The Regional Head of Service Delivery is responsible for the management of the client stakeholder relationships which typically are the HR Leadership and HR Business Partners in the group, divisions and also within Global Support, especially those in the relevant region.

• Act as the client management contact as centerlead to work with the divisional HR leadership and business partner teams to provide a high-quality service provision and seek opportunities to further develop the service catalogue.
• Ownership for output of the Shared Service function. Support, where needed, the development and coaching of Team Lead and Superuser/Trainer to ensure the delivery of the operational functions.
• Coordinate and facilitate virtual or in person opportunities for HR Community learning of shared knowledge. Bringing together strategy, ideas and discussion for improvement, alignment, and efficient workflow. Ensuring all actions are delivered and communicated across divisional leadership teams.
• Maintain and develop the HR Service Catalogue to cover the full Hire to Retire process using the Informa ‘Core’, ‘Elective’ and ‘Bespoke’ delivery model.
• Working within the SSO Leadership Team, develop an Optimal ‘service delivery’ HR Service Delivery provision for Informa business divisions, applying consistency in processes as standard to harmonize global and local process conditions.
• Act as a Subject matter expert in the production and delivery of HR processes and policies including templates, guides, documents and training materials for use both in the business through self-service and within the service centers.
• Lead SME knowledge to Global projects, M&A activity and other Service Delivery teams (for example, but not limited to Group HR, HRIS, GBS Community, IT & Microsoft Identity Management, and Facilities). Ability to support, identify risks, provide solutions and where applicable influence decisions. When required, ensuring all operational changes on a Global Scale are communicated and be contact point for following up.
• Manage, motivate, and develop the HR Service Delivery Team to deliver a high quality of service to its client groups maintaining a high level of customer satisfaction, low error rate and continuous improvement ethos.
• Working within the SSO Leadership Team, develop business centric and tangible KPIs and SLAs and ensure that they are regularly monitored, reviewed, and achieved.
• Undertake first line queries on time management platforms and the company benefits system, escalating to the HR Data & Reporting and Benefits team for any technical issues.
• Work to establish a joined-up approach to payroll provisioning across all payrolls.
• Motivate and lead your team to follow Company Strategy and the Global Support Operating Model.
• Work with external vendors to manage and maintain the service relationship and drive value through delivery of services to Informa.
• Deliver a clear central monitoring mechanism to ensure the company have a central review process to ensure effective governance of data.
• Work together with the HRMI team to ensure a clear HR data information is available for management decision making.
• Oversee the completion of statutory compliance reporting including EEO-1, VETS-100, AAP and other state level requirements.

• Previous experience in a HR Service Center Environment is ideal.
• Considerable experience within a HR environment with a solid understanding of the Hire to Retire process.
• Bachelor’s degree or equivalent experience, SHRM-CP/SCP or PHR/SPHR Certification
• Broad understanding of US employment laws
• Strong Client relationship skills, stakeholder management.
• Process driven individual with business acumen and problem-solving ability.
• Experience in Design, Execution & Stabilisation of HR Processes (ideally globally) using swim lane style maps.
• Knowledge of Best-Practice in HR Service Delivery.
• Ability to structure, manage and develop and high productive Team (Direct & Indirect Reports).
• KPI Reporting to the Management Team.
• Extensive HR generalist experience in a fast moving, dynamic environment.
• Strong user skills of HR systems including SAP HR / Oracle HR and Microsoft office programs.
• Awareness of continuous improvement methodologies such as Lean Six Sigma.
• Professional HR qualification (country specific).
• Ability to act with integrity with sensitive and confidential information.
• Motivates, inspires and acts as a leader amongst your peers.
• Act with integrity, tact, and diplomacy to formulate trust at all levels.
• Excellent, proactive communication skills.
• Wide variety of communication styles and the ability to understand your audience and tailor your style accordingly.
• A continuous improvement mind-set with focus on the betterment of both your assigned business unit and Global Support.
• Understands the impact of change both locally and in the global environment.
• Looks to find the root cause of issues and knowledge of when quick wins or long-term solutions are appropriate.
• Uses measurements and data alongside intuition when problem solving.
• Influential and able to communicate rationale behind thought processes.
• Self-motivated, driven and open to new challenges.
• Ability to remain calm and focused whilst under pressure.
• Immersive and impactful presentation skills.
• Demonstrable success in balancing the needs of the business with required quality of service.