DELIVERY MANAGER-HUMAN RESOURCES OPERATIONS

Introduction

The Manager - EDM will lead end-to-end HR service delivery operations covering the full employee lifecycle — from onboarding to offboarding — within a shared services environment. This role will be responsible for ensuring seamless service delivery, process excellence, and continuous improvement across all H2R processes while managing a global stakeholder base and a team of HR operations professionals.

Your role and responsibilities

• Oversee and manage the entire employee lifecycle processes including on-boarding, employee data management, payroll coordination, benefits administration, performance management support, transfers, and separations.

• Lead a team of HR Shared Services associates to ensure timely, accurate, and high-quality service delivery in line with defined SLAs and KPIs.

• Act as a single point of contact for global/regional HR, business leaders, and COEs for Hire-to-Retire related operations.

• Drive process optimization, standardization, and automation initiatives across the H2R value chain.

• Ensure compliance with organizational policies, audit standards, and data privacy norms.

• Manage HR systems (e.g., Workday, SAP, Oracle HCM, SuccessFactors) and ensure data accuracy and reporting integrity.

• Partner with Payroll, Finance, IT, and other support functions for smooth cross-functional operations.

• Identify and resolve operational challenges, implementing root-cause analysis and corrective actions.

• Prepare and publish metrics, dashboards, and governance reports for leadership review.

• Coach, mentor, and develop team members to build a high-performing HR Operations function.

• Support transition and stabilization of new processes into the shared services model.

Required technical and professional expertise

• 8-10 years of total experience with a minimum of 4-5 years in HR Shared Services / HR Operations managing the Hire-to-Retire lifecycle.

• Proven experience in people management, service delivery, and stakeholder engagement at a global or regional level.

• Strong understanding of HR processes, systems, and policies (Workday / SAP / Oracle HCM preferred).

• Demonstrated ability to manage metrics, SLAs, and continuous improvement projects.

• Strong analytical, problem-solving, and process-orientation skills.

• Excellent communication and interpersonal skills to work with cross-functional and global teams.

• Flexibility to work in night shifts (US time zone).

• Bachelor’s degree in Business Administration, Commerce, or a related field.

Preferred technical and professional experience

• MBA / PGDM in Human Resources preferred.

• Exposure to global HR service delivery and process transition environments.

• Experience in automation tools / HR analytics (Power BI, Tableau, etc.).

• Certification in Lean, Six Sigma, or Project Management.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.