Global HR Service Delivery Manager (Recruitment Operations/support)

Job Overview

The Global HR Service Delivery Manager is part of the Global Service Delivery (GSD) function and is responsible for leading Global Recruitment Support Operations (GRSO), ensuring consistent, efficient and well-governed recruitment support across the firm s global markets.

The role focuses on improving end-to-end recruitment operations by standardizing processes, reducing duplication and inefficiencies, strengthening service standards, and improving the experience of candidates, hiring managers, interviewers, Talent Acquisition teams and HR stakeholders.

It also supports the operational adoption of recruitment technology, automation and AI-enabled tools, helping the team use systems such as Workday, SmartRecruiters, Accurate and related platforms effectively to drive service improvement and operational value.

Who you will work with

Working with the global recruitment team, local recruitment and HR Managers and leaders.

What you will be responsible for

You will be responsible for leading a globally consistent, high-performing Recruitment Operations function that delivers trusted, efficient and high-quality support across the firms international markets. Working closely with Talent Acquisition teams, hiring managers and candidates, you will ensure the seamless delivery of recruitment processes while driving service excellence, operational efficiency and a positive stakeholder experience. You will build confidence in the service through responsiveness, accountability, quality and a strong customer-focused culture.

You will be responsible for continuously improving recruitment operations by using data, stakeholder feedback and a product mindset to optimise processes, strengthen governance and enhance service delivery. You will drive the adoption of technology and AI-enabled solutions, identifying opportunities to automate routine activity, improve efficiency and create more scalable ways of working, whilst maintaining appropriate human oversight, compliance and accountability.

You will lead, coach and develop a high-performing team, fostering a culture of ownership, learning agility, continuous improvement and service excellence. You will ensure the team has the skills, knowledge and confidence to adapt to changing business needs, embrace new technologies and deliver exceptional support across the recruitment lifecycle.

You will play a key role in shaping the future of Talent Acquisition Operations, acting as the bridge between people, process and technology. By delivering scalable, data-driven and technology-enabled services, you will help create the foundations that enable recruiters to focus on higher-value talent acquisition activities and ensure the function remains agile, effective and fit for the future.

What you will do

• Lead day-to-day recruitment operations across the firms global markets, ensuring a high-quality, consistent and efficient service through platforms such as Workday, SmartRecruiters and Accurate.
• Own global recruitment processes, service standards, governance frameworks and documentation, ensuring consistency and standardisation across the global markets whilst accommodating local legal, regulatory and business requirements where appropriate.
• Drive process harmonisation, simplification and continuous improvement, reducing duplication, inefficiencies, manual effort and operational risk across the recruitment lifecycle.
• Improve candidate and stakeholder experience through timely communication, seamless coordination, effective query resolution and clear ownership of operational activities.
• Strengthen collaboration and accountability across teams, improving operational hand-offs and building confidence in the global Recruitment Operations service and operating model.
• Use service metrics, reporting and operational insight to monitor performance, improve data quality and process discipline, and identify opportunities for enhancement.
• Support the adoption of recruitment technology, automation and AI-enabled solutions, improving efficiency whilst maintaining appropriate human judgement, governance and compliance.
• Build team capability in systems, processes, technology and new ways of working, fostering a culture of learning agility, service excellence and continuous improvement.
• Lead, coach and develop a high-performing team, embedding a relationship-led, customer-focused operating model built on trust, accountability and ownership.
• Proactively identify, manage and escalate operational and compliance risks associated with global recruitment support operations activities and changing business requirements.