Global Service Manager, HR Administration – Service Delivery

This is a fully remote position, open to applicants in Hungary, +1 more country.

📋 Description

• Serve as the primary operational leader for global HR Administration service delivery.

• Oversee customer onboarding, employee lifecycle management, service delivery initiatives, and communication with stakeholders.

• Manage onboarding and transition projects, operational milestones, and business as usual (BAU) tasks.

• Develop project plans, onboarding/transition strategies, RAIDS logs, and SteerCo reports.

• Anticipate onboarding and Go Live timelines to ensure timely and budget-friendly service launches.

• Collaborate with local HSP specialists and service providers.

• Act as the customer’s Single Point of Contact and escalation point for Global Service Administrators (GSAs).

• Facilitate the resolution of critical service delivery and account management challenges after implementation.

• Track service delivery progress and align efforts with GSAs and the Operations Director.

• Comply with relevant SLAs regarding responsiveness and service quality.

• Maintain BAU systems, ensuring data accuracy, managing service tickets, calendars, and knowledge repositories.

• Validate customer and Local Service Partner information while monitoring deadlines.

• Address customer inquiries and manage escalations or opportunities for service enhancements.

• Monitor and project key account performance metrics.

• Assist with operational projects and the growth and development of HR Administration.

• Train and onboard team members in implementation and BAU processes.

• Offer insights on processes and initiatives for business improvement.

• Coordinate with Payroll, Accounting, Tax, Entity Management, HR, GSAs, local providers, subject matter experts, and cross-functional teams.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in HR Operations, HR Administration, People Operations, HR Shared Services, Global Employment, Employer of Record (EOR), Payroll Operations, or similar customer-facing service environments.

• Proven experience in managing customer onboarding, implementation projects, employee lifecycle administration, or operational service transitions across various countries or regions.

• Strong background in project coordination and stakeholder management.

• Experience in direct interaction with customers, local service providers, external partners, or vendors in a service delivery context.

• Skilled in identifying process improvement opportunities and implementing operational enhancements or scalable solutions.

• Background in supporting or coordinating global HR services across multiple jurisdictions, including onboarding, employee lifecycle management, payroll, benefits, compliance, or related employment services.

• Experience in dynamic, growth-oriented, or transforming organizations.

• Excellent written and verbal communication skills in English.

• Experience working remotely and collaborating across different time zones and regions.

• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and related business applications.

• Familiarity with HRIS, CRM, ticketing, or workflow management platforms such as Salesforce, Workday, SuccessFactors, Freshdesk, Jira, Monday.com, or similar systems is an advantage.

• Additional language skills, especially in Spanish, are a plus.

• Strong capabilities in project coordination, organization, relationship management, communication, mentoring, problem-solving, process improvement, and taking ownership.

🏝️ Benefits

• Play a vital role in one of HSP's rapidly growing service lines.

• Engage with global customers as they expand into new markets.

• Have a significant impact on operational processes as the business scales.

• Collaborate with international teams across various service lines.

• Join a high-growth organization that values innovation, ownership, and continuous improvement.

• Enjoy a remote work arrangement.