Senior Associate, Service Management

Senior Associate, HR Service Management

Talent Experience & Operations

Role Purpose

The Senior Associate, HR Service Management plays a key role in supporting the governance and delivery of HR services within the Talent Experience & Operations vertical. The role focuses on ensuring consistent service delivery, adherence to defined service standards, and effective operational support across HR processes and systems.

This position supports the HR Service Enablement & Governance by managing service operations, tracking performance, maintaining governance documentation, and ensuring compliance with enterprise service management standards.

Key Responsibilities

1. Service Management

• Monitor HR Service Delivery processes across key platforms (e.g., ServiceNow, Workday) to ensure efficient and accurate case handling.
• Maintain and update the HR Service Catalogue and associated workflows to ensure accurate representation of available services.
• Partner with process owners to ensure HR service delivery aligns with global and regional business needs.
• Support effective coordination between HR, IT, and vendor partners to resolve system or service disruptions.

2. Service Governance & Compliance

• Monitor and report on service performance against defined SLAs and KPIs, ensuring transparency and operational accountability.
• Maintain documentation of standard operating procedures (SOPs), process maps, and control frameworks to support audit readiness.
• Ensure compliance with data privacy, risk management, and HR governance standards.
• Support internal and external audits, risk assessments, and corrective action follow-up.
• Assist in maintaining consistency of global HR service taxonomies and service delivery frameworks.

3. Service Insights

• Prepare and maintain service performance dashboards and periodic reports summarizing service trends, volumes, and performance outcomes.
• Identify recurring issues or service bottlenecks and escalate them to appropriate governance forums for resolution.
• Partner with HR Operations leadership to interpret service data and support operational decision-making.

Key Deliverables

• Accurate and timely HR service performance dashboards and SLA.
• Maintained service catalogue, SOPs, and governance documentation.
• Audit-ready HR service processes aligned to compliance and quality standards.
• Consistent, efficient HR service delivery experience for employees and HR partners.

Experience & Qualifications

• Experience: 5–8 years in HR Shared Services, HR Service Delivery, or HR Operations roles with exposure to service governance or service management frameworks.
• Education: Bachelor’s degree, or relevant experience
• Technical Skills:
  • Proficiency with ServiceNow, Workday, or similar HR service management platforms.
  • Strong data management and reporting capability (Excel, Power BI, or equivalent tools).
  • Knowledge of service governance frameworks, incident management, and process documentation.
• Certifications (Preferred): ITIL Foundation, Lean/Six Sigma Green Belt.
• Core Competencies:
  • Detail-oriented with a strong process and compliance mindset.
  • Analytical and structured problem-solving ability.
  • Excellent communication and stakeholder coordination skills.
  • Ability to operate effectively in a global, matrixed HR environment.