HR Service Center Manager

About the role

The HR Service Center Manager will lead a centralized HR service delivery function, providing employees and managers with timely, consistent, and accurate HR support. This role builds a service‑oriented operating model, defines service level agreements, and ensures seamless end‑to‑end employee service delivery across the organization.

Key responsibilities

• Design, implement and continuously improve the HR Service Center operating model and service catalogue.
• Define ownership, hand‑offs and escalation principles between the Service Center, HR Business Partners, Centers of Expertise, HRIS and other HR teams.
• Develop and monitor Service Level Agreements, response‑time targets and dashboards for request volumes, resolution times and employee satisfaction.
• Standardise employee administration processes, including forms, letters, certificates, payroll queries and benefit documentation.
• Own the implementation and operational management of HR ServiceNow as the primary platform for employee requests, cases, workflows, knowledge articles and performance reporting.
• Collaborate closely with HRIS, Payroll, HR Business Partners and other People teams to ensure seamless integration and continuous system improvement.

Required profile

• Proven experience leading an HR service delivery function or similar centre of excellence.
• Strong understanding of HR processes, service catalogues and SLA management.
• Ability to design and optimise end‑to‑end service workflows and drive technology‑enabled standardisation.
• Excellent stakeholder management skills to coordinate across HR Business Partners, Centres of Expertise and HRIS.

Required skills

• ServiceNow platform implementation and administration.
• Workflow configuration and optimisation.
• Reporting and dashboard creation.
• HRIS integration and support.