Associate Director, Head - HR Service Enablement & Governance

1. Service Management & Governance

• Provide strategic direction and governance for the global HR Service Management framework, ensuring effective delivery, measurement, and continuous improvement of HR services.

• Oversee service taxonomy, SLAs, and performance standards for HR operations across all functional domains.

• Drive alignment of service delivery frameworks with enterprise governance, risk, and compliance controls.

• Partner with Technology, HR Operations, and HR COEs to maintain governance over platforms such as ServiceNow and Workday, ensuring process consistency, automation, and scalability.

• Establish governance dashboards and forums for operational review, executive reporting, and performance transparency.

2. Employee Experience Strategy & Measurement

• Lead the HR Employee Experience Framework, embedding "moments that matter" and experience-led design into HR service delivery.

• Oversee the creation and deployment of experience metrics, including HR Experience Index, satisfaction measures, and feedback loops.

• Partner with HR leadership to translate employee insights into service enhancements and digital enablement priorities.

• Ensure all HR services are designed with the end-user in mind, promoting accessibility, responsiveness, and empathy in delivery.

• Drive a culture of feedback-led continuous improvement across HR operations.

3. Operational Excellence & Process Enablement

• Lead Operational Excellence initiatives focused on HR process simplification, standardization, and digital transformation.

• Sponsor enterprise-wide value stream and journey mapping exercises to identify process inefficiencies and improvement opportunities.

• Establish process governance mechanisms that ensure operational stability, control, and audit readiness.

• Collaborate with HR Technology and Data teams to deploy automation, analytics, and reporting tools that enhance decision-making and service agility.

• Embed operational excellence principles into HR's service culture, ensuring measurable efficiency and experience gains.

4. Knowledge Management & Content Governance

• Own the global Knowledge Management strategy, ensuring accurate, accessible, and user-friendly HR content across self-service and internal HR channels.

• Govern the knowledge lifecycle -authoring, taxonomy management, content audits, and archiving -to maintain quality and compliance.

• Partner with regional HR delivery teams to localize knowledge content while maintaining global standards.

• Drive adoption of digital knowledge platforms (e.g., ServiceNow Knowledge Base, Intranet) to improve employee self-service and reduce case volumes.

5. Leadership, Enablement & Strategic Influence

• Represent Talent Experience & Operations in enterprise HR governance and transformation forums, influencing the global HR operating model.

• Lead and develop high-performing global teams across service enablement, governance, knowledge, and experience management domains.

• Partner cross-functionally with COEs, HR Operations, Legal, Audit, and IT to ensure a cohesive service delivery ecosystem.

• Champion data-driven decision-making and service excellence as cornerstones of HR capability.

• Act as a strategic advisor to HR and business leadership on operational performance, service scalability, and transformation priorities.

Key Deliverables

• Enterprise-wide HR Service Enablement & Governance Framework operationalized globally.

• Defined and measured Employee Experience Index and service satisfaction metrics.

• Global Operational Excellence roadmap delivering measurable process and service improvements.

• Robust Knowledge Management system and content governance lifecycle.

• Integrated reporting and governance dashboards for senior HR leadership visibility.

Experience & Qualifications

• Experience: 15+ years of progressive leadership experience across HR Service Delivery, Governance, or Transformation, with at least 5 years in a global operations leadership role.
• Education: Bachelor's degree or relevant experience
• Technical & Domain Expertise:
  • Expertise in ServiceNow, Workday, or equivalent systems.
  • Deep understanding of service delivery models, governance frameworks, and operational excellence methodologies (Lean, Six Sigma, ITIL).
  • Experience leading employee experience, process transformation, or shared services optimization at enterprise scale.
  • Strong background in compliance, risk, and audit controls within a global HR operations context.
• Core Competencies:

  • Strategic and analytical mindset with an enterprise perspective.

  • Proven track record of leading through influence across complex, matrixed environments.

  • Exceptional communication, stakeholder engagement, and change leadership skills.

  • Demonstrated ability to balance strategic foresight with operational execution excellence.

  • Passion for elevating employee experience through data, design, and disciplined governance.

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