The People Service Delivery Lead is an individual contributor responsible for the overall governance, monitoring, delivery and continuous improvement for one or more large functional areas and supporting vendors. The role reviews and influences key health metrics, then seeks to implement efficiency gains within our delivery model.
In the service areas this lead oversees, they should independently support operations and strategic initiatives within the Service Delivery and Oversight organization. The lead will need to dig into the details to improve and resolve service delivery gaps and escalations as well as conduct root cause analysis. This role requires you to quickly understand the current state, identify blockers, and work with cross-functional teams to ensure overall service delivery is optimized. This person will need to effectively communicate with various levels of leadership, assess competing needs, and effectively prioritize to meet Service Delivery Key Performance Indicators.
In this role, the lead will proactively contribute to organization-wide initiatives such as major Human Resources system changes, work transitions to supplier, etc.People Service Delivery Lead - Short Term Employee (STE) Responsibilities
- Responsible for service governance and monitoring, day-to-day supplier oversight, escalations management, service health and process improvement across one or more large functional areas
Monitor regional tiered service health and performance via dashboards, reporting, analytics and insights. - Support project/change management implementation to drive adoption of new processes or changes Monitor stabilization of changes to ensure processes are executed reliably and at scale
- Provide operational support and manage time-sensitive service delivery and urgent escalations
- Create and review documentation around key work functions, providing training and mentoring support on your designated area of work
- Simplify existing processes and tools through automation and enhancement of our operations to be more efficient, while keeping employee experience as the utmost priority
- Collaborate cross-functionally across People Service Delivery and People@ stakeholders to solve HR operations challenges, while navigating various levels of sensitivity, complexity and ambiguity across a Global team
- Monitor regional tiered service health and performance via dashboards, reporting, analytics & insights.
- 5+ years of experience managing one or more service delivery functions (onboarding, offboarding, payroll, benefits, transfers, etc)
- Experience navigating competing/shifting priorities, operating independently, supporting scalable operations and getting things done in a fast-paced, ambiguous environment
- Experience performing root-cause analysis to problem solve and produce measurable outcomes
- Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
- Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
- Experience providing day-to-day oversight of a supplier/vendor(s)
- Agile Project/Program Management Qualification
- Bachelor's degree in a business, operations, HR, consulting or equivalent experience
Equal Employment Opportunity Meta is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice here.
Meta is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, fill out the Accommodations request form.
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