HR Service Manager

About the role:

We are seeking an HR Service Manager Offshore with strong coordination capabilities to manage HR service delivery across a complex organizational landscape in Spain, ensuring consistency and compliance across multiple entities, work centers, and diverse labor frameworks.
This role oversees the operational delivery, performance monitoring, and continuous improvement of HR services handled by offshore teams (N0 and N1 levels). You will act as the primary link between offshore operations and the internal SSC organization while ensuring operational excellence in HR systems, reporting, stakeholder management, and corporate project rollouts.

Key Responsibilities:

Service Delivery & Operations

• Ensure timely and accurate handling of employee requests through the portal and ticketing tools.
• Monitor and coordinate daily operations of N0 and N1 levels.
• Supervise team leaders, agents, and quality analysts.
• Guarantee compliance with SLAs, OLAs, and KPIs.
• Coordinate activities with teams in BCOE and GCC.
• Ensure service consistency and compliance across 23 Spanish entities, 22 work centers, and 39 collective agreements, adapting processes to local labor requirements.

Governance & Reporting

• Prepare and present operational dashboards and performance reports.
• Lead service review meetings with internal stakeholders.
• Manage ad-hoc and recurring reporting processes.

Project & Rollout Support

• Oversee data maintenance in corporate HR systems such as ONEHRIS and MYHR.
• Ensure data quality and compliance with internal standards.
• Support the rollout of corporate initiatives and projects.

Stakeholder Management

• Act as the primary liaison between offshore operations and internal HR teams (N2/N3).
• Collaborate closely with Process Owners to align service delivery and drive continuous improvement.

Requirements:

• Bachelor's or Master's degree in HR, Business Administration or a related field (Vocational Education Training also considered).
• Minimum 5 years of experience in HR service delivery or shared services.
• At least 2+ years in a managerial role within service delivery or HR operations.
• Solid understanding of HR service delivery models, ITIL or similar methodologies.
• Experience with ticketing and workflow tools (Neocase, ServiceNow, Jira).
• Proficiency in SAP HR, Oracle, or similar HRIS platforms.
• Strong analytical and reporting skills (Excel, Power BI, SAP BW/BI, Analysis for Office, SAP queries).
• Fluency in English and Spanish (mandatory).
• Knowledge of Spanish labor legislation (desirable).
• Strong time management and deadline adherence.
• High accuracy and attention to detail.
• Excellent planning and organizing skills.
• Strong customer focus and stakeholder management.
• Adaptability, stress resilience, and ability to manage changing priorities.
• Result-oriented, proactive, and reliable in meeting objectives.
• Strong sense of responsibility, ownership, and decisiveness.
• Team-oriented leadership and collaboration skills.