Service Delivery Manager(GHR) - Skills and Job Architecture

Bank of America • Boston, MA

13d • $130,000 - $167,400 • Onsite

About The Position

At Bank of America, the Service Delivery Manager is a key member of the Skills and Job Architecture Team, driving delivery and execution of Global Human Resources products and programs. The role serves as a Skills Integration Lead and advances the firm's skills-based transformation by helping build capabilities, an operating model, and a technology ecosystem that support the future of work.

The position partners with Academy, Workforce Strategy, HR Technology, Talent Centers of Excellence, and other stakeholder groups to align skills initiatives with enterprise priorities, identify interdependencies and risks, and coordinate execution of the enterprise skills roadmap. It leads third-party onboarding, organizational readiness, communications, training, and change management to support implementation and adoption of TechWolf and related skills technologies, with the goal of enabling sustainable adoption and long-term business value.

The manager leads readiness and change activities across skills initiatives, applying knowledge of enterprise HCM and AI capabilities, the evolving skills ecosystem, governance processes, and stakeholder landscapes. The role also contributes to cross-functional process improvements, efficiency, and consistency. Success requires trusted stakeholder relationships, operational rigor, strategic thinking, disciplined execution, and the ability to navigate ambiguity, competing priorities, and evolving business needs.

The position is based at one of the listed Bank of America offices in Chicago, Boston, or Pennington. The role is first shift and has a 40-hour workweek. The stated annual salary range is $130,000 to $167,400, with offers determined by experience, education, and skill set. The role is eligible for the annual discretionary plan and benefits, including paid time off.

Requirements

• At least 7 years of experience in talent management, organization development, change management, workforce transformation, HR generalist work, or relevant experience leading complex technology transformation or related disciplines.
• Demonstrated experience leading large-scale initiatives and translating strategy into measurable business outcomes.
• Strong change leadership and organizational readiness expertise, including communications, stakeholder engagement, and adoption strategies.
• Proven ability to influence and align senior leaders and diverse stakeholder groups in a complex, matrixed environment.
• Experience implementing and driving adoption of HR, workforce, talent, or skills practices and/or technologies.
• Strategic understanding of the future of work, including skills-based talent strategies, workforce transformation, AI-enabled ways of working, and implications for people, processes, and organizational effectiveness.
• Exceptional relationship management, communication, and executive presentation skills, with the ability to simplify complex concepts and build consensus.
• Ability to thrive in a fast-paced, evolving environment, balancing strategic thinking with disciplined execution and sound judgment.
• BS/BA, preferably in relevant areas, or equivalent work experience in lieu of a degree.
• Skills in business operations management, decision making, external resource management, payroll management, process management, crisis management, critical thinking, influence, problem solving, strategic thinking, analytical thinking, business process analysis, executive presence, policies, procedures, and guidelines management, and quality assurance.

Responsibilities

• Oversee evaluation of existing processes, technologies, and routines to drive process improvements.
• Drive implementation of controls to mitigate and manage compliance and operational risk.
• Maintain routine to complex operational and strategic activities to ensure programs are executed accurately and effectively.
• Partner with Global Human Resources program functions to ensure processes meet design requirements.
• Evaluate routines and initiatives to identify solutions that meet business needs and priorities.
• Coach and mentor teammates to enhance team performance.
• Drive execution of the enterprise skills and job architecture strategy to advance workforce transformation and business priorities.
• Partner with senior leaders across HR, Talent, Workforce Strategy, Academy, and Technology to align and integrate enterprise skills initiatives.
• Support adoption and scaling of TechWolf and related skills technologies, accelerating enterprise-wide skills intelligence capabilities.
• Shape and execute change, communications, and stakeholder engagement strategies that drive sustainable adoption of skills solutions.
• Influence enterprise decisions by identifying risks, dependencies, and opportunities that affect successful delivery of the skills roadmap.
• Serve as a trusted advisor to business and HR leaders, representing stakeholder perspectives and helping shape the enterprise skills narrative.
• Identify opportunities to improve processes, governance, and operating effectiveness across the firm's skills ecosystem.
• Translate emerging trends in skills intelligence, AI, workforce transformation, and talent technology into actionable business strategies.
• Develop executive-ready communications and insights that build understanding, alignment, and sponsorship across senior stakeholders.
• Provide leadership, coaching, and direction to team members, fostering excellence, accountability, and continuous improvement.
• Lead third-party onboarding, organizational readiness, training, and change management related to TechWolf and skills technologies.

Benefits

• Industry-leading benefits
• Paid time off
• Annual discretionary incentive plan eligibility
• Resources and support for employees' physical, emotional, and financial wellness

What This Job Offers

• Job Type: Full-time
• Career Level: Senior