Service Delivery Partner

Job Description Position Title

Service Delivery Partner

$72,000-$86,800 per year

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range. PL may vary based on experience.

International Paper

6400 Poplar Ave.

Memphis, TN 38197

The Service Delivery Partner is a key member of the HR Service Delivery team, responsible for delivering high-quality support across core HR functions. A critical part of this role involves resolving and documenting employee issues related to payroll, benefits, leave administration, and general HR services. The Service Delivery Partner serves as a trusted, knowledgeable resource for business HR, ensuring timely resolution of escalations and maintaining compliance with company policies and employment regulations

• Receive and respond to complex employee inquiries and escalations related to payroll discrepancies, benefit coverage, leave eligibility/status
• Receive and respond to escalated tickets from HR expressing concern or dissatisfaction with any supported processes and/or vendors
• Collaborate with third party partners and internal stakeholders to troubleshoot and resolve issues
• Maintain accurate documentation of cases, resolutions, and follow-up actions in HR case management system
• Prepare HR reports and metrics related to service delivery and issue resolution
• Provide guidance regarding payroll and benefit related policies and processes
• Exhaust all efforts to prevent further escalations including after action reviews and root cause analysis with third parties
• Continuously improve utilization of HR service channels and tools and provide training where gaps exist

• Bachelor’s degree in human resources, Business Administration, or related field
• 3–5 years of HR experience with a strong focus on payroll, benefits, and leave administration
• Experience researching and resolving employee service issues with professionalism and discretion
• Familiarity with HRIS systems and case management tools
• Excellent communication, analytical, and problem-solving skills
• Ability to manage sensitive information and maintain confidentiality
• Detail-oriented with strong organizational and multitasking abilities

• Experience in a shared services or multi-site HR environment
• PHR or SHRM-CP certification
• Proficiency in data analysis and HR reporting tools

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets

Leadership training, promotional opportunities

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 125 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

International Paper (NYSE: IP) is the global leader in sustainable packaging solutions. With company headquarters in Memphis, Tennessee, USA, and EMEA (Europe, Middle East and Africa) headquarters in London, UK, we employ more than 65,000 team members and serve…