Global Service Manager (GSM) - HR Operations & Service Delivery

Job Description

This is a remote role.

The Global Service Manager (GSM) - HR Operations & Service Delivery acts as a key central operational lead within the HR Administration function, supporting the delivery of high-quality global HR administration services across a global portfolio of customers. Serving as a primary point of contact, the GSM is responsible for coordinating customer onboarding, employee lifecycle administration, service delivery activities, and stakeholder communications while ensuring an exceptional customer experience throughout the customer journey.

This role encompasses both implementation and business-as-usual (BAU). Responsibilities include managing onboarding and transition projects, overseeing employee lifecycle administration, coordinating service delivery activities, monitoring operational milestones, and ensuring effective collaboration across customers, local service providers, and internal stakeholders. The GSM serves as a trusted advisor to customers, proactively managing expectations, identifying risks, driving resolution of issues, and helping ensure successful outcomes across complex global programs.

While the primary focus of the role is the delivery and coordination of HR Administration services, including employee lifecycle support, HR documentation, benefits administration coordination, and other employment-related processes, projects may also involve collaboration with Payroll, Accounting, Tax, Entity Management, HR, and other global expansion services. Successful delivery often requires coordination with Global Service Associates (GSAs), local service providers, subject matter experts, and cross-functional teams to provide a seamless, integrated customer experience across multiple jurisdictions and service lines.

Responsibilities:

• Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.
• Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.
• Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.
• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
• Provide excellent customer-centric service.
• Act as an ‘Account Manager’ to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
• Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
• Adhere to SLAs in terms of responsiveness and quality where applicable.
• Update and maintain BAU related systems ensuring data accuracy and timeliness.
• Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
• Monitor Calendars to ensure Customers and LSPs meet all deadlines.
• Update a regional and/or service line-specific knowledge base.
• Provide feedback on team processes and other business improvement initiatives.
• Actively train and onboard team members on Implementation or BAU related activities.
• Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
• Track and forecast pre-defined key account metrics.
• Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.
• Perform additional duties as assigned.

Qualifications:

• 5+ years of experience in HR Operations, HR Administration, People Operations, HR Shared Services, Global Employment, Employer of Record (EOR), Payroll Operations, or other customer-facing service delivery environments.
• Experience managing customer onboarding, implementation projects, employee lifecycle administration, or operational service transitions across multiple countries or regions.
• Strong project coordination and stakeholder management experience, with the ability to manage multiple priorities and deadlines simultaneously.
• Experience working directly with customers, local service providers, external partners, or vendors in a service delivery environment.
• Demonstrated experience identifying process improvement opportunities and implementing operational enhancements or scalable solutions.
• Experience supporting or coordinating global HR services across multiple jurisdictions, including onboarding, employee lifecycle administration, payroll, benefits, compliance, or related employment services.
• Experience working within fast-paced, growth-oriented, or evolving organizations where adaptability and problem-solving are essential.
• Proven ability to proactively identify operational challenges, develop solutions, and drive process improvements that enhance customer experience.
• Excellent English communication skills, both written and verbal.
• Additional language capabilities, particularly Spanish, are considered a plus.
• Experience working remotely and collaborating effectively across multiple time zones and geographies.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and related business tools.
• Experience using HRIS, CRM, ticketing, or workflow management systems such as Salesforce, Workday, SuccessFactors, Freshdesk, Jira, Monday.com, or similar platforms is a plus.

Requirements:

• Strong project coordination and organizational skills, with the ability to manage multiple customers, projects, and priorities simultaneously.
• Customer-focused mindset with excellent relationship management skills and a passion for delivering an exceptional customer experience.
• Dependable, consistent performer with a positive attitude and the ability to listen, collaborate, and build trust across the organization.
• Ability to coordinate, support, mentor and guide assigned GSAs to ensure successful service delivery and customer outcomes.
• Self-motivated, detail-oriented, and driven, with the ability to work independently and meet deadlines in a fast-paced environment.
• Excellent communication skills, with the ability to engage effectively with senior stakeholders, customers, local service providers, and internal teams.
• Ability to adapt and thrive in a growing, evolving, and fast-paced business environment.
• Collaborative team player who proactively contributes to team success and supports a positive working culture.
• Assertive yet tactful, with the ability to manage multiple internal and external stakeholder relationships effectively.
• Demonstrated ability to identify opportunities for process improvement, operational efficiencies, and service enhancements.
• Strong ownership mentality with the ability to proactively drive tasks, projects, and customer deliverables through to completion.
• Capable of mentoring, supporting, and sharing knowledge with colleagues within the HR Administration function.
• Adaptable, resilient, and comfortable managing ambiguity, change, and evolving customer requirements.