Senior Associate, Service Management

<h2><b>Career Category</b></h2>Human Resources<h2></h2><h2><b>Job Description</b></h2><p><b>Senior Associate, HR Service Management</b></p><p><b>Talent Experience &amp; Operations</b></p><p></p><p><b>Role Purpose</b></p><p>The <b>Senior Associate, HR Service Management</b> plays a key role in supporting the governance and delivery of HR services within the Talent Experience &amp; Operations vertical. The role focuses on ensuring consistent service delivery, adherence to defined service standards, and effective operational support across HR processes and systems.</p><p>This position supports the HR Service Enablement &amp; Governance by managing service operations, tracking performance, maintaining governance documentation, and ensuring compliance with enterprise service management standards.</p><div></div><p><b>Key Responsibilities</b></p><p><b>1. Service Management</b></p><ul><li>Monitor HR Service Delivery processes across key platforms (e.g., ServiceNow, Workday) to ensure efficient and accurate case handling.</li><li>Maintain and update the HR Service Catalogue and associated workflows to ensure accurate representation of available services.</li><li>Partner with process owners to ensure HR service delivery aligns with global and regional business needs.</li><li>Support effective coordination between HR, IT, and vendor partners to resolve system or service disruptions.</li></ul><p><b>2. Service Governance &amp; Compliance</b></p><ul><li>Monitor and report on service performance against defined SLAs and KPIs, ensuring transparency and operational accountability.</li><li>Maintain documentation of standard operating procedures (SOPs), process maps, and control frameworks to support audit readiness.</li><li>Ensure compliance with data privacy, risk management, and HR governance standards.</li><li>Support internal and external audits, risk assessments, and corrective action follow-up.</li><li>Assist in maintaining consistency of global HR service taxonomies and service delivery frameworks.</li></ul><p><b>3. Service Insights</b></p><ul><li>Prepare and maintain service performance dashboards and periodic reports summarizing service trends, volumes, and performance outcomes.</li><li>Identify recurring issues or service bottlenecks and escalate them to appropriate governance forums for resolution.</li><li>Partner with HR Operations leadership to interpret service data and support operational decision-making.</li></ul><div></div><p><b>Key Deliverables</b></p><ul><li>Accurate and timely HR service performance dashboards and SLA.</li><li>Maintained service catalogue, SOPs, and governance documentation.</li><li>Audit-ready HR service processes aligned to compliance and quality standards.</li><li>Consistent, efficient HR service delivery experience for employees and HR partners.</li></ul><div></div><p><b>Experience &amp; Qualifications</b></p><ul><li><b>Experience:</b> 5–8 years in <b>HR Shared Services</b>, <b>HR Service Delivery</b>, or <b>HR Operations</b> roles with exposure to service governance or service management frameworks.</li><li><b>Education:</b> Bachelor’s degree, or relevant experience</li><li><b>Technical Skills:</b><ul><li>Proficiency with ServiceNow, Workday, or similar HR service management platforms.</li><li>Strong data management and reporting capability (Excel, Power BI, or equivalent tools).</li><li>Knowledge of service governance frameworks, incident management, and process documentation.</li></ul></li><li><b>Certifications (Preferred):</b> ITIL Foundation, Lean/Six Sigma Green Belt.</li><li><b>Core Competencies:</b><ul><li>Detail-oriented with a strong process and compliance mindset.</li><li>Analytical and structured problem-solving ability.</li><li>Excellent communication and stakeholder coordination skills.</li><li>Ability to operate effectively in a global, matrixed HR environment.</li></ul></li></ul><p></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p>.