People Consulting-HRT Managed Services-Manager

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Job Description (JD) for Service Delivery Manager – HR Operations

Job Title: HR Managed Services – Service Delivery Manager

Experience: 9-12 years

EY's Global Delivery Services (GDS) is a dynamic and truly global delivery network that works across borders to provide innovative and strategic business solutions to EY member firms and clients worldwide. With over 74,000 professionals, GDS plays a vital role in EY’s growth strategy, helping clients become agile and efficient, and fulfilling our purpose to build a better working world.

EY’s Managed Services offers organizations a new way of operating by taking on the operation

of non-core but critical functions, including HR, finance, tax, risk, and compliance. This approach enables organizations to navigate complex conditions and build a platform for long-term value creation.

As part of the HR Managed Services team within GDS, we are seeking a seasoned Service Delivery Manager – HR Operations to lead and manage end-to-end HR service delivery across multiple global HR towers such as Employee Lifecycle (ELC), Talent Acquisition (TA), Learning & Development (L&D), Payroll, and other shared services. The ideal candidate will bring deep operational expertise, strategic thinking, and a client-centric mindset to ensure efficient service delivery, governance, stakeholder engagement, and continuous improvement.

HR Service Tower Leadership:

• Lead delivery teams across HR functions including ELC, TA Ops, L&D, Payroll, and HR Helpdesk.
• Oversee day-to-day operations ensuring adherence to service level agreements (SLAs), turnaround times (TATs), and compliance standards.
• Drive performance excellence, process efficiency, and consistency across service lines.

Governance & Stakeholder Management:

• Establish and lead regular service governance forums with internal and external stakeholders.
• Partner with HR, IT, Finance, and business leaders to align service delivery with strategic priorities.
• Manage escalations, resolve operational bottlenecks, and ensure proactive communication.

Service Management & Metrics:

• Define and monitor KPIs, customer experience (CX) metrics, and operational dashboards.
• Ensure high service quality and continuous improvement through data-driven insights.
• Drive adoption of service management best practices (e.g., ITIL, ISO, Six Sigma frameworks).

Global Delivery & Transformation:

• Manage a global delivery model with geographically dispersed HR teams and support hubs.
• Lead large-scale transformation projects focused on digitization, automation, and process reengineering.
• Implement new technologies and tools to improve service scalability and agility.

People & Project Leadership:

• Manage a high-performing team, including team leads, specialists, and project managers.
• Ensure resource planning, talent development, and succession management within the HR Ops organization.
• Oversee project management, change management, and stakeholder alignment for key initiatives.

• Strong expertise in Strategic HR Operations and shared service environments.
• Experience in client and stakeholder management at global and regional levels.
• Proficiency in service management, SLA governance, quality frameworks, and continuous improvement.
• Demonstrated ability to lead global delivery models, transformation programs, and change initiatives.
• Familiarity with HR technology platforms (e.g., Workday, SAP SuccessFactors, Oracle HCM) and reporting tools.
• Strong communication, analytical, project management, and decision-making skills.

• Bachelor’s or Master’s degree in Human Resources, Business Administration, or related field.
• 10+ years of experience in HR operations, with at least 5-6 years in a leadership/service delivery management role.
• Proven track record of managing large-scale global HR service delivery teams and multi-tower operations.

• Certifications or experience with at least with at least one HR technology platform such as Workday, SAP SuccessFactors, Oracle HCM, or PeopleSoft

• A highly motivated professional who thrives in fast-paced global environments.
• A team player with strong leadership, interpersonal, and analytical skills.
• An innovative mindset, with a willingness to challenge the status quo and implement improvements.

• Work with leading global clients across industries.
• Exposure to advanced HR technologies and digital HR solutions.
• A collaborative environment focused on continuous learning, growth, and career advancement.

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