HR Service Delivery Manager – GBS

ng (Malaysia) Sdn Bhd; Bayan Lepas; On-site; MYR 130,000 - 160,000; Full time

Job summary

A global HR services firm in Penang is looking for an HR Service Delivery Manager to lead its HR Operations team. The ideal candidate will drive process improvements, manage HR systems like Workday and ServiceNow, and enhance both employee and manager experiences globally. Applicants should have proven HR Operations leadership experience and strong communication skills. This role offers a unique opportunity to influence HR services on a global scale.

Qualifications

• Proven experience leading HR Operations or HR Shared Services.
• Experience managing HR systems especially Workday and ServiceNow.
• Ability to drive process improvements and engage senior leaders.

Responsibilities

• Lead and develop the HR Operations team to deliver shared services.
• Drive ownership of HR lifecycle events focusing on communications.
• Act as a SME for HR processes and global service delivery projects.
• Improve HR communications and knowledge management.
• Partner with HR leadership for process improvements.

Skills

HR Operations / HR Shared Services leadership

Workday experience

ServiceNow experience

Process excellence

Communication skills

Analytical skills

Microsoft Office proficiency

Education

Degree or post-graduate in HR, Business, or related field

Tools

Workday

ServiceNow

Job description

Overview

Are you a proactive problem-solver with a passion for optimizing processes and delivering an exceptional employee experience?

We are seeking a HR Service Delivery Manager to lead and inspire our HR Operations team in Penang. In this role, you will be a driving force in shaping how HR services are delivered globally — ensuring operational excellence, advancing HR systems (Workday, ServiceNow), and enabling seamless employee lifecycle experiences. You will partner closely with HR Business Partners and Centres of Excellence to streamline processes, champion digital solutions, and deliver people-focused HR services. This role is perfect for someone who thrives on improving processes, leading high-performing teams, and driving impactful HR transformation on a global scale.

Responsibilities

• Lead, coach, and develop the HR Operations team in Penang to deliver best-in-class shared services.
• Drive ownership of HR lifecycle events (Performance Management, Engagement Surveys, Annual Reviews) with a strong focus on communications and support for senior leaders.
• Act as a subject matter expert (SME) for HR processes and global HR service delivery projects, including but not limited to Workday and ServiceNow enhancements.
• Oversee HR portal content, HR communications, and knowledge management to enable self-service and AI-driven solutions in the future.
• Partner with HR leadership to design and implement process improvements that enhance employee and manager experiences worldwide.
• Ensure compliance with HR policies, governance, and global standards.
• Serve as Tier 2 escalation point for complex HR queries, providing specialist advice and resolution.
• Lead HR communication and change initiatives to increase case deflection and promote HR service adoption.

What you will Bring

• Proven experience in HR Operations / HR Shared Services leadership roles.
• Strong background in HR systems (Workday and/or ServiceNow experience is highly advantageous).
• Demonstrated ability to lead and inspire teams in a fast-paced, global environment.
• Track record of driving process excellence, automation, and service improvements.
• Skilled in engaging senior leaders, managing projects, and delivering clear HR communications.
• Analytical mindset with the ability to create and interpret reports/dashboards.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Tertiary qualifications (degree or post-graduate) in Human Resources, Business, or related field.