HR Service Delivery Manager – GBS

Overview At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — Human Resources Operations

Location Penang

Reports to Head of Global HR Operations

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.

Key Accountabilities

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.

What Moves You At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

To find out more about us visit must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.

#J-18808-Ljbffr