Service Delivery Manager - HR Service Desk

About the role

You own the front door of HR. You will turn country help desks, shared inboxes and informal routes into one tiered, multilingual service desk. Employees will get fast, accurate answers, and every query will be tracked, measured and used to improve how HR works. We use the following session cookies, which are all required to enable the website to function:

What you'll do

• Multi-channel HR contact centre (Tier 0–2), case management, knowledge management and employee self-service
• Transition and shared services set-up
• Map each country's current query channels, volumes, query types and resolution paths, and set the baseline
• Design the Q2R tiered model: Tier 0 self-service and chatbot, Tier 1 hub desk, Tier 2 hub specialists, and Tier 3 CoE or country HR, with clear handoff rules
• Set up the service desk for each transition wave, covering language coverage, time-zone rostering, channel setup and routing rules

What you need

• 15–27 yrs of experience
• ITIL
• Data privacy
• LLMs
• SAP
• BBA or MBA

Good to have

• ServiceNow
• Zendesk
• Salesforce
• Workday