The Delivery Manager ensures the seamless delivery of People & Culture (P&C) services within the Global Service Center (GSC). This role is accountable for managing service performance, maintaining compliance with Service Level Agreements (SLAs), and driving operational delivery and effectiveness. Acting as a liaison between the GSC and its internal customers, the Delivery Manager ensures a high-quality experience for all stakeholders.

Service Delivery Oversight:

• Manage end-to-end delivery of P&C services, ensuring adherence to SLAs and quality standards.
• Oversee day-to-day operations and resolve escalations promptly.

Performance Management:

• Monitor and analyze key performance indicators (KPIs) to assess service efficiency and client satisfaction.

Client Relationship Management:

• Serve as the primary point of contact for internal clients, addressing concerns and ensuring alignment with business needs.

Team Leadership:

• Lead, coach, and develop a team of P&C service professionals, fostering a culture of accountability and continuous improvement.

Strategic Collaboration:

• Collaborate with the Global Service Center leadership and functional heads to align service delivery with strategic objectives.

Skills & Competencies

• Strong organizational and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in process optimization and performance monitoring.
• Leadership and team management capabilities.
• Familiarity with P&C services, systems, and tools is a plus.

Qualifications

• 10+ years proven experience in a service delivery or operations management role, preferably within a shared services or professional services environment.
• Background in HR or P&C services is advantageous but not mandatory.
• Demonstrated success in managing teams and delivering high-quality services under SLA agreements.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Bachelor’s degree in Business Administration, HR, or a related field.

Behavioral Attributes

• Customer-focused mindset with a commitment to excellence.
• Resilient and adaptable in a dynamic, high-pressure environment.
• Collaborative and results-oriented.