Regional Hr Service Manager

Lancesoft; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global HR service provider is seeking a Regional Service Manager to manage HR IT services in the region. This role requires 8 to 10 years of experience in service delivery management, ideally in HR processes with SAP SuccessFactors. The successful candidate will exhibit strong leadership and communication skills to effectively manage stakeholders in a complex environment. Responsibilities include ensuring reliable HR IT services, tracking key metrics, and managing supplier relationships.

Qualifications

• 8 to 10 years of experience in service delivery management, ideally within HR processes.
• Good practical understanding of ITSM principles and ITIL framework.
• Self-driven and exhibits leadership skills.
• Strong communication skills for stakeholder management.

Responsibilities

• Manage IT services for the respective region delivered by global HR teams.
• Track, measure and improve key service metrics/KPIs.
• Manage key customer population comprising FC employees and HR SSC associates.
• Co-own and manage local services/applications roadmap.
• Perform supplier management for regional services.
• Focus on continual service improvement.

Skills

Service delivery management

Leadership skills

Communication skills

Tools

SAP SuccessFactors

Job description

As part of the new design, Global HR Service Delivery will be supported by a regional service management layer (in Asia, and likely also in Europe).

The primary objective of the Regional Service Manager is to ensure reliable and efficient HR IT services that are continually improving, and that enhances employee experiences, enables efficient HR processes and provides best value to our HR clients.

Key Responsibilities

• Will be responsible for managing the IT services for the respective region, delivered by global HR teams and/or regional teams (internally and externally)
• Track, measure and improve key service metrics/KPIs:
  • Tickets within Application SLAs / KPIs
  • USAT / CSAT for the target customer population.
  • Efficiency of services, such as first time right, cycle times, and similar KPIs
• Will be responsible for key customer population comprising FC employees, HR Shared service Center (SSC) associates, Opco HR.
• Will be co-own & manage the roadmap for local services/applications with RFC product owners, which might also include small projects to convert to global standard services.
• Will be expected to perform supplier management on behalf FC for regional services/applications, as well as financial management.
• Will be reporting to FC Global Service manager and working closely with RFC product owners (regionally and globally).
• Focuses pro-active approach to continually improving the services.

Mandatory Skill Requirements and Experience

• 8 to 10 years of experience in service delivery management. Ideally within HR processes areas with SAP Successfactors as platform.
• Shall have good practical understanding of ITSM principles & ITIL framework.
• Should be self-driven & shall exhibit leadership skills.
• Shall have strong communication skills to enable effective management of stakeholders / clients in a complex/matrixed organization.