People Service Delivery Manager

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. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers. As part of PSD, the Service Delivery and Oversight team delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. This team serves as a People Ops central POC collaborating with key cross functional leaders to ensure the health and integrity of our service delivery. The People Service Delivery Manager is responsible for managing a team of Service Delivery Leads overseeing one or more large functional areas and the supporting vendors. The role provides direction and guidance on key health metrics, and defines efficiency gains in our delivery model. The Manager should be able to influence the strategy of the Service Delivery and Oversight organization and then ensure they align their team to drive toward that strategy. In supporting the strategy the Manager should demonstrate willingness and capability to dig into the details to help the team resolve issues.. This role requires you to be able to quickly understand the current state, any blockers, and work with team members to develop a desired future state. This person will need to be able to prioritize the most valuable initiatives against a volume of transformational opportunities. In addition to providing oversight and project management to assigned functional area(s), this role will be responsible for contributing and/or leading org-wide initiatives such as major HR system changes, work transitions, etc. The ideal candidate will exhibit strong critical thinking skills, be collaborative, demonstrate ability to coach individuals through continued growth and evolution of their roles, and be a strong communicator.

People Service Delivery Manager Responsibilities:

• Serve as point of escalation to resolve any vendor(s) issues
• Collaborate with Global Service Delivery & Oversight (SDO) Leaders to optimize and evolve our operations through strong cross-functional partnerships, project/change management, reporting and forecasting
• Coach team members to eliminate roadblocks, resolve escalations, and continuously improve overall service delivery & service health
• Identify, prioritize, and execute continuous process improvement initiatives that improve overall service delivery
• Collaborate cross-functionally across People Operations and People@ stakeholders to solve root HR ops challenges, while navigating various levels of sensitivity, complexity and ambiguity
• Monitor stabilization of changes to ensure processes are executed reliably and at scale
• Manage day to day relationships with supplier, ensuring delivery of agreed-upon support & SLAs
• Recommend solutions to deflect or eliminate case demand
• Ensure the team is properly trained and data integrity and compliance requirements are satisfied
• Serve as a global connector between regions, ensuring successful follow-the-sun service delivery
• Develop training and communication plans for all levels, locations, and cross-functional partners
• Manage a NORAM-based team responsible for service governance & monitoring, day-to-day supplier oversight, escalations management and process improvement across designated areas of work
• Support effective recruiting, training, team building, and succession planning to help build an engaged, diverse, high-performing team
• Monitor regional tiered service health and performance via dashboards, reporting, analytics & insights
• Design change management for implementation to drive adoption of new processes or changes

Minimum Qualifications:

• Experience operating independently and leading scalable ops strategy, planning, and execution in the midst of change and ambiguity
• Experience collaborating, influencing, and gaining strategic alignment at all leadership levels, within a matrixed environment
• 8+ years of experience overseeing one or more service delivery functions (onboarding, offboarding, payroll, benefits, movement etc)
• 3+ years of experience managing a team and investing in team member development, as well as holding them accountable for measurable impact
• Experience performing root-cause analysis to problem solve and produce measurable outcomes
• Experience providing day-to-day oversight of a supplier/vendor(s)

Preferred Qualifications:

• Bachelor's degree in a business, operations, HR, consulting or equivalent experience
• Experience driving transformational change in a cross-functional environment
• Knowledge of the tech / software industry business models and core processes
• Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
• Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders