Description
Service Delivery Manager - HR Services
Contract role
Large Mining Company
Purpose
To identify, influence, and coordinate HR service delivery work activity with the Business Units (BUs) and Global Shared Services (GSS) to ensure a quality end to end HR Service is provided to the customers. Including monitoring and driving service performance of GSS, participating in service reviews, leading work transitions, monitoring transition progress, identifying issues and risks as well as finding the right solution to remove any barriers to a successful, timely, quality service delivery to a BAU operational mode.
Tasks
Customer Centric
- Working with BU HR colleagues to ensure a quality end-to-end HR Service is delivered to customers by HR & GSS.
- Representing the needs of the business and HR, ensuring that the service delivered to customer effectively balances the global requirements with the local operational requirements.
- Acting as the primary day-to-day interface between BU and GSS in managing the performance of Service Delivery through the agreed service management framework which will be governed by Service Level Agreements and Key Performance Indicators.
- Ensuring appropriate adherence to and improvement of these measures as well as resolving any service delivery issues which occur.
Work Scope
- Establish the standard HR processes and the detailed process steps between BU, GSS and Customers
- Oversight and solution design for the Anglo American Process Framework to drive cohesive end to end processing.
- Develop detailed service standards, levels and protocols that the BU and GSS will work towards and formulate oversight management processes for the validation of service compliance
Service Delivery Transition:
- Responsible to ensure all transition activities happen on time and to agreed quality. Ensuring alignment and coordination of transition activities to ensure duplication of effort is avoided.
- Coordinate with Centres of Expertise (COE), BU, Functional teams in conjunction with GSS to adjust transition approach if appropriate, being aware of AA requirements, commercial impacts and following agreed governance process.
- Support the change management and communication process between BUs and GSS
Performance & Delivery
- Act as the primary day-to-day interface between BU and the GSS
- Monitor and ensure the quality of the day-to-day service delivery by GSS including review, analysis and discussion of SLA and KPI reports; identifying and monitoring corrective actions to drive improved performance.
Qualifications:
- Bachelor's degree in relevant field or equivalent experience
Required skills
Technical Knowledge:
Operations:
- Experienced Service Delivery Manager in a multi-disciplinary and commercial environment
- Experience of working within a shared services environment within a complex multi-national/country organisation with multiple stakeholders in the HR Services area.
- Experienced HR Process Lead or equivalent on HR transformation projects
- Experienced and knowledgeable in the design and development of HR Shared Service supporting technology eg ERP or HR system, portal, knowledge, chat and ticketing systems
- Experience of managing cross discipline teams along with third party suppliers to tight deadlines
Commercial:
- Completed the design and implementation of a shared services project and been involved within a global shared services project
- Advanced knowledge of project planning processes and techniques, sources of risks and dependencies and their impact on programme success, particularly within a shared services organisation
- Proven track record of successful program deployments with quantifiable results and ROI
- Proven track record of going deep into problem resolutions when necessary, but able to articulate the bigger picture and solution creation
Technical Skills: Ability to apply the following skills at a defined level of proficiency required for the role
- Operations:
- Proficient understanding of HR systems, processes, frameworks and standards at a global scale.
- Proficient at designing remediation plans to address productivity and efficiency issues, and track record of following through to ensure closure
- Proficient in the interpretation of benchmarks, identification of performance gaps and development of targeted, effective plans to achieve measurable improvements
- Advanced ability to detect and resolve problems and issue resolution
- Proficient Project Management skills including a thorough understanding of how to interpret business needs and translate them into operational requirements in a commercial environment. Including advanced monitoring, reporting and planning skills
- Advanced verbal, analytical and numeracy skills leading to problem solving and solution generation skills
Commercial:
- Understanding of business and customer drivers that generate value and impact decision making
- Business case development, quantifying value and addressing stakeholder/customer requirements
- Understanding of broader business drivers and impacts in relation to change embedment
Management:
- Identification of strategic risks and opportunities that could materially impact the operation and implementation of appropriate processes and systems to mitigate/leverage them
- Data analysis and management for decision-making