HR Service Center Manager

About the role

The HR Service Center Manager will design, implement and continuously improve a centralized HR service delivery function for a large mining operation. Reporting to senior HR leadership, the role ensures that employees and managers receive timely, consistent and accurate HR support through standardized processes and digital self‑service tools.

Key responsibilities

• Define and execute the HR Service Center operating model, including service catalogue, tiered support levels and hand‑off procedures with HR Business Partners, Centers of Expertise and Payroll.
• Establish Service Level Agreements (SLAs) for all major HR services and monitor performance against targets.
• Lead the implementation and operational ownership of ServiceNow as the primary platform for employee requests, case management, workflow automation, knowledge articles and reporting.
• Coordinate with the HRIS team to configure integrations, generate dashboards and drive continuous system improvement.
• Standardize case‑management processes, employee forms and transaction handling to shift from person‑dependent administration to technology‑enabled service delivery.
• Escalate and resolve recurring service failures, ensuring adherence to defined turnaround times for payroll queries, certificates, letters and other HR transactions.

Required profile

Required skills

• ServiceNow platform for HR case management and workflow configuration.