The Global Service Transition Manager (Tier 2 Service Delivery – Core, TA, TM, TR) will support the Global Service Transition Lead in the implementation of the HR service delivery model and stand up of Global People Experience contact centers that deliver an enhanced employee experience.

Through collaboration with internal and external partners including HR Operations, Org Design, and Service Delivery, this role will deliver end-to-end Global People Experience center processes, technologies, and service offerings for an HR capability area (Core, TA, TM, TR).

• Ensure development of Tier 2 service delivery/HR end-to-end support structure, including processes, SOP’s work instructions, and key performance indicators (KPIs) for service delivery transition
• Serve as an advocate for service delivery; resolving issues or escalating to leadership as appropriate
• Conduct localization activities for transition of processes and operations to service delivery
• Provide oversight and guidance for the development of training and execution of service rehearsal
• Ensure training and knowledge transfer requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria
• Identify and resolve service delivery transition issues, such as regulatory changes; escalating when appropriate to PMO and executive leadership for timely decision making
• Serve as a global service transition subject matter expert, driving alignment across global HR functional and regional HR partners to ensure coordination of activities that impact service delivery
• Support service transition policy collection and organization; deliver global service transition policies and programs, tracking escalations and exceptions.
• Effectively use data and analytics to make decisions on transition management practices, ensuring competitive posture of programs and policies, as well as consistency across the organization
• Partner with Global Process Owners to make key decisions related to processes and ensure implementation, with a focus on employee experience and increased efficiency
• Lead completion and sign-offs for HR capability area deployment at regional and local level of global programs and policies
• Oversee collection of internal policies and procedures, processes, pain points and opportunity areas for HR capability area

• Minimum of 8 years of experience
• Contact center/customer service experience with a concentration in the delivery of HR Services
• Experience using Service Center technologies (i.e., portal, case management, knowledge management, telephony / IVR, document management, Robotics Process Automation (RPA), Virtual Assistant, etc.)
• Experience working with or supporting complex HR transformation initiatives
• Thorough knowledge and understanding of HR processes and programs
• Experience interpreting data analytics to derive business insights, problem solve, and drive customer value
• Process improvement and continuous learning mindset
• Stakeholder management, engagement, and facilitation
• Excellent communication skills
• Ability to establish a culture focused on continuous improvement while building employee-centric repeatable and sustainable processes
• Relationship building skills with key stakeholders within HR and across service delivery