Delivery Lead Senior Manager

Skill required: Talent HR - Employee Data Process Design

Designation: Delivery Lead Senior Manager

Qualifications: Any Graduation

Years of Experience: 16 to 25 years

What would you do
Lead end-to-end delivery of assigned HR Shared Services towers (e.g., Core HR, Talent Acquisition Operations, Case Management, HRIS support)
Ensure SLA / OLA compliance and service stability across geographies
Drive execution of productivity and transformation initiatives within delivery scope
Act as primary delivery interface for client HR Operations stakeholders
Support account-level strategy and transformation roadmap defined by CL5 leadership

What are we looking for
Experience in managing ANZ region clients
Candidate should be willing to work in Australia Standard working Hours
Knowledge of HCMs like SuccessFactors, Workday and Case mgmt tools like ServiceNow, Zendesk
Good Knowledge of Gen AI Agentic framework Practices. Should have some experience in implementing Gen AI/Agentic solutions in HR domain
Professional certifications in HR, project management (e.g., PMP), or technology platforms (e.g., Workday Certified) are advantageous.

Roles and Responsibilities:
1) Service Delivery Leadership
Manage end-to-end delivery of assigned HR service towers
Ensure achievement of contractual SLAs, OLAs, and KPIs
Monitor queue performance, backlog trends, and turnaround times
Drive service quality and operational stability across locations
Lead service performance reviews and operational governance forums
2) Operational Performance Management
Track and improve delivery performance metrics
Identify root causes of SLA breaches and implement corrective actions
Ensure compliance with service management frameworks
Drive continuous service improvement initiatives
Maintain delivery readiness across peak volume periods
3) Productivity Continuous Improvement Execution
Implement automation initiatives (RPA, workflow improvements, digital tools)
Support service catalog optimization and standardization
Improve case routing efficiency and resolution timelines
Execute span-of-control and pyramid optimization initiatives
Support location mix optimization aligned to delivery strategy
4) Transformation Initiative Deployment
Execute process reengineering initiatives within assigned towers
Support rollout of digital HR enablement solutions
Drive adoption of self-service and case deflection initiatives
Deliver productivity improvements aligned with account roadmap
5) Stakeholder Engagement
Act as primary interface with client HR Operations leadership
Engage with regional HR stakeholders and platform teams
Support governance discussions on delivery performance
Provide delivery insights and improvement recommendations
Build trusted relationships with client operational stakeholders
6) Reporting Analytics Governance
Review SLA dashboards and productivity reports
Monitor backlog trends and performance variances
Ensure accuracy and consistency of operational reporting
Support delivery forecasting and workload planning
7) Transition Stabilization Support
Support onboarding of new scope into delivery environment
Ensure SOP readiness and training completion
Lead delivery stabilization activities post-transition
Coordinate staffing readiness for new services
Support transition governance with mobilization teams
8) Escalation Risk Management
Manage delivery escalations within assigned towers
Address service disruptions and performance risks proactively
Resolve operational bottlenecks impacting service delivery
Escalate critical risks to CL5 leadership where required
Maintain delivery continuity across locations

Qualification Any Graduation