Global HR Operations & Service Delivery Lead

HSP Group; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

HSP Group is seeking a Global Service Manager (GSM) – HR Operations & Service Delivery to act as a central operational lead for global HR administration. The role coordinates onboarding, lifecycle administration, and service delivery across a global portfolio of customers and spans implementation and BAU initiatives.

The GSM collaborates with GSAs, local providers, and cross-functional teams to ensure an exceptional customer experience, maintains milestones, and drives improvements across

Qualifications

• 5+ years of experience in HR Operations or related customer-facing service delivery environments.
• Experience managing customer onboarding, implementation projects, and lifecycle administration across multiple countries or regions.
• Strong project coordination and stakeholder management experience, with the ability to manage multiple priorities and deadlines.
• Experience working directly with customers, local service providers, external partners, or vendors in a service delivery environment.
• Demonstrated experience identifying process improvement opportunities and implementing operational enhancements.
• Experience coordinating global HR services across multiple jurisdictions, including onboarding, payroll, benefits, compliance, or related services.
• Excellent English communication skills, both written and verbal.
• Spanish language skills are a plus.
• Experience working remotely across multiple time zones.

Responsibilities

• Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.
• Forecast onboarding and Go Live dates to ensure services launch on time and within budget.
• Liaise with local HSP experts and service providers, maintaining strong relationships and communication.
• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point for GSAs.
• Provide excellent customer-centric service.
• Coordinate account management post-implementation to resolve issues.
• Monitor service delivery status and align with Global Services Associate and Operations Director as needed.
• Adhere to SLAs in terms of responsiveness and quality where applicable.
• Update and maintain BAU systems ensuring data accuracy and timeliness.
• Create service tickets and verify data provided by customers and Local Service Partners.
• Monitor calendars to meet deadlines.
• Update regional knowledge bases.
• Provide feedback on processes and drive improvements.
• Onboard and train team members on Implementation or BAU activities.
• Respond to ad hoc queries and coordinate escalation or upsell opportunities.
• Track and forecast predefined key account metrics.
• Support operational projects and scale HR Administration.
• Perform additional duties as assigned

Skills

HR Operations

Onboarding

Project coordination

Stakeholder management

English communication

Tools

Salesforce

Workday

Jira

Monday.com

Freshdesk

Job description

HSP Group is seeking a Global Service Manager (GSM) – HR Operations & Service Delivery to act as a central operational lead for global HR administration. The role coordinates onboarding, lifecycle administration, and service delivery across a global portfolio of customers and spans implementation and BAU initiatives.

The GSM collaborates with GSAs, local providers, and cross-functional teams to ensure an exceptional customer experience, maintains milestones, and drives improvements across