HR Service Delivery Manager

HR Service Delivery Manager

Skill required: Workforce Data Admin - HR Service Delivery
Designation: HR Service Delivery Manager
Qualifications:Any Graduation
Years of Experience:13 to 18 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Responsible for leading the Workforce Data Administration (WFDA) delivery team within the Hire to Retire managed services engagement. The Manager (CL7) owns end-to-end accountability for service delivery quality, SLA adherence, team performance, and stakeholder management across WFDA processes. Acts as the primary interface to Client HR Service Delivery and COE stakeholders. 1. Lead and manage the WFDA delivery team (CL8–CL13) ensuring day-to-day operational excellence across all in-scope activities. 2. Serve as the primary Accenture point of contact for HR Service Delivery on all operational matters — managing SLA governance routines, escalation resolution, and weekly/monthly operational reviews. 3. Monitor and own SLA/CSL compliance; drive root cause analysis and corrective action plans for any SLA misses. Process and strategy of providing and managing human resources services and information to employees within an organization. This encompasses various aspects, including employee support, benefits administration, onboarding, payroll, and other HR related functions
What are we looking for? • Own end-to-end service delivery performance against contractual SLAs and KPIs. • Lead and develop a high-performing team; drive engagement, retention, and talent growth. • Manage Client stakeholder relationships at the HRSD and operational level; build trust through transparent communication and consistent delivery. • Drive process governance, data integrity, and Workday HCM compliance. • Champion continuous improvement and automation. • Provide meaningful performance insights and trend analysis to Accenture SDL and Client stakeholders. • Ensure operational readiness for cyclic events: annual reorg cycles, mass data changes, and fiscal year transitions. • Workday HCM — advanced proficiency in HTR modules: Job Data, Position Management, EIB/mass uploads, reporting • ServiceNow — case management, SLA tracking, and ticket governance • Deep knowledge of HTR (Hire to Retire) end-to-end lifecycle with specific mastery of Workforce Data Administration processes • Strong understanding of HR data governance, data privacy (GDPR/regional requirements), and audit/compliance frameworks • Proven experience managing BPO/managed services delivery teams in an HR outsourcing environment • Proficiency in capacity planning, volume forecasting, and workforce scheduling • Business Excellence / Lean / Six Sigma tools (Yellow Belt or above preferred)
Roles and Responsibilities: • Client Centricity – Acts as a trusted partner; anticipates client needs and drives proactive solutions • People Leadership – Inspires, coaches, and develops the team; fosters psychological safety and high performance • Accountability – Takes ownership of outcomes; escalates risks early; follows through on commitments • Collaboration – Works effectively across engagements and with Client/Accenture stakeholders • Analytical Thinking – Uses data to drive decisions; identifies patterns, root causes, and improvement opportunities • Continuous Improvement Mindset – Champions process innovation and Lean/automation initiatives