HR Service Delivery Manager

We are looking for an experienced HR Service Delivery Manager to oversee key HR operations and ensure the effective delivery of people-related services across the organization. This role will provide leadership across Benefits, People Operations, People Experience, and Talent Acquisition, while serving as a key escalation point for complex employee and operational concerns.

The ideal candidate is a strategic yet hands-on HR leader with strong service delivery, stakeholder management, and people leadership experience.

Key Responsibilities

• Lead and oversee the delivery of HR services across Benefits, People Operations, People Experience, and Talent Acquisition functions.
• Ensure HR processes and services are delivered efficiently, accurately, and consistently.
• Serve as an escalation point for complex HR issues, employee concerns, and service delivery challenges.
• Provide guidance and support to HR teams in resolving operational and employee-related matters.
• Act as a backup resource for critical HR functions and ensure continuity of service delivery.
• Manage, coach, and develop HR team members to strengthen performance, accountability, and service quality.
• Monitor service delivery performance and identify opportunities to improve HR processes, workflows, and employee experience.
• Partner with business leaders and key stakeholders to understand workforce needs and address HR-related concerns.
• Ensure compliance with company policies, HR standards, and applicable employment regulations.
• Support the implementation of HR initiatives, process improvements, and organizational changes.
• Prepare and communicate relevant HR metrics, operational updates, and insights to leadership.

Qualifications

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field.
• At least 10 years of professional HR experience.
• At least 5 years of experience in HR service delivery and people management.
• Experience overseeing multiple HR functions such as Benefits, People Operations, People Experience, and Talent Acquisition.
• Strong experience in stakeholder management, issue resolution, and escalation handling.
• Demonstrated ability to lead, coach, and manage HR teams.
• Strong organizational, analytical, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast-paced, service-oriented environment and manage competing priorities.
• Strong understanding of HR processes, policies, and best practices.

Preferred Skills

• HR shared services or HR operations experience
• Process improvement and service delivery management
• HR metrics and reporting
• Employee relations and issue resolution
• Change management
• Stakeholder and vendor management
• HR systems/HRIS experience