Manager - HR Service Management

• Lead the end-to-end HR Service Management framework, ensuring service consistency, scalability, and adherence to defined SLAs and KPIs
• Oversee case management, service catalog administration, and service taxonomy governance across key HR platforms (e.g., ServiceNow, Workday)
• Drive operational alignment between regional HR delivery teams and global standards to ensure cohesive, high-quality service delivery
• Partner with HR technology teams to manage system configurations, workflow optimization, and service automation opportunities
• Support the definition and implementation of new service lines or operating model transitions within HR Shared Services
• Govern the HR service delivery framework, ensuring compliance with enterprise policies, risk controls, and audit standards
• Maintain a robust governance rhythm including service review meetings, operational scorecards, and compliance checkpoints
• Oversee the documentation and maintenance of Standard Operating Procedures (SOPs), process controls, and RACI matrices
• Serve as the HR governance liaison for risk, data privacy, and business continuity initiatives
• Lead remediation actions and ensure timely closure of service-related incidents, risks, and audit findings
• Design service performance dashboards and reporting mechanisms to track operational efficiency, SLA adherence, and service trends
• Analyze service data to identify optimization opportunities and partner with relevant stakeholders to address performance gaps
• Provide insights and recommendations to leadership on service health, quality, and governance effectiveness
• Establish a data-driven approach to decision-making within HR operations
• Partner with leadership to translate business priorities into actionable service management goals
• Ensure HR service teams are trained, supported, and equipped with the right tools and information to deliver effectively
• Represent the Service Management function in cross-functional initiatives and governance forums

• 9–14 years in HR Shared Services, HR Service Delivery, or HR Governance, with demonstrable experience in service management or enablement leadership roles
• Bachelor’s degree or relevant experience
• Advanced proficiency in ServiceNow, Workday, or other HR Service Management tools
• Expertise in service governance frameworks, case management processes, and SLA management
• Strong analytical capability using Excel, Power BI, or similar tools for service performance reporting
• Strong service orientation and process governance mindset
• Analytical and strategic thinking with operational execution focus
• Exceptional stakeholder management and communication skills
• Proven ability to lead through influence in a global, matrixed environment
• Commitment to operational excellence and compliance rigor

Certifications (Preferred): ITIL Foundation, Lean/Six Sigma Green Belt, or equivalent service management certification