People Service Delivery Lead
Payrate: $75.00- $75.59/hr. The People Service Delivery Lead is an individual contributor responsible for end-to-end service governance, monitoring, complex case management, operational performance oversight, and continuous improvement across one or more large functional areas and supporting vendors. This role partners closely with stakeholders to review key service health metrics, drive measurable improvements in service outcomes, efficiency, and employee experience, and support the delivery of high-quality people services.
Responsibilities
- Own complex case management activities require advanced domain expertise, sound judgment, and structured troubleshooting.
- Lead service governance, monitoring, supplier oversight, operational performance reviews, escalation management, and continuous improvement efforts across assigned functional areas.
- Drive operational excellence by identifying opportunities for AI-enabled automation, workflow optimization, knowledge management enhancements, and case deflection strategies.
- Use data-driven thinking and creative problem-solving to simplify employee experiences and eliminate recurring service challenges.
- Facilitate collaboration across global regions to support consistent follow-the-sun service delivery, reporting, forecasting, and continuous improvement initiatives.
- Partner with cross-functional stakeholders to solve operational challenges while exercising discretion and professionalism when handling sensitive matters.
- Develop, maintain, and improve operational documentation, including standard operating procedures (SOPs), playbooks, governance routines, and process documentation.
- Provide training, knowledge transfer, mentoring, and operational guidance within areas of responsibility.
- Perform user acceptance testing (UAT) for system enhancements and defect resolutions to ensure functionality and operational readiness.
- Monitor changing business priorities and re-evaluate work efforts to ensure resources remain focused on the highest-impact activities.
- Support transformational initiatives involving process, technology, and operational improvements.
- Continuously expand knowledge across functional domains, tools, and emerging AI capabilities to strengthen service delivery effectiveness.
Education Requirements
- Bachelor's degree in Business, Operations, Human Resources, Consulting, or a related field is preferred.
- Equivalent combination of education and relevant experience will be considered.
Experience Requirements
- 6+ years of experience overseeing one or more service delivery functions such as onboarding, offboarding, payroll, learning, benefits, employee transfers, or related operational areas.
- Experience managing complex case resolution and operational processes require strong judgment and problem-solving skills.
- Demonstrated success operating in environments with competing priorities, ambiguity, and changing business needs.
- Experience performing root cause analysis and implementation improvements that positively impact quality, efficiency, cost, or employee experience.
- Experience collaborating with stakeholders in matrixed and cross-functional organizations.
- Experience driving process, technology, and organizational change initiatives.
- Experience supporting operational strategy, planning, and execution while working independently.
- Experience with vendor or supplier oversight and governance activities is preferred.
- Experience applying AI tools, automation solutions, or workflow optimization techniques in an operational environment is preferred.
Required Skills
- Complex case management.
- HRIS administration.
- Process design and documentation.
- SOP development and maintenance.
- Service delivery governance and operational monitoring.
- Escalation management.
- Root cause analysis and structured problem-solving.
- Advanced Microsoft Excel or Google Sheets skills, including pivot tables, VLOOKUP, formulas, and reporting.
- Strong verbal and written communication skills.
- Stakeholder management and influencing skills.
- Cross-functional collaboration.
- Operational performance analysis and reporting.
- Change management and continuous improvement.
- Ability to work effectively in ambiguous and fast-changing environments.
- Strong organizational skills and attention to detail.
Preferred Skills
- Vendor and supplier performance management.
- AI adoption, workflow automation, and operational efficiency improvement.
- Knowledge management and process optimization.
- Quality monitoring and reporting automation.
- Knowledge of technology or software industry business models and operational processes.
- Strong analytical and creative problem-solving abilities.
- Ability to identify opportunities for operational simplification and service enhancement.
- Proven ability to deliver high-quality work within established timelines.
- Team-oriented mindset with the ability to collaborate effectively across diverse groups.