HR Operation Service Delivery Manager

Given your work experience, we believe it would be a great opportunity for you to progress in your career at Capgemini.

HR Operations Service Delivery Manager

Location: Mumbai/Navi Mumbai

Experience: 11 - 14 Years

Job Description

Role Purpose

The role exists to lead multiple teams within HR Operations , shaping HR service strategy, scaling delivery, and driving measurable value for the business.

Main Overview

The HR Operations Service Delivery Manager owns the end-to-end delivery of HR operational services, driving stable operations, SLA and KPI performance, continuous improvement to meet business and employee needs.

The role defines and evolves operating models, drives productivity and capability improvements, and sponsors transformation initiatives in collaboration with delivery, process, and transformation leaders.
The Service Delivery Manager manages complex stakeholder relationships and ensures that services are positioned to meet both current demand and future business needs.

Key Responsibilities

Accountabilities

• Own end to end performance of multiple teams or a defined service tower, ensuring consistent delivery of outcomes, targets, and service maturity objectives.
• Define, implement, and continuously evolve the operating model for the assigned service scope, including organization structure, capacity strategy, and performance framework.
• Drive productivity, efficiency, and quality improvements across teams through standardization, automation, and capability uplift.
• Manage senior stakeholder relationships at service, functional, or regional level, ensuring alignment on priorities, expectations, and outcomes.
• Sponsor, govern, and oversee change and transformation initiatives impacting the service area, ensuring benefits realization and sustainable adoption.
• Own financial performance for the service scope, including cost management, productivity targets, and contribution to savings and value creation initiatives.
• Ensure a strong risk, control, and compliance posture across teams, including audit readiness, issue remediation, and adherence to governance standards.
• Develop leadership capability within the organization by coaching Team Managers and building succession pipelines.

Key Decisions

• Service and capacity strategy decisions within the assigned scope (e.g. scaling, skill mix, sourcing model, and location strategy).
• Prioritization of improvement, automation, and transformation initiatives within budget, risk, and capacity constraints.
• Resolution approach for complex escalations affecting multiple teams, processes, or stakeholders.
• Investment recommendations related to tools, technology, analytics, or capability build for the service area.
• Decisions on service scope evolution (e.g. stabilize, optimize, expand, or transform) within delegated authority.

Key Skills & Competencies

• Strong service leadership and end to end delivery ownership mindset.
• Proven stakeholder management and executive communication skills.
• Ability to lead change, transformation, and continuous improvement at scale.
• Analytical and data driven decision making capability.
• Experience working in complex, multilocation or global delivery environments.

Experience & Qualifications

• Significant experience in shared services, service delivery, operations, or functional leadership roles.
• Proven track record of managing multiple teams or service towers.
• Experience defining and scaling operating models and service frameworks.
• Exposure to transformation, automation, or largescale change initiatives.