HR Service Delivery Manager
South Jersey Gas Company
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Benefits offered by this job
Job summary
South Jersey Industries (SJI) is seeking a Manager, HR Service Delivery to provide leadership in evolving the HR operating model and creating a consistent, scalable, employee-centered service experience across the organization.
Reporting to the Director, HR Operations, this role will lead HR service delivery operations, employee support processes, HR transactions, case management, and continuous improvement initiatives.
Qualifications
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- 7+ years in HR operations, shared services or service delivery.
- 3+ years of leadership experience managing teams.
- Master’s degree preferred; equivalent experience may be considered.
Responsibilities
- Lead day-to-day operation of the HR Service Delivery, ensuring efficient, responsive, and consistent support for employees and managers.
- Develop 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.
- 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.
Skills
Education
Tools
Job description
South Jersey Industries (SJI) is an energy holding company that delivers clean energy services to 700,000+ customers and businesses throughout 14 counties in New Jersey. As part of our core values, SJI is dedicated to being a community partner and developing innovative clean energy solutions to meet the needs of the future. To do this, we depend on our workforce of over 1,100+ talented, diverse employees who help us deliver safe, reliable, affordable clean energy for a better today and tomorrow.
At SJI, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.
South Jersey Industries (SJI) is seeking a Manager, HR Service Delivery to provide leadership in the evolution of the HR operating model and create a consistent, scalable, and employee-centered service experience across the organization.
Reporting to the Director, HR Operations, this role will be responsible for leading HR service delivery operations, employee support processes, HR transaction management, case management, and continuous improvement initiatives.
The Manager, HR Service Delivery will play a critical role in building and operationalizing a centralized HR support model that enhances employee experience, improves operational efficiency, and enables HR Business Partners and Centers of Excellence to focus on business advisement and consultation, and HR enablement of strategic priorities.
This position is ideal for a leader who enjoys building structure, simplifying processes, leveraging technology, leading through change and ambiguity, and driving operational excellence in a dynamic and evolving environment.
Lead the day-to-day operation of the HR Service Delivery function, ensuringefficient, 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.
Monitor service performance and identify opportunities to improve quality, responsiveness, and operational effectiveness.
Oversee intake, triage, resolution, and escalation of HR inquiries and employee requests.
Ensure a positive employee experience through timely and accurate service delivery.
Partner with HR Centers of Excellence, HR Business Partners, Payroll, Benefits, and HR Technology teams to ensure seamless resolution of employee issues.
Develop clear support pathways and service processes that create a consistent experience across the enterprise.
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.
Experience leading operational improvement initiatives and driving process standardization.
Experience working with HRIS platforms such as Workday or similar systems.
Strong analytical, problem-solving, and organizational skills.
Demonstrated ability to manage multiple priorities and deliver results in a fast-paced, changingenvironment.
Ability tobuild processes, structure, andoperatingdisciplines from the ground up.
Comfortable creating order, processes, and scalable solutions in environmentswhere established frameworks do not yet exist.
Thrives in environments where direction is emerging and solutions must be developed collaboratively.
Operationally excellent and highly organized.
Process-oriented with a continuous improvement mindset.
Comfortable building new capabilities and operating models.
Data-driven and focused on measurable outcomes.
Collaborative and skilled at working across multiple stakeholder groups.
Customer-focused while maintaining strong operational discipline.
Adaptable and effective in environments undergoing change and transformation.
Bachelor’s degree in Human Resources, Business Administration, or a related field.
7+ years of progressive Human Resources, Shared Services, HR Operations, Employee Services, or Service Delivery experience.
3+ years of leadership experience managing teams, processes/programs, or service delivery operations.
Master’s Degree with 4 years of relevant experience
Equivalent experience may be considered in lieu of degree
South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to "bring your whole self to work" every day.
SJI offers a competitive and comprehensive benefits package to eligible employees.
The SJI "Total Rewards" Benefits Package include:
- Flexible vacation, Paid Time Off, and Sick Leave package
- Comprehensive Health, Dental, and Vision Insurance
- Short-term and Long-term Disability Insurance
- 401(k), with generous company match
- Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship.
$97,875 - 156,600
We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.
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