HR Delivery Manager

IBM; Quezon City; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

IBM Consulting is seeking an HR Delivery Manager to lead outsourced HR services for healthcare clients. You will ensure SLAs and KPIs are met while maintaining quality and governance, acting as the primary operational contact and driving client satisfaction across a matrix delivery environment.

The role requires healthcare-sector experience, strong stakeholder management, data-driven decisions, and the ability to lead across teams to improve performance and service delivery.

Qualifications

• Experience in HR service delivery or shared services.
• Healthcare-sector experience is mandatory.
• Proven ability to manage SLAs, KPIs and governance.
• Experience in matrix organizations and client escalation.
• Strong data analysis and insight generation.

Responsibilities

• Lead outsourced HR services delivery for healthcare clients.
• Manage SLAs, KPIs, and service governance effectively.
• Build and maintain relationships with senior client stakeholders.
• Drive continuous improvement and operational efficiency.
• Coordinate with cross-functional teams in a matrix organization.

Skills

HR delivery

Healthcare sector

SLA / KPI management

Stakeholder management

Data analysis

Leadership

Education

Bachelor's Degree

Tools

Reporting tools

Dashboards

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.

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.

Key Responsibilities

Healthcare-sector experience is mandatory for this role.

• 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.

Preferred Education

Bachelor's Degree

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