APAC Service Transformation Director - HR Services

CBRE; Kuala Lumpur; On-site; MYR 350,000 - 500,000; Full time

Job summary

CBRE is seeking the APAC Service Transformation Lead to drive the evolution of People Services across the APAC region. You will establish a robust service management framework, optimize ServiceNow as the HR service delivery platform, and partner with regional and global teams to standardize and improve processes.

The role focuses on delivering an exceptional employee and customer experience, aligning with CBRE's global HR Service Transformation program and growth ambitions.

Qualifications

• Bachelor’s degree in HR, Business, Operations or related discipline.
• 10+ years in People Services, shared services, HR ops or service transformation in APAC.
• Experience building and operating service management frameworks (SLAs, KPIs, governance) in complex organisations.
• Strong hands-on ServiceNow HRSD or similar platforms.
• Proven ability to lead continuous improvement and translate data into insights across geographies.

Responsibilities

• Design and embed a service management framework for APAC People Services (catalogues, SLAs, KPIs, governance).
• Establish consistent service performance measurement and drive improvements.
• Champion employee and customer experience through experience-led design.
• Implement voice-of-the-customer mechanisms (CSAT, NPS) to inform enhancements.
• Support APAC People Services ServiceNow roadmap and align with global tech strategy.
• Lead requirements gathering, process redesign, and ServiceNow enhancements (Project Horizon).
• Advocate AI adoption in APAC People Services to drive digitization and personalization.
• Partner with in-country teams to harmonize processes and clarify ownership.

Skills

Service management

APAC regional experience

Leadership / stakeholder management

Data-driven problem solving

Experience with CSAT/NPS

Experience in service transformation

Education

Bachelor’s degree in HR, Business, Operations

Tools

ServiceNow HRSD

Job description

About The Role

As the APAC Service Transformation Lead, you will spearhead the evolution of our People Services function across the APAC region. This pivotal role focuses on establishing a robust service management framework, significantly enhancing employee and customer experience, and maximizing the utility of ServiceNow as our core HR service delivery platform. You will collaborate closely with regional and global teams to standardize, optimize, and continuously improve People Services, aligning with CBRE's global HR Service Transformation program and growth ambitions.

About The Role

As the APAC Service Transformation Lead, you will spearhead the evolution of our People Services function across the APAC region. This pivotal role focuses on establishing a robust service management framework, significantly enhancing employee and customer experience, and maximizing the utility of ServiceNow as our core HR service delivery platform. You will collaborate closely with regional and global teams to standardize, optimize, and continuously improve People Services, aligning with CBRE's global HR Service Transformation program and growth ambitions.

What You'll Do

• Design and embed a comprehensive service management framework for APAC People Services, including service catalogues, SLAs, KPIs, and governance.
• Establish consistent service performance measurement and drive continuous improvement initiatives to optimize service delivery.
• Champion an exceptional employee and customer experience by integrating experience-led design into processes and tools.
• Implement and evolve voice-of-the-customer mechanisms (e.g., CSAT, NPS) to inform and drive service enhancements.
• Support the delivery of the APAC People Services ServiceNow roadmap, ensuring alignment with global technology strategy.
• Lead regional requirements gathering, process redesign, and implementation of ServiceNow enhancements as part of Project Horizon.
• Support the evolution and adoption of AI within APAC People Services, driving digitization and automation to elevate efficiency and personalization.
• Act as a trusted partner to in-country People Operations teams and other stakeholders, harmonizing processes and clarifying ownership.

What You'll Need

• A Bachelor’s degree in Human Resources, Business, Operations, or a related discipline.
• Ideally 10+ years of experience in People Services, shared services, HR operations, or service transformation within an APAC regional environment.
• Demonstrated experience building and operating service management frameworks (SLAs, KPIs, governance) in complex, matrixed organizations.
• Strong hands-on experience with ServiceNow HR Service Delivery (HRSD) or similar enterprise service platforms.
• Proven ability to lead continuous improvement initiatives and translate data into actionable insights.Significant experience working across multiple geographies within the APAC region.
• Experience in leadership roles within multinational corporations, requiring strong influencing and collaboration skills with diverse stakeholders.
• A strong service-oriented mindset with a passion for employee experience and a data-driven approach to problem-solving.

Why CBRE?

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills, and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.