Manager - HR Service Management

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• 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.

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