HR Service Delivery Manager

Overview Join to apply for the HR Service Delivery Manager role at Globe Telecom. At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Oversee and manage the shared services function within the organization. Leads a team of professionals and work collaboratively with various departments to ensure the efficient and effective delivery of shared services across the organization. The HR Service Delivery Manager oversees the design, management, and continuous improvement of HR service delivery frameworks, ensuring consistent, high-quality, and efficient HR operations across the organization. The role focuses on service governance, process optimization, SLA/KPI management, and cross-functional coordination between Employee Services, HR Technology, and People Operations. This position acts as the bridge between operational execution and strategic HR goals, ensuring processes are scalable, compliant, and aligned with business needs. Responsibilities Service Delivery GovernanceDefine, implement, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all HR service areas. Establish service delivery standards and ensure they are adhered to by the Employee Services team. Conduct regular service review meetings with stakeholders. Process Optimization & TransformationIdentify and prioritize process improvement opportunities across HR services. Lead operational transformation projects, ensuring minimal disruption to business operations. Partner with HR Technology Head on process automation and digitalization initiatives (without owning the tech development itself). Cross-Functional CoordinationAct as the primary liaison between Employee Services, HR Technology, and People Operations. Consolidate feedback from Employee Services and business units for service enhancements. Ensure alignment of operational changes with HR policy and compliance requirements. Performance & Quality ManagementMonitor and report on service delivery performance against agreed metrics. Escalate persistent service gaps and recommend solutions. Lead root cause analysis for recurring operational issues. Change Management & CommunicationSupport HR transformation initiatives by managing operational change impact. Communicate service delivery updates, enhancements, and changes to stakeholders. Coordinate training on new processes and service standards. Key Performance Indicators Service Performance: SLA adherence rate across all HR services Process Efficiency: Process cycle time reduction 10–15% year over year Quality: First-time resolution rate Stakeholder Satisfaction: Service delivery satisfaction score Continuous Improvement: Number of implemented process enhancements (at least 3 major enhancements per year) Compliance: Audit findings closure rate (100% closure within agreed timelines) Equal Opportunity Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including hiring, posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here. Make Your Passion Part of Your Profession. Attracting the best and brightest talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us. Seniority level Mid-Senior level Employment type Full-time Job function Human Resources Industries: Telecommunications #J-18808-Ljbffr