HR Operations & Service Expert

Job Description

The HR Operations & Service Expert provides strategic leadership and oversight for HR service delivery enablement and operational effectiveness across the global HR ecosystem. This role serves as a senior advisor to HR Operations leadership, provides guidance and support to Lead Consultants and Service Managers, and drives the continued maturity of the HR service delivery operating model. The Expert is responsible for advancing governance, service performance, operational excellence, capability development, and stakeholder engagement across internal teams and external service partners.

This individual plays a critical role in shaping the future of service management through data‑driven decision making, continuous improvement, and operational transformation.

• Lead complex service management portfolios and enterprise-wide operational initiatives.
• Provide guidance, coaching, and support to Lead Consultants and Service Managers on service issues, complex escalations, and operational priorities.
• Partner with senior HR and COE leaders to influence service strategy, governance, and operational roadmaps.
• Develop and mature service management frameworks, governance standards, and operating practices.
• Establish enterprise reporting, metrics, and analytics that provide transparency into service performance and operational effectiveness.
• Lead resolution of complex service issues, operational barriers, and cross-functional challenges.
• Conduct quality reviews and identify opportunities to improve service delivery consistency, compliance, and employee experience.
• Drive operational excellence initiatives that improve quality, efficiency, scalability, and effectiveness across the service delivery ecosystem.
• Ensure consistency and standardization across global service delivery partners and operating models.
• Lead vendor governance activities, service reviews, contractual performance discussions, and continuous improvement initiatives.
• Develop organizational capability through mentoring, coaching, knowledge sharing, and service management leadership.
• Partner with senior leadership to shape future‑state service delivery capabilities and transformation initiatives.

• Service Management & Governance – Establishes and evolves governance frameworks, service standards, and performance mechanisms that drive accountability, transparency, and continuous improvement across HR service delivery.
• Strategic Leadership & Influence – Partners with senior leaders to shape service strategy, influence enterprise decisions, and align operational priorities with HR and business objectives.
• Capability Building & Influential Leadership – Develops service management capability across teams through coaching, knowledge sharing, leadership, and the advancement of operational best practices.
• Vendor & Global Stakeholder Management – Leads relationships with internal and external partners to ensure consistent service delivery, operational performance, governance, and stakeholder satisfaction globally.
• Operational Excellence & Process Optimization – Identifies and leads opportunities to improve service quality, employee experience, operational efficiency, and scalability across the HR service delivery model.

• 7 or more years of experience in HR Operations, Shared Services, Service Delivery, Service Management, Vendor Management, HR Programs or related disciplines.
• Demonstrated success leading complex global operating models and HR service delivery functions.
• Strong executive presence with proven ability to influence senior leaders and enterprise stakeholders.
• Extensive experience driving operational transformation, governance, and continuous improvement initiatives.
• Proven experience managing global vendors, outsourced partnerships, and service performance frameworks.
• Demonstrated capability building, coaching, and leadership experience across complex operational environments.

• This job does not have supervisory duties.

Expected compensation for this role ranges from $85, annually. Actual salary offered to successful candidates will vary based on…