Senior Employee Service Manager, EMEA
Description
We are seeking an experienced Senior Manager, Employee Services to lead the delivery and continuous improvement of People & Culture (P&C) shared services operations across the EMEA region during an exciting time of integration and transformation. This role is responsible for driving service delivery performance, leading a distributed team, and ensuring consistent execution of global processes and standards across multiple countries. Success will be measured through service delivery performance, employee experience, operational efficiency, process standardization, and adoption of shared services technologies and practices.
Responsibilities
- Lead Employee Services delivery across the EMEA region, ensuring high-quality execution of employee lifecycle support, inquiries, and transactions.
- Manage and develop a distributed team, fostering accountability, capability development, and a high-performing service culture.
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics.
- Execute globally defined processes and standards while ensuring appropriate regional adaptation across EMEA countries.
- Drive continuous improvement initiatives by identifying trends, inefficiencies, and opportunities to enhance service delivery.
- Ensure accurate and timely processing of employee data in SuccessFactors and strong operational discipline.
- Drive adoption and effective use of ServiceNow and other service delivery technologies.
- Partner with HRIS and technology teams to support implementation of system enhancements, automation, and digital solutions.
- Collaborate with Centers of Excellence, HR Business Partners, and compliance stakeholders.
- Ensure operations are executed in accordance with applicable labor laws, GDPR requirements, company policies, and audit standards.
- Maintain SOPs and knowledge content and leverage service data to recommend operational improvements.
- Provide regional insights and partner with global Employee Services leaders to evolve the People Operations model.
Requirements
- 8–10+ years of HR experience, including shared services or HR operations leadership.
- Experience managing teams across multiple EMEA countries.
- Experience leading service delivery in a high-volume, process-driven environment.
- Hands-on experience with SuccessFactors and ServiceNow preferred.
- Experience managing SLAs, KPIs, and service quality metrics.
- Strong understanding of HR operations, GDPR, and regional labor law considerations.
- Experience working with Works Councils and employee representative bodies preferred.
- Experience supporting shared services transformation and technology adoption initiatives.
- Strong stakeholder management and change leadership skills.
- Proficiency in Microsoft 365, particularly Excel.
Benefits
- Permanent employment contract and a competitive salary.
- Private health insurance for you and your family.
- Flexible working hours, along with various initiatives that support wellbeing and work-life balance.
- Opportunity to learn and continuously improve your skills through collaboration with e-learning platforms.
- Clear career development path with well-defined growth opportunities.
- A vibrant and stimulating work environment within Class-A office space.
