As part of the People Services team, the Manager, HR Service Delivery is responsible for leading the HR Service Delivery function to align with our People Services and PP&C objectives. The HR Service Delivery function supports and provides services to employees and managers across multiple locations including US, Canada, Mexico, and Ireland. The service delivery support spans the employee lifecycle covering events from hire to retire, such as onboarding, payroll, and benefits. The Manager, HR Service Delivery will lead the development, implementation and maintenance of business processes and standards applicable across all People Services functions. This role partners with other People Services teams (Workday, Payroll) to drive operational effectiveness and service excellence of the employee lifecycle events ensuring accuracy and alignment with agreed standards across North America.

• Lead the continued evolution and growth demands of building a high performing HR Service Delivery function and team
• Lead and manage the HR Service Delivery team, providing mentorship, guidance, and performance management
• Partner with People Services functional leaders to develop and implement data governance and integrity framework, ensuring data quality and compliance, and drive data governance best practices
• Establish data governance training and awareness for HR and cross-functional teams to promote data governance best practices
• Lead the continued optimization and rebranding of the HR Service Delivery function and play a key role in helping to redefine the employee experience as it relates to People Services
• Develop and drive execution of the HR Service Delivery roadmap and lead change by anticipating, assessing, and addressing the needs of key stakeholders
• Lead end-to-end business process development, implementation, and compliance framework across all People Services functions
• Manage day-to-day administration to ensure business processes and workflows are completed timely, consistently, and accurately
• Achieve targets for operational service delivery through procedures and processes that are considered value added, measurable and directly tied to People Services objectives
• Ensure service delivery activities are scheduled appropriately to ensure timely delivery
• Establish and maintain a clear focus on continuous improvement and drive best practices across People Services
• Drive standardization, simplification, and automation to support department objectives, and meet efficiency standards
• Drive employee and manager self-service by creating new tools, processes, and resources
• Deliver on multiple People Services projects by leading all phases of the project cycle from scoping to post go-live support
• Partner with COEs to develop and distribute effective communications regarding employee lifecycle events
• Manage AskHR and AskHR Workday case management services to support People Services and other PPC functions such as Benefits, Compensation, Learning and HRBPs
• Serve as first point of contact for North American employees and managers; Tier 1 support for AskHR tickets; assign tickets to appropriate SME as Tier 2 support
• Establish and maintain Service Level Agreements (SLA) and manage metrics to ensure People Services leadership is provided with proactive and accurate reporting metrics which help drive business decisions
• Lead new hire orientation sessions in partnership with other facilitators as well as design and organize new hire orientation facilitator schedule and resources
• Manage third-party service contracts and hold accountability for the services delivered
• Manage U.S. unemployment claims; first level contact for outsourced vendor
• Help drive communication, programs, and processes such as year-end, benefits open-enrollment and payroll year-end activities
• Serve as subject matter expert on core elements of People Services processes and related tools and systems
• Maintain People Services databases, reports, records, and documents as needed; manage People Services centralized inboxes
• Represent People Services as a Learning Partner; Collaborate with Learning team to create and produce content to educate enterprise on key HR business processes
• Monitor adherence to HR transactional procedures and practices through the design and maintenance of People Services business processes
• Collaborate with COEs and SMEs to design and maintain process and guideline documents; communication on company intranet site and relevant people portals (e.g., My Element, Workday, ADP, Degreed)
• Foster relationships and partner with cross-functional teams to help drive projects, programs, and initiatives to support business and employee growth and success

• Experience and post-secondary education with a focus on human resources or business administration.
• 8-10 years of experience in HR Shared Services management.
• Strong knowledge and understanding of HR processes and ticket management systems.
• Hands on experience in HR process design, implementation and administration.
• Proficient in HR systems and technology (Workday knowledge preferred).
• Strong analytical, problem-solving and decision-making skills.
• Excellent communication, presentation, and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Solutions focused with a simple and practical approach.
• Strong knowledge of HR operations including HRIS, Payroll, Benefits and employment laws.
• Ability to work effectively in a shared services environment as a leader and team player.
• Provides direction, enables others, delivers results and ability to provide recommendations to COE leaders.
• Demonstrated ability of working with HR leaders and management to ensure the success of key initiatives.
• Strong internal and external customer service skills with a strong commitment to service excellence.
• Ability to work autonomously and deliver on business results.