Senior Manager - HR Service Delivery Lead

Delivery Lead Senior Manager

Skill required: Talent & HR - Employee Data Process Design
Designation: Delivery Lead Senior Manager
Qualifications:Any Graduation
Years of Experience:16 to 25 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? Lead end-to-end delivery of assigned HR Shared Services towers (e.g., Core HR, Talent Acquisition Operations, Case Management, HRIS support) Ensure SLA / OLA compliance and service stability across geographies Drive execution of productivity and transformation initiatives within delivery scope Act as primary delivery interface for client HR Operations stakeholders Support account-level strategy and transformation roadmap defined by CL5 leadership
What are we looking for? . Knowledge of HCMs like SuccessFactors, Workday and Case mgmt tools like ServiceNow, Zendesk Good Knowledge of Gen AI & Agentic framework & Practices. Should have some experience in implementing Gen AI/Agentic solutions in HR domain Professional certifications in HR, project management (e.g., PMP), or technology platforms (e.g., Workday Certified) are advantageous.
Roles and Responsibilities: 1) Service Delivery Leadership Manage end-to-end delivery of assigned HR service towers Ensure achievement of contractual SLAs, OLAs, and KPIs Monitor queue performance, backlog trends, and turnaround times Drive service quality and operational stability across locations Lead service performance reviews and operational governance forums 2) Operational Performance Management Track and improve delivery performance metrics Identify root causes of SLA breaches and implement corrective actions Ensure compliance with service management frameworks Drive continuous service improvement initiatives Maintain delivery readiness across peak volume periods 3) Productivity & Continuous Improvement Execution Implement automation initiatives (RPA, workflow improvements, digital tools) Support service catalog optimization and standardization Improve case routing efficiency and resolution timelines Execute span-of-control and pyramid optimization initiatives Support location mix optimization aligned to delivery strategy 4) Transformation Initiative Deployment Execute process reengineering initiatives within assigned towers Support rollout of digital HR enablement solutions Drive adoption of self-service and case deflection initiatives Deliver productivity improvements aligned with account roadmap 5) Stakeholder Engagement Act as primary interface with client HR Operations leadership Engage with regional HR stakeholders and platform teams Support governance discussions on delivery performance Provide delivery insights and improvement recommendations Build trusted relationships with client operational stakeholders 6) Reporting & Analytics Governance Review SLA dashboards and productivity reports Monitor backlog trends and performance variances Ensure accuracy and consistency of operational reporting Support delivery forecasting and workload planning 7) Transition & Stabilization Support Support onboarding of new scope into delivery environment Ensure SOP readiness and training completion Lead delivery stabilization activities post-transition Coordinate staffing readiness for new services Support transition governance with mobilization teams 8) Escalation & Risk Management Manage delivery escalations within assigned towers Address service disruptions and performance risks proactively Resolve operational bottlenecks impacting service delivery Escalate critical risks to CL5 leadership where required Maintain delivery continuity across locations