The People Service Delivery Lead
The People Service Delivery Lead is an individual contributor responsible for end-to-end governance, monitoring, complex case management, delivery performance, and continuous improvement for one or more large functional areas and supporting vendors. This role partners closely with stakeholders to review and influence key health metrics and to drive measurable improvements in service outcomes, efficiency, and employee experience.
This role is ideal for someone who rolls up their sleeves, thrives in ambiguity, and is comfortable shifting priorities quickly as emerging business needs arise. You will dig into the details to identify service delivery gaps, lead escalations, and translate insights into durable fixes across process, policy, and technology.
A key expectation of this role is to be an active driver of AI adoption and creative problem solving in operations. You will look for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.
Responsibilities
- Own complex case management and processes requiring advanced domain expertise, strong judgment, and structured troubleshooting
- Lead service governance & monitoring, supplier oversight, operational performance reviews, escalations management, and process/technology improvements across one or more large functional areas
- Drive AI-enabled operational improvement, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes
- Use creativity and data-driven thinking to reimagine service delivery, simplify employee journeys, and eliminate recurring friction points
- Facilitate global connection between regions to enable consistent, “follow-the-sun” execution and continuous improvement through partnerships, change management, reporting, and forecasting
- Partner cross-functionally to solve end-to-end operational challenges while navigating sensitivity, complexity, and ambiguity with professionalism and discretion
- Develop and maintain clear documentation (SOPs, playbooks, governance routines), and provide training/mentoring support within your scope
- Perform user acceptance testing for system enhancements/bug fixes, ensuring workflows function as intended and are operationally ready at launch
- Stay agile and adapt quickly to shifting priorities, re-assessing tradeoffs and focusing effort where it will have the greatest impact
- Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational excellence and influence
Minimum Qualifications
- 6+ years of experience overseeing one or more service delivery functions (e.g., onboarding, offboarding, payroll, learning, benefits, transfers, etc.)
- Demonstrated ability to navigate competing and shifting priorities, execute in ambiguity, and maintain momentum in fast-changing environments
- Proven experience performing root cause analysis and delivering measurable outcomes (quality, speed, cost, employee experience)
- Strong communication skills, including simplifying complex topics and influencing stakeholders across levels
- Experience operating independently while supporting scalable ops strategy, planning, and execution during change and uncertainty
- Experience collaborating, influencing, and gaining alignment within a matrixed, cross-functional environment
- Experience driving transformational change across process, technology, and stakeholder groups
- Demonstrated interest in AI adoption and continuous improvement, with a track record of improving workflows and reducing manual effort (through automation, tooling, standardization, or process redesign)
Preferred Qualifications
- Experience providing day-to-day oversight of supplier/vendor performance and governance routines
- Experience applying AI tools and automation approaches in an operations environment (e.g., knowledge workflows, case triage support, quality monitoring, reporting automation)
- Knowledge of the tech/software industry business models and core processes
- Bachelor’s degree in business, operations, HR, consulting, or equivalent experience
Top 3 must-have HARD skills:
- Case management and HRIS administration
- Process design & documentation, SOP development
- Advanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas)
Good to have skills:
- Proven attention to detail
- Problem solving skills
- Able to navigate ambiguity
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