HR Service Delivery Operations Lead

Role Purpose

This role leads India-based HR service delivery operations, ensuring high-quality, efficient, and customer-focused execution of agreed HR services.
The role is accountable for operational delivery, people leadership, service performance, operational controls, and continuous improvement of services delivered from India. The role operates within established global HRSS governance, service standards, and operating models.
The role works closely with Global HRSS leadership, Governance, HRES, and regional stakeholders to support service delivery performance and implementation of agreed transformation and improvement initiatives.
Global policy, service design, and operating model decisions remain with Global HRSS leadership, CoEs, and HRES as applicable.

Key Responsibilities

Lead India-based HR service delivery operations in line with global HRSS strategy and agreed service definitions.

Lead managers and operational teams delivering HR shared services against agreed SLA, KPI, quality, and productivity targets.

Manage operational delivery across multiple regions and time zones while ensuring service consistency and compliance with established processes and controls.

Act as an escalation point for service delivery issues within agreed governance routes.

Support implementation of agreed HRSS transformation initiatives including process harmonization, automation, and service improvements.

Identify operational improvement opportunities and recommend them to HRSS leadership.

Manage the operating budget, workforce planning activities, vendor spend, and operational resource requirements within approved limits.

Work closely with Governance, HRES, HR Delivery teams, and regional stakeholders to ensure effective operational delivery and issue resolution.

Ensure operational risks, controls, audit requirements, and compliance obligations are managed appropriately within the delivery organization.

Represent India operations in HRSS service reviews, operational governance meetings, and transformation working groups as required.

Support capability development, coaching, and performance management within the operational team structure.

Key Skills, Competencies and Experience

Strong experience managing HR operations or shared services delivery teams.

Experience leading medium to large operational teams within a global or regional delivery environment

Strong stakeholder management and operational governance capability.

Experience managing operational performance, escalations, and service quality.

Knowledge of HR operational processes, service delivery models, and process controls.

Experience working within matrix and multicultural environments.

Strong communication, leadership, coaching, and organizational skills.

Experience supporting operations across multiple time zones is desirable.

Experience working with HR systems such as SuccessFactors or ServiceNow is preferred.

Qualifications

Bachelor's degree or equivalent relevant experience.

Experience in HR Operations, Shared Services, or Global Business Services environments.

Additional HR or operational leadership certifications are desirable.

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.