The Global Service Manager (GSM) - HR Operations & Service Delivery acts as a key central operational lead within the HR Administration function, supporting the delivery of high-quality global HR administration services across a global portfolio of customers. Serving as a primary point of contact, the GSM is responsible for coordinating customer onboarding, employee lifecycle administration, service delivery activities, and stakeholder communications while ensuring an exceptional customer experience throughout the customer journey.
This role encompasses both implementation and business-as-usual (BAU). Responsibilities include managing onboarding and transition projects, overseeing employee lifecycle administration, coordinating service delivery activities, monitoring operational milestones, and ensuring effective collaboration across customers, local service providers, and internal stakeholders. The GSM serves as a trusted advisor to customers, proactively managing expectations, identifying risks, driving resolution of issues, and helping ensure successful outcomes across complex global programs.
While the primary focus of the role is the delivery and coordination of HR Administration services, including employee lifecycle support, HR documentation, benefits administration coordination, and other employment-related processes, projects may also involve collaboration with Payroll, Accounting, Tax, Entity Management, HR, and other global expansion services. Successful delivery often requires coordination with Global Service Associates (GSAs), local service providers, subject matter experts, and cross-functional teams to provide a seamless, integrated customer experience across multiple jurisdictions and service lines.