The People Service Delivery (PSD) team’s mission is to run the best people-focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs to ensure employees have the resources and support they need during the most important moments of their careers. This is a fast-paced, 6-month contract role requiring an individual who can jump in to support operations, manage escalations effectively, and simplify complex global processes through a technical and data-driven approach. The ideal candidate will quickly understand our current state, identify blockers, and work with cross-functional teams to ensure overall service delivery is optimized and stabilized.

Responsibilities

Service Governance & Monitoring: Responsible for service governance, monitoring, day-to-day supplier oversight, and service health across one or more large functional areas. Monitor regional tiered service health and performance via dashboards, reporting, analytics, and insights
Escalation Management: Provide immediate operational support and manage time-sensitive service delivery and urgent escalations. Dig into the details to resolve service delivery gaps and conduct root-cause analysis
Process Improvement: Simplify existing processes and tools through automation and enhancement to make our operations more efficient, while keeping the employee experience as the utmost priority
Project Support & Stabilization: Support project and change management implementation to drive the adoption of new processes. Monitor the stabilization of these changes to ensure processes are executed reliably and at scale
Cross-Functional Collaboration: Collaborate cross-functionally across stakeholders to solve HR operations challenges, navigating various levels of sensitivity, complexity, and ambiguity. Create and review documentation, providing training and support on your designated area of work

Minimum Qualifications

Experience managing one or more service delivery functions (e.g., onboarding, offboarding, payroll, benefits, transfers)
Experience performing root-cause analysis to problem solve and produce measurable outcomes
Experience navigating competing/shifting priorities, operating independently, supporting scalable operations, and getting things done in a fast-paced, ambiguous environment
Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders

Preferred Qualifications

Experience providing day-to-day oversight of third-party HR service providers or suppliers/vendors
Experience working with and optimizing major HRIS systems (e.g., Workday) and Service Management tools (e.g., Salesforce CRM)
Technical Fluency: A proven track record of leveraging technology, automation, and data to simplify processes and improve operational efficiency (e.g., experience with AI/automation tools)
Agile Project/Program Management Qualification (e.g., PMP, Prince2, or equivalent certification) is a plus

People Service Delivery Lead (6-Months Contract)

Job Description