HR Service Delivery Manager

PM Consulting; Pasig; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

PM Consulting seeks an experienced HR Service Delivery Manager to oversee HR operations across Benefits, People Operations, People Experience, and Talent Acquisition. You will serve as the escalation point for complex employee matters while guiding HR teams to deliver high‑quality services.

The ideal candidate will be a strategic, hands‑on HR leader with strong service delivery, stakeholder management, and people leadership experience, able to partner with business leaders and drive continuous

Qualifications

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field.
• At least 10 years of professional HR experience.
• At least 5 years of experience in HR service delivery and people management.
• Experience overseeing multiple HR functions such as Benefits, People Operations, People Experience, and Talent Acquisition.
• Strong experience in stakeholder management, issue resolution, and escalation handling.
• Demonstrated ability to lead, coach, and manage HR teams.
• Strong organizational, analytical, and problem‑solving skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively in a fast‑paced, service‑oriented environment and manage competing priorities.
• Strong understanding of HR processes, policies, and best practices.

Responsibilities

• Lead and oversee the delivery of HR services across Benefits, People Operations, People Experience, and Talent Acquisition functions.
• Ensure HR processes and services are delivered efficiently, accurately, and consistently.
• Serve as an escalation point for complex HR issues, employee concerns, and service delivery challenges.
• Provide guidance and support to HR teams in resolving operational and employee-related matters.
• Act as a backup resource for critical HR functions and ensure continuity of service delivery.
• Manage, coach, and develop HR team members to strengthen performance, accountability, and service quality.
• Monitor service delivery performance and identify opportunities to improve HR processes, workflows, and employee experience.
• Partner with business leaders and key stakeholders to understand workforce needs and address HR-related concerns.
• Ensure compliance with company policies, HR standards, and applicable employment regulations.
• Support the implementation of HR initiatives, process improvements, and organizational changes.
• Prepare and communicate relevant HR metrics, operational updates, and insights to leadership.

Skills

Stakeholder management

People leadership

HR service delivery

Communication

Problem-solving

Analytical thinking

Interpersonal skills

Education

Human Resources

Psychology

Business Administration

Tools

HRIS systems

Job description

We are looking for an experienced HR Service Delivery Manager to oversee key HR operations and ensure the effective delivery of people-related services across the organization. This role will provide leadership across Benefits, People Operations, People Experience, and Talent Acquisition, while serving as a key escalation point for complex employee and operational concerns.
The ideal candidate is a strategic yet hands‑on HR leader with strong service delivery, stakeholder management, and people leadership experience.

Key Responsibilities

• Lead and oversee the delivery of HR services across Benefits, People Operations, People Experience, and Talent Acquisition functions.
  
• Ensure HR processes and services are delivered efficiently, accurately, and consistently.
  
• Serve as an escalation point for complex HR issues, employee concerns, and service delivery challenges.
  
• Provide guidance and support to HR teams in resolving operational and employee-related matters.
  
• Act as a backup resource for critical HR functions and ensure continuity of service delivery.
  
• Manage, coach, and develop HR team members to strengthen performance, accountability, and service quality.
  
• Monitor service delivery performance and identify opportunities to improve HR processes, workflows, and employee experience.
  
• Partner with business leaders and key stakeholders to understand workforce needs and address HR-related concerns.
  
• Ensure compliance with company policies, HR standards, and applicable employment regulations.
  
• Support the implementation of HR initiatives, process improvements, and organizational changes.
  
• Prepare and communicate relevant HR metrics, operational updates, and insights to leadership.
  

Qualifications

• Bachelor’s degree in Human Resources, Psychology, Business Administration, or a related field.
  
• At least 10 years of professional HR experience.
  
• At least 5 years of experience in HR service delivery and people management.
  
• Experience overseeing multiple HR functions such as Benefits, People Operations, People Experience, and Talent Acquisition.
  
• Strong experience in stakeholder management, issue resolution, and escalation handling.
  
• Demonstrated ability to lead, coach, and manage HR teams.
  
• Strong organizational, analytical, and problem‑solving skills.
  
• Excellent communication and interpersonal skills.
  
• Ability to work effectively in a fast‑paced, service‑oriented environment and manage competing priorities.
  
• Strong understanding of HR processes, policies, and best practices.
  

Preferred Skills

• HR shared services or HR operations experience
  
• Process improvement and service delivery management
  
• HR metrics and reporting
  
• Employee relations and issue resolution
  
• Change management
  
• Stakeholder and vendor management
  
• HR systems/HRIS experience