HR Service Delivery Manager

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.

Roles & Responsibilities

Service Delivery Governance

• Define, 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 & Transformation

• Identify 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 Coordination

• Act 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 Management

• Monitor 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 & Communication

• Support 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 (KPIs)

Area KPI Target / Example Measure

Service Performance SLA adherence rate compliance across all HR services

Process Efficiency Process cycle time reduction 10–15% faster turnaround time year-on-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 Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in 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.

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