Service Readiness Lead

System One; Erlanger (KY); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Service Readiness Lead, where you will play a crucial role in implementing a new time and attendance technology across North America. This strategic position involves coordinating service delivery processes, enhancing HR operations, and ensuring seamless integration with a third-party contact center. With a focus on continuous improvement and stakeholder engagement, you will drive efficiencies and transform payroll interactions for employees. This is an exciting opportunity for a seasoned HR professional to leverage their skills in a dynamic project environment and contribute to meaningful change.

Qualifications

• 8+ years in HR or HR Shared Services with focus on service delivery.
• Experienced in creating process documentation and training content.

Responsibilities

• Coordinate all activities within the E2E Service Delivery project plan.
• Oversee knowledge content creation and ensure optimal use of repositories.

Skills

Human Resources

Service Delivery

Process Documentation

Data Analysis

Project Management

Stakeholder Management

Education

Bachelor's Degree in Human Resources

Project Management Certification

Tools

SharePoint

Case Management Tools

Job description

Title:Service Readiness Lead
ALTA is supporting a 18-24 month contractopportunity working remote.
8 AM to 4PM CST.

ALTA IT Services is a wholly owned subsidiary of System One, a leading provider of specialized workforce solutions and integrated services. ALTA is an established leader in IT Staffing and Services, for both government and commercial enterprises across the United States, specializing in Program & Project Management, Application Development, Cybersecurity, Data & Advanced Analytics, and Agile Transformation Services.

This is a key role within a project to implement a new time/attendance technology across US and Canada. In addition to transforming our colleagues’ payroll interactions and experiences, the scope of this project also includes the delivery of a 3rd party contact center, and work content changes for the internal retained team.

As a member of the Service Delivery workstream, this role will ensure the HR team and support resources in plants and in Finance are trained, equipped and ready to work in concert with the new payroll & WFM partner to deliver transformed processes that drive efficiency, accuracy, control and a great user experience. Ensure new partner team is ready to deliver its services and that appropriate E2E controls are in place. Implement optimized roles and structures within operational HR teams to complement the work performed by vendor and provide strong oversight of data entry and process support work retained in the plants/wider business.

Who you are:

• 8+years working in Human Resources or HR Shared Services, with a focus on service delivery.
• Experienced with process documentation creation, inclusive of SOPs and training/education content.
• Data and detail-oriented with ability to think strategically and drive continuous improvement.
• Experience with contact centers (either internal or 3rd party) preferred

How you will contribute:

• Act as the focal point and coordinator of all activities identified within the E2E Service Delivery (HR) project plan. Act as day-to-day contact for cross-tower activities including participation in project meetings, reporting on tower status and providing updates to the project plan.
• Coordinate and facilitate (as required) creation of Clientprocess documentation ensuring integration and appropriate hand-offs with supplier SOPs; all necessary stakeholder review and approval of supplier and ClientSOPs; consistent standard & format; definition of processes to maintain. Support cross-project process mapping activities as required.
• Oversee knowledge content creation; identify optimal use of different repositories for ease of reference by end users (internal SharePoint; vendor portal tools, etc); create knowledge content relating to service delivery management processes (case creation, escalations, etc).
• Work with supplier contact center service delivery lead to confirm case management tool set-up, liaising with Clientprocess towers to ensure appropriate use of case managementtool is built into all applicable processes. Identify Clientaccess requirements to case management tool (service delivery roles). Confirm supplier reporting on case/service level metrics meet Client requirement
• Coordinate planning for service rehearsal testing including definition of E2E test scenarios, identification of testers and execution of test scenarios.
• Partner with OCM Learning lead regarding learning content requirements for HR service delivery roles.
• Support role mapping and training needs analysis for HR service delivery teams

What you will bring:

• Ability to be an advisor to a variety of project team members. Advocate for the business, using knowledge of Clientto help shape program assumptions and strategy.
• A strong desire to drive the success of Client. A willingness to ‘roll your sleeves up’ and deliver practical outcomes. A practical mindset to solve problems collaboratively and creatively.
• Technical aptitude– confident and capable user of a variety of systems.
• Experience with managing to set deadlines & operating in an accelerated working environment alongside a variety of other functions (Finance, Operations, etc.) Prior project involvement is a plus.
• Proven ability to develop strong working relationships and to engage, communicate with, influence, and manage different stakeholders.
• Experience of process design and/or of delivering system training to others would be an advantage.

How you can grow with this position:

• This is a strategic role, a great opportunity to develop your leadership skills within a project environment.
• Grow your project management and technology implementation experience.
• Become a subject matter expert and point of contact for Client HR Operations processes.

Additional Information:

• The duration of the implementation project is likely to be approx. 21 months, with the exact timeline defined during project planning phase.
• This role will support all Clientlocations across US and Canada. For this reason the work location of applicants will not impact their suitability for this role. Occasional business travel may be required

Ref: #860-IT Cincinnati