Global Service Manager, HR Administration – Service Delivery

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

📋 Description

• Serve as a pivotal operational leader within HR Administration.

• Provide exceptional global HR administration services to a diverse customer portfolio.

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

• Manage onboarding and transition initiatives, track operational milestones, and foster collaboration among customers, local service providers, and internal teams.

• Act as a trusted advisor, managing customer expectations, recognizing risks, resolving issues, and facilitating successful outcomes across global initiatives.

• Oversee HR documentation, benefits administration, and processes related to employment.

• Collaborate with Payroll, Accounting, Tax, Entity Management, HR, Global Service Associates, local service providers, subject matter experts, and cross-functional teams.

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

• Anticipate onboarding and Go Live dates to ensure timely and budget-compliant service launches.

• Act as the single point of contact (SPOC) for customers and escalation point for Global Service Associates (GSAs).

• Facilitate the resolution of critical post-implementation service delivery or account management issues.

• Monitor service delivery status and comply with relevant SLAs.

• Maintain business-as-usual (BAU) systems, validate customer and local partner data, create service tickets, and track deadlines.

• Manage regional or service-line knowledge bases.

• Provide feedback for process improvements and assist in operational projects and HR Administration scaling.

• Train and onboard team members on implementation and BAU tasks.

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

• Track and project key account metrics.

• Mentor, support, and guide assigned Global Service Associates (GSAs).

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Over 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 interacting directly with customers, local service providers, external partners, or vendors in a service delivery context.

• Familiarity with identifying process improvement opportunities and executing operational enhancements or scalable solutions.

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

• Experience in dynamic, growth-focused, or evolving organizations.

• Demonstrated ability to recognize operational challenges, devise solutions, and implement process improvements.

• Exceptional English communication skills, both written and verbal.

• Experience working remotely and collaborating across various time zones and locations.

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

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

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

🏝️ Benefits

• Play a significant role in one of HSP's fastest-growing service lines.

• Work closely with global customers who are expanding into new markets.

• Influence and shape operational processes as the business continues to grow.

• 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.