HR Service Delivery Manager
About The Position
South Jersey Industries (SJI) is seeking a Manager, HR Service Delivery to provide leadership in the evolution of the HR operating model and create a consistent, scalable, and employee-centered service experience across the organization. Reporting to the Director, HR Operations, this role will be responsible for leading HR service delivery operations, employee support processes, HR transaction management, case management, and continuous improvement initiatives. The Manager, HR Service Delivery will play a critical role in building and operationalizing a centralized HR support model that enhances employee experience, improves operational efficiency, and enables HR Business Partners and Centers of Excellence to focus on business advisement and consultation, and HR enablement of strategic priorities. This position is ideal for a leader who enjoys building structure, simplifying processes, leveraging technology, leading through change and ambiguity, and driving operational excellence in a dynamic and evolving environment.
Requirements
- Experience leading operational improvement initiatives and driving process standardization.
- Strong analytical, problem-solving, and organizational skills.
- Demonstrated ability to manage multiple priorities and deliver results in a fast-paced, changing environment.
- Ability to build processes, structure, and operating disciplines from the ground up.
- Comfortable creating order, processes, and scalable solutions in environments where established frameworks do not yet exist.
- Thrives in environments where direction is emerging and solutions must be developed collaboratively.
- Operationally excellent and highly organized.
- Process-oriented with a continuous improvement mindset.
- Comfortable building new capabilities and operating models.
- Data-driven and focused on measurable outcomes.
- Collaborative and skilled at working across multiple stakeholder groups.
- Customer-focused while maintaining strong operational discipline.
- Adaptable and effective in environments undergoing change and transformation.
- Bachelor’s degree in Human Resources, Business Administration, or a related field.
- 7+ years of progressive Human Resources, Shared Services, HR Operations, Employee Services, or Service Delivery experience.
- 3+ years of leadership experience managing teams, processes/programs, or service delivery operations.
- Master's Degree with 4 years of relevant experience
- Equivalent experience may be considered in lieu of degree
Responsibilities
- Lead the day-to-day operation of the HR Service Delivery function, ensuring efficient, responsive, and consistent support for employees and managers.
- Establish and maintain service standards, operational metrics, escalation processes, and governance practices.
- Build a scalable service delivery model that supports organizational growth while improving employee and manager experiences.
- Monitor service performance and identify opportunities to improve quality, responsiveness, and operational effectiveness.
- Oversee intake, triage, resolution, and escalation of HR inquiries and employee requests.
- Partner with HR Centers of Excellence, HR Business Partners, Payroll, Benefits, and HR Technology teams to ensure seamless resolution of employee issues.
- Develop clear support pathways and service processes that create a consistent experience across the enterprise.
- Drive adoption of case management tools, knowledge management resources, and employee self-service capabilities.
- Lead operational HR processes and ensure accuracy, consistency, compliance, and service quality.
- Identify opportunities to simplify, standardize, automate, and improve HR processes across the employee lifecycle.
- Partner with HR Technology and business stakeholders to improve workflows, reporting, and operational capabilities.
- Support the development of documentation, procedures, service catalogs, and knowledge resources that enhance operational efficiency.
- Serve as a key leader in HR transformation initiatives and operating model enhancements.
- Utilize data, metrics, and employee feedback to identify opportunities for process improvement and service optimization.
- Drive operational excellence through continuous improvement methodologies and disciplined execution.
- Help establish scalable infrastructure and processes that support the long-term evolution of the HR function.
- Build strong partnerships with HR Business Partners, Centers of Excellence, Payroll, Benefits, HR Technology, and business leaders.
- Influence stakeholders across the organization to adopt new ways of working and support service delivery improvements.
- Provide leadership into enterprise change management efforts to support employee self-service and adoption of HR Service Delivery model.
- Foster a culture of accountability, customer focus, collaboration, and continuous improvement.
Benefits
- Flexible vacation, Paid Time Off, and Sick Leave package
- Comprehensive Health, Dental, and Vision Insurance
- Short-term and Long-term Disability Insurance
- 401(k), with generous company match
- Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
