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Manager Talent Lifecycle Delivery Services

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Amgen

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Location:
Portugal , Lisbon

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

In this vital role you will join our HR Talent Lifecycle Service Delivery team and help shape how we deliver HR services across the ELMAC region (Europe, Latin America, the Middle East, Africa, and Canada). In this role, you will lead a team of HR Operations specialists based in Lisbon that manages complex escalations - acting as the regional escalation point within the global HR tiered service delivery model (Tier 1 centralized support in India and Tier 2 regional resolution) drive hire‑to‑retire process excellence for the region that enables local HR teams and elevates the overall employee lifecycle experience.

Job Responsibility:

  • Act as the key escalation point for complex Tier 1 HR inquiries, handled by our centralized teams in India
  • Ensure timely, accurate, and compliant resolution of escalations, coordinating with HRBPs, COEs, local payroll, and Legal where required
  • Monitor case trends and root causes, recommend and implement preventive actions (training, knowledge base updates, process changes)
  • Oversee consistent, high‑quality execution of hire to retire (H2R) processes, via multichannel options including transactions through Workday and inquiries through ServiceNow, in partnership with local HR teams across the region
  • Drive innovation and continuous improvement in HR service delivery, leveraging ServiceNow, Workday and other HR tools to enhance the user experience
  • Lead and optimize the HR service delivery team for the region, ensuring high-quality support and a seamless HR user experience
  • Co-own, drive and implement global/ regional H2R processes (e.g. onboarding, internal moves, mobility, leaves, data changes, terminations, offboarding)
  • Oversee accurate transaction processing and data maintenance in Workday and related HR systems
  • Ensure consistent application of (global) process standards while adapting to local legal and regulatory needs in partnership with country HR
  • Define and track SLAs, KPIs, and quality metrics
  • provide regular reporting and insights to HR leadership
  • Ensure compliance with local labor laws, HR policies, and company regulations in service execution
  • Lead, mentor, and develop a high-performing team of HR Operations specialists based in Lisbon
  • Foster a culture of service excellence, collaboration, engagement, and continuous learning within the HR Experience & Operations organization
  • Create a connected, inclusive, and inspiring work environment that empowers talent to thrive
  • Identify opportunities to streamline, standardize, and automate H2R processes across countries
  • Contribute to automation and digital enhancement initiatives, e.g. AI-driven solutions, and digitalization efforts to streamline HR service operations
  • Enhance HR service automation and self-service capabilities through Workday and ServiceNow, ensuring scalability and efficiency
  • Drive change management and other transformational efforts for the region to increase HR service excellence
  • Build strong, trust‑based relationships with Local HR, HRBPs, COEs, Payroll, Legal, and Finance across multiple countries
  • Represent Talent Lifecycle Delivery Services in regional HR forums and projects
  • Act as the voice of Talent Lifecycle Delivery Services in discussions on policy changes, process design, and system enhancements

Requirements:

  • Bachelor’s degree in Human Resources, Business Administration, or a related field (master’s is a plus)
  • Around 8+ years of experience in HR Operations, HR Shared Services, or HR Service Delivery, with at least 4 years in a global HR shared services or HR operations leadership role, ideally in a regional or global organization
  • Proven experience managing teams and complex escalations in a multi‑country environment
  • Strong knowledge of core HR processes across the hire to retire lifecycle
  • Strong background in HR transformation, Workday, and ServiceNow implementation and optimization
  • Expertise in process optimization, and user experience
  • Excellent stakeholder management, communication, and influencing skills
  • Ability to navigate complexity, drive change, and execute on a global/regional scale
  • Strong service orientation and customer focus, with a passion for a great employee experience
  • Excellent problem‑solving skills and demonstrated capability in escalation management
  • Global Mindset – Understanding of regional HR service nuances and ability to operate in a multicultural environment
  • Operational Excellence – Strong focus on service efficiency, automation, and continuous improvement
  • Stakeholder management – Ability to influence and collaborate effectively across multiple time zones, cultures, and organizational levels
  • Digital & Technology Acumen – Expertise in Workday and ServiceNow, HRIS, AI-driven tools, and automation platforms
  • High level of data accuracy, attention to detail, and comfort working with metrics and reports
  • Strong people leadership and coaching skills, with the ability to prioritize, delegate, and make decisions under pressure
What we offer:
  • Vast opportunities to learn, develop, and move up and across our global organization
  • Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act
  • Generous AMGEN Total Rewards Plan comprising healthcare, finance, wealth, and career benefits
  • Flexible work arrangements

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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