HR Service Delivery Lead — Operational Excellence

South Jersey Industries; Folsom (CA); On-site; USD 98,000 - 157,000; Full time

Benefits offered by this job

Flexible vacation & PTO

Health, dental, vision

401(k) matching

Disability insurance

Employee resource groups

Job summary

South Jersey Industries in the United States is seeking a Manager, HR Service Delivery to lead the evolution of the HR operating model and build a centralized, employee-centered service experience across the organization.

Reporting to the Director, HR Operations, this role will drive HR service delivery operations, case management, and continuous improvement initiatives to enable HR Business Partners and Centers of Excellence to focus on strategic priorities.

Qualifications

• 7+ years of progressive Human Resources, Shared Services, HR Operations, Employee Services, or Service Delivery experience.
• 3+ years of leadership experience managing teams, processes, or service delivery operations.
• Bachelor’s degree in Human Resources, Business Administration, or related field.
• Master’s Degree with 4 years of relevant experience.
• Equivalent experience may be considered in lieu of degree.

Responsibilities

• Lead day-to-day operation of the HR Service Delivery function, ensuring efficient, responsive, and consistent support for employees and managers.
• Manage and develop a team of HR professionals responsible for employee and manager support.
• Establish and maintain service standards, operational metrics, escalation processes, and governance practices.
• Build a scalable service delivery model that supports organizational growth while improving employee and manager experiences.
• Oversee intake, triage, resolution, and escalation of HR inquiries and employee requests.
• Partner with HR Centers of Excellence, HR Business Partners, Payroll, Benefits, and HR Technology teams to ensure seamless resolution of employee issues.
• Drive adoption of case management tools, knowledge management resources, and employee self-service capabilities.
• Lead operational HR processes and ensure accuracy, consistency, compliance, and service quality.
• Identify opportunities to simplify, standardize, automate, and improve HR processes across the employee lifecycle.
• Partner with HR Technology and business stakeholders to improve workflows, reporting, and operational capabilities.
• Support the development of documentation, procedures, service catalogs, and knowledge resources that enhance operational efficiency.
• Serve as a key leader in HR transformation initiatives and operating model enhancements.
• Utilize data, metrics, and employee feedback to identify opportunities for process improvement and service optimization.
• Drive operational excellence through continuous improvement methodologies and disciplined execution.
• Help establish scalable infrastructure and processes that support the long-term evolution of the HR function.
• Build strong partnerships with HR Business Partners, Centers of Excellence, Payroll, Benefits, HR Technology, and business leaders.
• Influence stakeholders across the organization to adopt new ways of working and support service delivery improvements.
• Provide leadership into enterprise change management efforts to support employee self-service and adoption of HR Service Delivery model.
• Foster a culture of accountability, customer focus, collaboration, and continuous improvement.

Skills

Operational improvement

HRIS Workday

Analytical skills

Multitasking

Stakeholder management

Education

Bachelor’s degree in HR/Business

Master’s degree with 4 years of relevant experience

Equivalent experience considered

Tools

Workday

Job description

South Jersey Industries in the United States is seeking a Manager, HR Service Delivery to lead the evolution of the HR operating model and build a centralized, employee-centered service experience across the organization.

Reporting to the Director, HR Operations, this role will drive HR service delivery operations, case management, and continuous improvement initiatives to enable HR Business Partners and Centers of Excellence to focus on strategic priorities.