Manager - HR Service Management

The Manager, HR Service Management is responsible for driving operational excellence, service governance, and enablement across HR service delivery. This role ensures that HR services are delivered efficiently, consistently, and in alignment with enterprise standards for quality, compliance, and employee experience.

As a key member of the Service Enablement & Governance function within the Talent Experience & Operations vertical, the role manages the HR service management framework—overseeing service performance, governance controls, and system enablement. The incumbent acts as a strategic partner to global process owners, HR operations teams, and technology stakeholders to optimize HR service delivery and strengthen operational maturity.

Key Responsibilities

1. Service Management Leadership

• 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.

2. Service Governance & Risk Management

• 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.

3. Service Performance & Analytics

• 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.

4. Service Enablement & Stakeholder Management

• 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.

Key Deliverables

• Global HR Service Management Framework and governance cadence established and operationalized.
• Consistent service performance reporting and governance insights for HR leadership.
• Maintained service catalog, SLAs, and compliance documentation aligned to enterprise standards.
• Audit-ready service operations with clear ownership and control mechanisms.

Experience & Qualifications

• Experience: 9–14 years in HR Shared Services, HR Service Delivery, or HR Governance, with demonstrable experience in service management or enablement leadership roles.
• Education: Bachelor’s degree or relevant experience
• Technical Skills:
  • 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.
• Certifications (Preferred): ITIL Foundation, Lean/Six Sigma Green Belt, or equivalent service management certification.
• Core Competencies:
  • 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.