Role Summary – Service Delivery Lead – Total Rewards
The Service Delivery Lead is a strategic and operational leader responsible for end to end global Hire to Retire (H2R) service delivery especially Total Rewards. This role will own HR operations, service excellence, client governance, compliance, transformation, and people leadership across a global delivery model.
The incumbent will partner closely with clients, internal stakeholders, vendors, and technology teams to deliver standardized, compliant, and scalable HR services while driving continuous improvement, automation, and cost optimization across the H2R lifecycle especially Total Rewards.
Role Responsibilities –
- Provide strategic and operational leadership for the Hire to Retire (H2R) lifecycle especially Total Rewards within a global delivery environment
- Ensure consistent and seamless employee experience across all stages of the Total Rewards and geographies
- Act as the primary escalation point for clients, ensuring timely resolution of issues and proactive risk mitigation
- Lead service governance, including:
o SLA and KPI definition, tracking, and performance management
o Monthly, quarterly, and executive business reviews
o Risk, issue, dependency, and escalation management
- Build and sustain trusted partnerships with internal & external stakeholders
- Drive contract adherence, scope management, and change control for outsourced services
- Ensure compliance with global and local labor laws, data privacy regulations (e.g., GDPR), and client specific contractual obligations.
- Own audit readiness and execution, including internal, external, and client audits
- Lead process standardization, automation, and optimization initiatives
- Provide strong leadership, including workforce planning, performance management, capability building, and succession planning.
- Foster a culture of accountability, collaboration, inclusion, and continuous improvement across delivery teams
- Support transition, stabilization, and BAU phases, ensuring service continuity and delivery maturity
Qualifications & Competencies –
- 10-14+ years of experience
- Postgraduate degree in Human Resources, Business Administration or equivalent
- Significant exposure to Global HRO / HR Shared Services, End-to-end Hire-to-Retire delivery especially Total Rewards
- Experience in leading transitions, service stabilization, and steady state delivery
- Strong knowledge of HR compliance, data privacy and risk management
- HR systems expos ure (Workday, SAP HCM, ServiceNow or similar)
- Strong analytical and problem solving skills with a proactive, outcome driven mindset.
- Ability to foster high engagement, inclusion, and accountability, creating a positive and performance driven work culture.
- Strong coaching and people development capability
- High emotional intelligence and stakeholder management skills
