Service Delivery Manager – HR Shared Services

Role Overview

• Direct, guide, and develop the HR Shared Services team to ensure exceptional service delivery across recruiting, pre-onboarding, the full spectrum of the employee lifecycle, and HR systems management
• Collaborate closely with local country HR Managers, HR Business Partners (HRBPs), and HR leadership to identify workforce needs and provide strategic guidance for operational execution in accordance with agreed service level agreements (SLAs)
• Foster a culture of continuous improvement by implementing industry best practices to elevate the quality and efficiency of HR services
• Coordinate with Centres of Excellence (CoEs), HRBPs, CHROs, and third-party vendors to resolve operational issues and maintain consistent service levels
• Manage end-to-end HR operations and talent acquisition administration, ensuring all processes—from data management and compliance to onboarding—align with corporate goals
• Advance HR technology and reporting capabilities to enhance data quality, analytics, and overall operational performance
• Design, refine, and streamline HR processes to ensure scalability, operational efficiency, and a consistent employee experience
• Ensure HR documentation is kept up to date and that smooth, accurate transitions from HR to HR Shared Services are consistently carried out
• Ensure compliance with all relevant data privacy regulations, including oversight of Global Data Protection Regulation (GDPR) requirements within SSC HR delivery scope and adherence to applicable legal obligations
• Monitor and evaluate team performance using KPIs, SLAs, and other service quality metrics, and implement corrective actions where necessary to sustain high performance
• Drive capability development and upskilling within the team, while building a strong internal and external talent pipeline

Requirements

• Proven leadership experience in HR, ideally within a shared services or global/EMEA-supporting environment
• Superior communication skills and a track record of effective stakeholder management and team leadership
• Ability to lead organizational development, change management, and service enhancement projects
• Experience in conducting audits, overseeing system testing, and establishing robust control mechanisms
• Ability to manage and develop teams, ensuring clear role definition, staff training, and professional growth
• Strong analytical skills with a proven ability to solve problems and make informed decisions
• Bachelor’s degree in Human Resources, Business Administration, or a related field; MBA is a plus
• A minimum of 8 years’ experience in HR operations or shared services in a multinational setting
• At least 3 years of experience managing diverse teams, preferably in a centralized HR delivery role
• Experience with SAP SuccessFactors or comparable HR systems is strongly preferred.

Benefits

• Exciting assignments and outstanding development opportunities
• Competitive salary package