Specialist: Service Delivery Workforce Effectiveness

Role Purpose
- Provide Partner the HR product teams in the delivery of a wide range of routine administrative, office management, project management and complex operational responsibilities. These include but are not limited to:

- Financial, Office and Team Administration
- Product Specific Project Coordination and administration including e.g. product delivery documentation from scoping to execution
- Procurement and Vendor Management
- Team Communications
- Customer (cross functional, (predominantly internal depending on functional area), query management and resolution.
- Key Responsibilities

**Service Delivery**
- Act as the point of contact and domain specific service delivery specialist for PO’s and their teams providing expertise and advisory on the successful, experience led, innovation in operationalising and commercialising products and services across the tiered service delivery framework
- Identify and define business requirements and successfully Integrate the service delivery support teams (data, integration, Tier 0 & 1) to effectively service the domain specific area in the delivery of:

- Service Design & Service Delivery
- Service Monitoring, Operations and Performance Management Service Enablement
- Data Enablement
- Successfully translate the Product and Service Strategies into service delivery requirements and provide expert service delivery advisory to Product Owners to successfully operationalise and commercialise their products and services
- Create deliberate, experience led, transformative (when needed) domain specific service designs aligned to the Product and Service visions and HR Transformation strategies
- Transition the service delivery team from ‘order taking’ to ‘service delivery expert advisory and execution’ aligned to the HR and digital transformation agenda of the organisation
- Successfully operationalise service designs through the effective coordination of the integrated service delivery teams. This includes but is not limited to:

- Workforce journey design (in the tiered service delivery context e.g. Service Now Journey Design - e.g. operationalising new policies, implementing new services etc.)
- Detailed processes design and documentation to bring the workforce journeys to life

**Delivery Management**
- Work as a member of delivery & execution team/s to deliver priority service design and commercialisation
- Work collaboratively within and across execution teams to define and advise on service delivery requirements
- Provide service delivery reporting and insights aligned to various governance processes and practices
- Align to and actively participate in agile working practices within the delivery execution teams you’re assigned to (e.g. retro’s, pi planning etc.)
- Support the design and implementation of change & communications related to service delivery initiatives you’re involved in (change management for the product and service is the responsibility of the PO - however, Service delivery specialists ensure effective delivery of products and services in their domains of expertise e.g. new tools for Tier 1 reps etc.)
- Deliver on time, on quality and on budget always

**People Management**
- Build capability, Coach & mentor service delivery managers and their teams on new service delivery requirements
- Conduct peer reviews, testing, problem solving within and across the broader team.
- Experience and Qualifications
- Relevant degree (or equivalent) in Human Resources Management, Customer Experience, Psychology, Operations and or Service Delivery
- 5-8 Years experience in service design and delivery (cross tier)
- Proven track record in service delivery, service optimization, service performance and service migration in the HR Domain
- Proven track record in advisory, solutioning for HR products and services across Tier 0 and 2
- Prove track record in product / service innovation, digital transformation of products and services (even if at contributor vs. leader level)
- Technical Competencies
- Service Delivery (direct servicing) across Tier 0 - 1
- Service Enablement and Management (cross channel service mobilization, omni channel delivery (e.g. chat, other), service migration)
- Service Design (cross channel, service design, automation, RPA, process design and re-engineering, process technologies, integration, data enablement, Continuous improvement (e.g. six sigma, lean)
- Service performance management and operations
- Deep HR Domain Expertise (cross value chain) with deeper expertise in the product / service being supported e.g. JA, OD, SWP
- HR Technology and Technology Stack expertise (integration, cross stack exposure and expertise beyond ERP’s)
- Case Management
- Delivery Management (e.g. agile)
- Workforce & Customer Experience including Journey Design
- Customer Service, Customer Relationship Management and Stakeholder engagement
- Strong commercial and business acumen that enables effective workforce experience led service delivery and service