[Hiring] Global Service Manager @HSP Group

Role Description

This is a remote role. The Global Service Manager (GSM) - HR Operations & Service Delivery acts as a key central operational lead within the HR Administration function, supporting the delivery of high-quality global HR administration services across a global portfolio of customers.

• Primary point of contact for customer onboarding, employee lifecycle administration, service delivery activities, and stakeholder communications.
• Ensures an exceptional customer experience throughout the customer journey.
• Manages onboarding and transition projects.
• Oversees employee lifecycle administration and coordinates service delivery activities.
• Monitors operational milestones and ensures effective collaboration across customers, local service providers, and internal stakeholders.
• Serves as a trusted advisor to customers, proactively managing expectations and identifying risks.
• Helps ensure successful outcomes across complex global programs.
• Coordinates with Global Service Associates (GSAs), local service providers, subject matter experts, and cross-functional teams.

Responsibilities include:

• Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.
• Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.
• Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.
• Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.
• Provide excellent customer-centric service.
• Act as an ‘Account Manager’ to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.
• Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.
• Adhere to SLAs in terms of responsiveness and quality where applicable.
• Update and maintain BAU related systems ensuring data accuracy and timeliness.
• Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).
• Monitor Calendars to ensure Customers and LSPs meet all deadlines.
• Update a regional and/or service line-specific knowledge base.
• Provide feedback on team processes and other business improvement initiatives.
• Actively train and onboard team members on Implementation or BAU related activities.
• Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.
• Track and forecast pre-defined key account metrics.
• Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.
• Perform additional duties as assigned.

Qualifications

• 5+ years of experience in HR Operations, HR Administration, People Operations, HR Shared Services, Global Employment, Employer of Record (EOR), Payroll Operations, or other customer-facing service delivery environments.
• Experience managing customer onboarding, implementation projects, employee lifecycle administration, or operational service transitions across multiple countries or regions.
• Strong project coordination and stakeholder management experience, with the ability to manage multiple priorities and deadlines simultaneously.
• Experience working directly with customers, local service providers, external partners, or vendors in a service delivery environment.
• Demonstrated experience identifying process improvement opportunities and implementing operational enhancements or scalable solutions.
• Experience supporting or coordinating global HR services across multiple jurisdictions, including onboarding, employee lifecycle administration, payroll, benefits, compliance, or related employment services.
• Experience working within fast-paced, growth-oriented, or evolving organizations where adaptability and problem-solving are essential.
• Proven ability to proactively identify operational challenges, develop solutions, and drive process improvements that enhance customer experience.
• Excellent English communication skills, both written and verbal.
• Additional language capabilities, particularly Spanish, are considered a plus.
• Experience working remotely and collaborating effectively across multiple time zones and geographies.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and related business tools.
• Experience using HRIS, CRM, ticketing, or workflow management systems such as Salesforce, Workday, SuccessFactors, Freshdesk, Jira, Monday.com, or similar platforms is a plus.

Requirements

• Strong project coordination and organizational skills, with the ability to manage multiple customers, projects, and priorities simultaneously.
• Customer-focused mindset with excellent relationship management skills and a passion for delivering an exceptional customer experience.
• Dependable, consistent performer with a positive attitude and the ability to listen, collaborate, and build trust across the organization.
• Ability to coordinate, support, mentor and guide assigned GSAs to ensure successful service delivery and customer outcomes.
• Self-motivated, detail-oriented, and driven, with the ability to work independently and meet deadlines in a fast-paced environment.
• Excellent communication skills, with the ability to engage effectively with senior stakeholders, customers, local service providers, and internal teams.
• Ability to adapt and thrive in a growing, evolving, and fast-paced business environment.
• Collaborative team player who proactively contributes to team success and supports a positive working culture.
• Assertive yet tactful, with the ability to manage multiple internal and external stakeholder relationships effectively.
• Demonstrated ability to identify opportunities for process improvement, operational efficiencies, and service enhancements.
• Strong ownership mentality with the ability to proactively drive tasks, projects, and customer deliverables through to completion.
• Capable of mentoring, supporting, and sharing knowledge with colleagues within the HR Administration function.
• Adaptable, resilient, and comfortable managing ambiguity, change, and evolving customer requirements.

Benefits

• Play a key role in one of HSP's fastest-growing service lines.
• Work directly with global customers expanding into new markets.
• Influence and shape operational processes as the business scales.
• Collaborate with international teams across multiple service lines.
• Join a high-growth organization where innovation, ownership, and continuous improvement are encouraged.