Deputy Manager_Service Transformation
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Job Description
Structured overview of role & requirementsAbout This Role
Own end-to-end support for implementation, enhancement, and governance of HR ticketing and case management platforms, including SAP ESM.
Coordinate cross-functional teams (HR, Technology, vendors, business) to deliver HR service transformation initiatives and improve employee experience.
Drive process analysis, improvement, documentation, and governance while managing stakeholder engagement and adoption/change efforts.
Minimum Requirements
Bachelor's degree in HR, Business Administration, Information Systems, Engineering, or related discipline.
7-10 years of experience in Service Transformation, HR Operations, Shared Services, PMO, Process Improvement, or Service Management environments.
Practical experience with HR ticketing and case management platform implementation or enhancement; SAP ESM exposure preferred.
Strong knowledge of service management principles including workflow design, SLA management, and governance frameworks.
Ideal Candidate Profile
Experienced in coordinating large-scale HR technology and service transformation programmes involving multiple stakeholders and vendors.
Skilled in business analysis, process mapping, and managing delivery with focus on service excellence and employee experience.
Comfortable operating in complex shared services and transformation environment with ability to manage multiple priorities and communicate at all levels including leadership.