HR Service Delivery Manager – GBS

Overview

Are you a proactive problem-solver with a passion for optimizing processes and delivering an exceptional employee experience? We are seeking a

HR Service Delivery Manager

to lead and inspire our HR Operations team in Penang. In this role, you will be a driving force in shaping how HR services are delivered globally — ensuring operational excellence, advancing HR systems (Workday, ServiceNow), and enabling seamless employee lifecycle experiences. You will partner closely with HR Business Partners and Centres of Excellence to streamline processes, champion digital solutions, and deliver people-focused HR services. This role is perfect for someone who thrives on improving processes, leading high-performing teams, and driving impactful HR transformation on a global scale. Responsibilities

Lead, coach, and develop the HR Operations team in Penang to deliver best-in-class shared services. Drive ownership of HR lifecycle events (Performance Management, Engagement Surveys, Annual Reviews) with a strong focus on communications and support for senior leaders. Act as a

subject matter expert (SME)

for HR processes and global HR service delivery projects, including but not limited to Workday and ServiceNow enhancements. Oversee HR portal content, HR communications, and knowledge management to enable self-service and AI-driven solutions in the future. Partner with HR leadership to design and implement process improvements that enhance employee and manager experiences worldwide. Ensure compliance with HR policies, governance, and global standards. Serve as Tier 2 escalation point for complex HR queries, providing specialist advice and resolution. Lead HR communication and change initiatives to increase case deflection and promote HR service adoption. What you will Bring

Proven experience in

HR Operations / HR Shared Services leadership

roles. Strong background in HR systems ( Workday

and / or

ServiceNow

experience is highly advantageous). Demonstrated ability to lead and inspire teams in a fast-paced, global environment. Track record of driving

process excellence, automation, and service improvements . Skilled in engaging senior leaders, managing projects, and delivering clear HR communications. Analytical mindset with the ability to create and interpret reports / dashboards. Proficiency in Microsoft Office (Word, Excel, PowerPoint). Tertiary qualifications (degree or post-graduate) in Human Resources, Business, or related field.

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