People Service Delivery Lead
Meta

Job Info

The People Service Delivery (PSD) team's mission is to run the best people focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers. As part of PSD, the Service Delivery and Oversight team delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. This team serves as a People Ops central POC collaborating with key cross functional leaders to ensure the health and integrity of our service delivery.The People Service Delivery Lead is an individual contributor responsible for the overall governance, monitoring, complex case management, delivery and continuous improvement for one or more large functional areas and supporting vendors. The role reviews and influences key health metrics, then seeks to implement efficiency gains within our delivery model.In the service areas this lead oversees, they should be able to independently support operations and strategic initiatives within the Service Delivery and Oversight organization. The lead will need to dig into the details to improve and resolve service delivery gaps and escalations as well as conduct root cause analysis. This role requires you to be able to quickly understand the current state, identify blockers, and work with cross-functional teams to ensure overall service delivery is optimized. This person will need to effectively communicate with various levels of leadership, assess competing needs, and effectively prioritize to meet Service Delivery KPIs.In this role, the lead will proactively contribute to org-wide initiatives such as major HR system changes, work transitions to supplier, etc. The ideal candidate is a problem solver, critical thinker, collaborator, and effective communicator.

People Service Delivery Lead Responsibilities:

• Manage complex cases and processes that require advanced domain expertise and troubleshooting skills
• Oversee service governance & monitoring, supplier oversight, operations monitoring, escalations management, process & technology improvement across one or more large functional areas
• Facilitate global connection between regions to ensure successful service delivery in order to optimize and evolve operations through partnerships, project/change management, reporting and forecasting
• Cross-functional collaboration and stakeholder management to solve end to end process and operational challenges while navigating various levels of sensitivity, complexity and ambiguity
• Create and oversee documentation around key work functions, providing training and mentoring support on your designated area of work
• Seek out opportunities to automate and enhance our operations to be more efficient (e.g. deflect or eliminate case demand), while keeping employee experience as the utmost priority
• Perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
• Regularly look for opportunities to up-skill and increase knowledge across domains, being adaptable to a fast paced changing environment

Minimum Qualifications:

• 6+ years of experience overseeing one or more service delivery functions (onboarding, offboarding, payroll, benefits, transfers, etc)
• Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
• Experience performing root-cause analysis to problem solve and produce measurable outcomes
• Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
• Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
• Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
• Experience driving transformational change in a cross-functional environment

Preferred Qualifications:

• Experience providing day-to-day oversight of a supplier/vendor(s)
• Knowledge of the tech / software industry business models and core processes
• Bachelor's degree in a business, operations, HR, consulting or equivalent experience

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