Domain Service Manager - HCM

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together. **Who you are:** You are an experienced service management professional with hands-on experience supporting enterprise People technology services. You understand the importance of stable, secure, and user-centred People services across employee lifecycle processes, talent, recruitment, learning, performance, workforce management, reporting, integrations, and operational support. You are customer centric, commercially aware, and confident operating in a complex global environment. You take ownership of incident restoration, service level performance, change coordination, problem management, service communications, stakeholder alignment, vendor performance, and continuous service improvement for People Function services. **What You’ll Own:** • Act as the key point of contact for People Function service support across People stakeholders, HR operations, business process owners, Enterprise Applications teams, Global Technology Services & Operations, support teams, and internal/external service providers. • Own all aspects of People Function service management, including incident, change, problem, knowledge management, service communications, service creation, transition, and operation. • Ensure service lines deliver reliable customer service, incident restoration, service request fulfilment, and service level agreement performance for People processes, platforms, and integrations. • Monitor, report, and improve the availability and performance of end-to-end People Function services, including business-critical HR processes and downstream integrations. • Develop People Function standard operating procedures and knowledge-based articles for handover to Level 1 and Level 2 support teams. • Identify, prioritise, and implement People Function service improvements in collaboration with People stakeholders, technology, operations, and supplier teams. **Role accountabilities:** **Service Management:** • Coordinate incident, problem, service request, change, knowledge management, and service communication activities for People Function services. • Work with Global Technology Services & Operations and service operations teams to manage incident and problem response, resolution, and service requests with a strong focus on end-user and Key Business User satisfaction. • Manage service escalations by establishing clear escalation paths, coordinating timely stakeholder updates, driving issue ownership across internal and external teams, and ensuring appropriate prioritisation and resolution of business-impacting People Function service issues. • Ensure relevant service lines deliver reliable support for People processes, platforms, integrations, access-related issues, service changes, and operational communications. • Manage operational KPIs for BAU deliveries, including shift rota coverage, continuity, handover, responsiveness, and adherence to agreed service performance measures across People Function service operations. • Report on People Function service availability, performance, response and resolution times, backlog status, customer satisfaction, and service improvement opportunities. **Service Alignment & Continuous Improvement:** • Assess People Function service or regional change requests and coordinate implementation, testing, deployment, and communication across People stakeholders, business users, and service teams. • Coordinate People Function deployments and releases across Enterprise Applications to ensure controlled implementation, minimal service disruption, and effective release communications. • Coordinate problem management by ensuring relevant People process owners, internal suppliers, external suppliers, operations, integrations, security, and testing teams are engaged and informed. • Own service creation and transition activities for People Function capabilities, ensuring changes to systems, integrations, roles, and business processes are communicated back to Global Technology Services & Operations. • Define and implement the support model for onboarding new HCM technology solutions, including service ownership, support tiers, operational processes, knowledge transfer, handover requirements, service readiness, and integration into BAU support operations. • Cooperate with other domain service managers to ensure service integration across People services and wider enterprise application, reporting, and integration services. • Work with stakeholders to continually improve People Function services and ensure the service offering meets current and future People and business needs. **Vendor Management & Collaboration:** • Work closely with People Function support teams, process owners, integration teams, security teams, reporting teams, and external service providers to ensure reliable end-to-end service delivery. • Manage and steer third-party performance to support People Function service performance, agreed service levels, operational outcomes, and end-user experience. • Collaborate proactively with Domain BPOs, BPEs, KBUs, end users, Global Engagement & Operations domain teams, Enterprise Applications teams, and Global Technology Services & Operations to develop, implement, maintain, and improve People Function services. **Key Shared Accountabilities:** • Partner with other Enterprise Applications lanes, People product teams, HR operations teams, and domain service teams to exceed business expectations. • Support portfolio service management across People and related enterprise application domains, including major incident management with Global Technology Services & Operations where People services or integrations are impacted. • Contribute to technical solution decisions with the Global Continuous Improvements lane for People Function service improvements. • Coordinate update, release, and regression testing with the Enterprise Applications Test Manager, People product leads, process owners, and Key Business Users. • Support People Function integrations with Global System Integrations teams, including upstream and downstream dependencies across payroll, identity, reporting, finance, and other enterprise platforms. • Develop People Function SOPs and knowledge-based articles with Global Delivery Enablement and coordinate service disruption announcements and end-user communications. **Decision rights:** • Owns: Service design, transition, and operation within the People Function service portfolio. • Owns: Contributing to customer satisfaction through effective People Function service management, vendor management, stakeholder engagement, and service communications. • Influences: Business decisions on People Function service creation, service transition, process changes, and continuous service improvements. • Influences: Production deployments that pose significant security, data, operational, employee experience, or business disruption risks. **The ideal candidate should:** • Have a minimum of 5 years’ hands-on experience in service management and/or support for major ERP, HR, People, or enterprise business technology platforms. • Demonstrate strong customer-centricity and a proven track record of achieving service excellence in a complex global organisation with People, HR, business, technology, and supplier stakeholders. • Have practical experience managing incidents, problems, changes, service requests, knowledge articles, service communications, service transition, and continuous improvement across People Function services. • Understand the operational importance of People processes, employee data, security/access, integrations, reporting, releases, and business continuity. • Be able to maintain positive stakeholder relationships and work effectively with external resources and third-party service providers. • Use service metrics such as end-user and Key Business User NPS, incident/problem/service request response and resolution times, backlog management, availability, CSAT, and OLA performance to drive improvement. **Required Qualifications:** • Bachelor’s degree or equivalent practical experience. • Minimum of 5 years’ hands-on experience with service management and/or support for major ERP, HR, People, or enterprise business technology systems. • Experience supporting People or HR business processes, platforms, integrations, reporting, access/security processes, service operations, or enterprise application support. • Strong communication, stakeholder management, service coordination, vendor management, service reporting, and continuous improvement skills. **Preferred Qualifications:** • Experience with People Function technology services such as core HR, talent, recruitment, learning, performance, compensation, absence, time, payroll integrations, workforce structures, security, analytics, reporting, or employee experience platforms. • Service management experience with Oracle HCM and/or Oracle ERP platforms would be preferred, particularly in supporting enterprise application operations, integrations, releases, incident management, and continuous service improvement. • Experience operating in or alongside ITIL-based service management processes, including incident, problem, change, service request, and knowledge management. • Experience managing third-party service providers and support partners against People Function service expectations, operational measures, and end-to-end service performance. • Experience supporting service creation, transition, major incident management, service reporting, release testing, regression testing, and continuous improvement plans. • Relevant service management, ITIL, HR technology, enterprise applications, or vendor management certification would be advantageous. **Arcadis Key competencies / Values:** People First: We care for each other and create a safe and respectful working environment where our people can grow, perform, and succeed. Integrity: We always work to the highest professional and ethical standards and establish trust by being open, honest and responsible. Client Success: We are passionate about our clients’ success and bring insights, agility, and innovation to co-create value. Collaboration: We value the power of diversity and our global capabilities and deliver excellence by working as One Arcadis. Sustainability: We base our actions for clients and communities on environmental responsibility and social and economic advancement. Why Arcadis? We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together. You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you. Together, we can create a lasting legacy. Join Arcadis. Create a Legacy. Our Commitment to Equality, Diversity, Inclusion & Belonging We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.