Senior Manager

3 weeks ago


Chicago Illinois, United States McDonald's Corporation Full time
Job Description

The Global Service Transition Manager (Tier 1 Service Delivery) will support the Process and Delivery Lead in the implementation of the HR service delivery model and stand up of Global People Experience contact centers that deliver an enhanced employee experience. 

Through collaboration with internal and external partners including HR Operations, Org Design, and Service Delivery, this role will deliver end-to-end Global People Experience center processes, technologies, and service offerings for an HR capability area (Portal, Case Management, Knowledge Base).

Key Responsibilities:

Ensure development of tier 1 service delivery/HR end-to-end support structure, including processes, SOP’s work instructions, and key performance indicators (KPIs) for service delivery transition

Serve as an advocate for service delivery; resolving issues or escalating to leadership as appropriate

Conduct localization activities for transition of processes and operations to service delivery

Provide oversight and guidance for the development of training and execution of service rehearsal

Ensure training and knowledge transfer requirements and any other non-functional requirements are defined and delivered against the agreed service acceptance criteria

Identify and resolve service delivery transition issues, such as regulatory changes; escalating when appropriate to PMO and executive leadership for timely decision making

Serve as a global service transition subject matter expert, driving alignment across global HR functional and regional HR partners to ensure coordination of activities that impact service delivery

Support service transition policy collection and organization; deliver global service transition policies and programs, tracking escalations and exceptions.    

Effectively use data and analytics to make decisions on transition management practices, ensuring competitive posture of programs and policies, as well as consistency across the organization

Partner with Global Process Owners to make key decisions related to processes and ensure implementation, with a focus on employee experience and increased efficiency

Lead completion and sign-offs for HR capability area deployment at regional and local level of global programs and policies

Oversee collection of internal policies and procedures, processes, pain points and opportunity areas for HR capability area



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