HR Shared Services Service Delivery Tools Manager
The HR Shared Services (HRSS) Service Delivery Tools Manager is a key role in developing the strategic roadmap for HRSS service delivery tools and driving the implementation and continuous improvement of innovative solutions to enhance the HRSS service delivery experience. The incumbent will lead the development and enhancement of our HRSS service delivery tools to support the HR Operations organization by leveraging user centered design principles to deliver a consumer-like, omni channel HRSS experience.
Key Responsibilities
Service Delivery Tools and Systems Roadmap
- Develops the prioritized, strategic roadmap for HRSS service delivery tools in alignment with the HRSS future state vision.
- Assesses existing HRSS service delivery tools to identify areas of improvement and transformation.
- Conducts voice of customer sessions and stakeholder listening sessions to understand successes and opportunities in the HRSS service delivery experience.
- Executes research and conducts benchmarking activities to identify current, emerging, and future trends in HRSS tools and systems.
Implementation and Continuous Improvement
- Oversees all aspects of tools used in HRSS service delivery including, but not limited to case management, self-service portals, knowledge management platforms, process automation, and communication tools.
- Leads cross functional teams through the definition of requirement, development, implementation, and sustainment of HRSS service delivery tools with the goal of creating consumer-like experiences.
- Works with service delivery leadership to define the omni-channel service delivery matrix to drive adoption, reduce manual effort, and improve the employee experience.
- Puts processes in place to ensure tools are up to date, relevant, and optimized and product documentation is in place.
- Partners with key stakeholders to ensure compliance with relevant security standards and regulations.
- Create and maintain a prioritization methodology and backlog to respond to changing priorities.
Stakeholder Management
- Collaborates with key departments and stakeholders and departments to effectively communicate updates, changes, and best practices related to HRSS service delivery tools.
- Ensure development and delivery of training programs for HRSS team members, employees, and other key groups.
Required Qualifications
- Bachelor’s degree in HRIS, Information Technology, Human Resources, Business Administration.
- Minimum 7 years’ experience with HRSS service delivery technologies (case management, portal, communication, RPA)
- Proven experience in developing and executing service delivery tool deployments.
- Exceptional ability to influence without authority and a proven history of successful project execution, leading peers, partners, and leaders through transformational projects.
- Ability to translate strategy to independently set objectives, prioritize multiple deliverables, and execute through delivery.
- Business acumen and the ability to translate organizational objectives to business results.
- Experience with modern development tools and processes (Agile, Jira, SmartSheet).
- Demonstrated success in implementing service delivery tools in a dynamic, global environment.
- Excellent and proactive communicator with the ability to influence and collaborate at all levels of the organization and across organizational boundaries.
- Knowledge of HR compliance and data privacy laws.
- Proficiency with ServiceNow HRSD, Paradox, HR technology, Workday, and workflow automation tools.
Preferred Qualifications
- Master’s degree in HRIS, Information Technology, Human Resources, Business Administration.
- Advanced certifications in project management
- Global HR Shared Services experience
- 5+ years of organizational transformation experience
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