HR Delivery Manager

International Business Machines Corporation; Quezon City; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

IBM Consulting in the Philippines seeks an HR Delivery Manager to lead outsourced HR services for healthcare clients. You will own SLAs, KPIs, governance, and client governance, delivering high-quality HR operations, process improvement, and risk management in a matrix environment.

You will partner with senior stakeholders, drive continuous improvement, and foster an inclusive, high-performing team culture while ensuring compliance and client satisfaction across the healthcare sector.

Qualifications

• Significant experience in HR service delivery, HR outsourcing, shared services, or a similar operational environment.
• Mandatory experience in the healthcare sector.
• Proven experience managing SLAs, KPIs, governance, and client escalations.

Responsibilities

• Act as the primary operational contact for assigned clients and build strong relationships with senior stakeholders.
• Oversee outsourced HR services in line with SLAs, KPIs, contractual requirements, and quality standards.
• Monitor performance against service measures, dashboards, and governance processes; identify gaps.
• Lead business process improvements across HR delivery operations and partner with transformation teams.
• Provide direction and coaching to delivery teams in a matrixed organization and collaborate with cross-functional teams.
• Produce accurate, timely operational reports and translate data into actionable insights.

Skills

HR delivery

Healthcare

Stakeholder management

Governance

Data analysis

Continuous improvement

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your role and responsibilities

The HR Delivery Manager is a senior operational leader responsible for the reliable, compliant, and scalable delivery of outsourced HR services to healthcare clients. The role is the primary operational point of contact for assigned clients and ensures that services are delivered in line with agreed service level agreements (SLAs), key performance indicators (KPIs), contractual commitments, quality standards, and healthcare-sector requirements.

The role requires a unique combination of healthcare-sector experience, HR delivery expertise, client relationship management, commercial acumen, data-driven decision-making, operational leadership, and strategic thinking. The HR Delivery Manager will work confidently at both strategic and operational levels within a matrixed BPO environment to optimize HR processes, improve service performance, manage operational risk, and deliver an excellent client experience.

The successful candidate will lead through influence, drive continuous improvement, and ensure that client needs are consistently met while maintaining operational efficiency, service quality, and compliance.

Healthcare-sector experience is mandatory for this role.

Key Responsibilities

Client and Stakeholder Management

• Act as the primary operational contact for assigned clients.
• Build and maintain strong relationships with senior client stakeholders.
• Understand client objectives, business priorities, operational challenges, and healthcare workforce requirements.
• Lead regular service reviews, governance meetings, and performance discussions.
• Manage client concerns, escalations, and service issues through to resolution.
• Communicate service performance, risks, opportunities, and improvement plans.
• Present data-driven insights and recommendations to senior stakeholder groups.

HR Service Delivery

• Oversee the delivery of outsourced HR services in line with SLAs, KPIs, contractual requirements, and quality standards.
• Manage service performance across HR administration, employee lifecycle processes, recruitment support, case management, and reporting.
• Ensure effective work allocation, workload balancing, resource utilization, and operational coverage.
• Monitor workflows and identify opportunities to improve efficiency, accuracy, turnaround times, and customer experience.
• Ensure consistent use of standard operating procedures, controls, and governance processes.
• Coordinate with delivery teams to resolve operational challenges and maintain service continuity.
• Lead root-cause analysis and corrective actions for recurring or high-impact issues.

SLA, KPI, and Performance Management

• Own and monitor performance against agreed SLAs, KPIs, service measures, and contractual commitments.
• Establish performance management routines, dashboards, reporting packs, and governance mechanisms.
• Analyze trends, service data, customer feedback, and operational metrics.
• Identify performance gaps and implement corrective and preventive action plans.
• Escalate risks, service failures, dependencies, and potential contractual impacts.
• Track improvement initiatives through to completion and validate the benefits delivered.

Continuous Improvement

• Lead and support business process improvement initiatives across HR delivery operations.
• Identify process inefficiencies, control weaknesses, duplication, and opportunities for standardization or automation.
• Use structured improvement methodologies to determine root causes and implement sustainable solutions.
• Partner with technology, process excellence, analytics, and transformation teams to deliver change.
• Promote a culture of continuous improvement, innovation, accountability, and service excellence.
• Assess the operational and client impact of process, policy, and technology changes.

Leadership and Matrix Collaboration

• Provide direction, coaching, and operational leadership to delivery teams and team leaders.
• Work effectively in a matrixed organization and influence stakeholders without direct authority where required.
• Collaborate with HR, operations, technology, finance, legal, compliance, analytics, and project management teams.
• Support workforce planning, capability development, succession planning, and performance management.
• Foster an inclusive, high-performing, and client-focused team culture.
• Ensure teams understand priorities, responsibilities, service expectations, and performance measures.

Reporting and Governance

• Produce accurate, timely, and insightful operational reports.
• Translate complex data into clear business insights, trends, risks, and recommendations.
• Maintain effective governance, issue management, risk management, and control processes.
• Ensure decisions, actions, service changes, and improvement plans are appropriately documented.
• Support audits, compliance reviews, client assessments, and contractual governance activities.

Required technical and professional expertise

• Significant experience in HR service delivery, HR outsourcing, shared services, BPO, or a similar operational environment.
• Mandatory experience in the healthcare sector.
• Experience managing outsourced HR services or complex operational relationships with healthcare clients.
• Proven experience managing SLAs, KPIs, operational governance, service reviews, and client escalations.
• Experience in forecasting, cost management, resource planning, productivity management, and capacity planning.
• Experience leading business process improvement, operational transformation, or service optimization initiatives.
• Experience managing work allocation and operational performance across multiple teams or service lines.
• Experience working in a matrixed, multi-stakeholder environment.
• Proven experience engaging senior stakeholders and presenting data-driven insights.
• Strong understanding of HR processes, employee lifecycle management, HR shared services, and service delivery models.
• Experience using reporting tools, dashboards, data analysis, and performance management systems.

Preferred technical and professional experience

• HR operations with a healthcare background and demonstrated healthcare-sector experience
• Client relationship management
• Operational and commercial acumen
• SLA and KPI management
• Data analysis and insight generation
• Business process improvement
• Senior stakeholder engagement
• Matrix leadership and collaboration
• Change and transformation management
• Risk, issue, and escalation management
• Communication and presentation
• Decision-making and problem-solving
• Quality and continuous improvement

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.