Service Delivery Manager - HR Service Desk
Bureau Veritas (company site, opens in a new tab)15+ yrsNoidaOn-siteDirect career pageEst. 35–55 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Own the design, transition, and operation of a multi-channel, multilingual HR service desk for global employee query resolution.
- Act as Global Process Owner for Query to Resolution (Q2R), responsible for case management, knowledge base, SLAs, quality assurance, and continuous improvement using analytics and AI tools.
- Build and lead the service desk team from the ground up, including workforce planning, performance management, and culture alignment to meet service level and customer satisfaction targets.
Minimum Requirements
- Minimum 15 years in HR or employee services with at least 7 years leading a multi-country HR service desk.
- Experience setting up or transitioning HR contact centres into shared services formats with multilingual, multi-time-zone operations.
- Master's degree in HR, Business, or related field.
- Work Experience Required: 15+ years in HR or employee services; notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in running large-scale, multilingual HR shared services hubs with proven ability to implement standardized, digitally enabled global HR service operations.
- Strong in data-driven decision making including analytics and AI to optimize service delivery and customer satisfaction.
- Skilled in building and managing multi-level teams with clear governance, quality assurance, and workforce management in a matrixed international environment.