Job Description

As the Service Delivery Manager, your responsibilities will include ensuring that our Tier 1 and Tier 2 teams know to effectively address employee queries, guide them, and resolve issues. You will also manage the company’s HR processes, provide expertise in organizational effectiveness strategies, and work towards achieving our company and department goals. The ideal candidate will leverage technology to enhance processes and keep the People Share Service team knowledge base updated (scripts, manuals, quick guides, Global Service Catalog, run regular cross-training sessions, etc.). Be accountable for keeping the team engaged in meeting operational excellence objectives (SLA, KPIS, Service Quality, and Employee experience objectives). This role involves building relationships with the People Team to collaborate on HR efforts and working with other departments to ensure legal and regulatory compliance while minimizing organizational risk.

Key Responsibilities and Outputs

• Lead and provide guidance, coaching, and support to our Tier 2 and Tier 1 roles, allocate tasks, set priorities, and monitor team performance.
• Ensure all the services and processes are detailed and documented in the Global Service Catalog.
• Drives continuous improvement activities that will increase quality and service delivery efficiency.
• Manage the JIRA ticketing system, monitor created tickets team workloads, and ensure that everything is properly assigned, categorized, documented, prioritized, tracked, and delivered timely according to SLAs and OKRs while ensuring accuracy and compliance.
• Evaluate and implement process and service evolution proposals and projects according to changing business needs. 
• Participates in testing and communicating system enhancements, upgrades, and fixes to the business and coordinates people specialists in such activities as appropriate.
• Responsible for supervising the handling of HR inquiries, ensuring that the team members respond with accurate and consistent information.
• Remove roadblocks and empower team members to define, document, optimize, and operationalize end-to-end business processes. 
• Evaluate existing processes and services and identify opportunities for improvement and automation.
• Develop and maintain standard operating procedures (SOPs) to ensure consistency in service delivery. 
• Provide feedback and training to team members to address areas for improvement.
• Implement quality assurance measures to maintain high service standards.
• Develop and deliver cross-training programs for Tier 2 and Tier 1 to enhance their HR knowledge and customer service skills.
• Stay updated on HR policies, procedures, and regulations and ensure that team members are informed about changes and updates.
• Mentor team members to support their professional growth and career development.
• Conduct audits of HR transactions and inquiries to ensure accuracy and compliance with policies and regulations.
• Monitor Operational Excellence KPIS (SLA, service metrics, team performance, and customer satisfaction) analyzes data from our ticketing system, identifies trends, areas for improvement, and opportunities to enhance service delivery.
• Present findings and recommendations (action plans, contingency plans, new controls, training sessions, etc..) to HR leadership to support decision-making.
• Build and maintain detailed project plans with all the dependencies and dates; owners designate project resources; prepare, monitor, and update budgets; report progress periodically; maintain a traceable record including all relevant stakeholders within the People Team.
• Analyze projects to improve the development and coordinate with other areas in a team effort to ensure that all problems are identified, documented, and addressed on time.
• Conduct strategic benchmarks, compare offers, evaluate proposals, create business cases, and assist with negotiating and preparing contracts.
• Coordinate and manage third-party vendors and external contractors to provide, create, support, and monitor multiple transactional people services. 
• Simplify complex business problems, leverage and analyze data to determine opportunities, drive quick decisions, and create cases for change where appropriate.

Tii Elements

Proven characteristics and competencies for success:

• One Team
• Global Mindset
• Action & Ownership
• Collaboration & Influencing
• Customer Centric

Qualifications

Qualifications, Skills and Knowledge / Experience

Essential:

• BA, BS or Bachelor’s degree in psychology, engineering, systems, or any other related career  
• HR, MBA or Services Delivery Master Degree
• 8+ years of hands-on experience leading or managing HR operations, HR Service Delivery Centers, HRSC or Center of Excellence, knowledge of compliance Reports, Monitor Analytics KPIs, SLA, OKRs, Manage people, Vendor Management
• Ability to flex hours to support global organization as needed
• Excellent project management skills
• Exceptional leadership and collaboration skills
• Ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Exceptional verbal and written communication skills

Desirable:

• Certified PM or Agile PM or similar is a plus 
• Work experience in global high-tech industries, e-commerce or consultant firms
• Experience in MS Office and Google Docs & spreadsheets

Personal attributes

Essential:

• Action-oriented mindset
• Eye for detail /Quality
• Passion for excellent customer (colleague) experience
• Ability to work in a fast-paced environment and manage multiple priorities
• Ability to work independently and perform under pressure
• Good interpersonal skills / friendly and approachable
• Patient and tolerant 
• Assertive