Global Service Manager, HR Administration & Service Delivery

About Us

HSP Group is the premier provider of global expansion services, helping companies simplify the complex challenges of operating internationally. We deliver a seamless experience across legal entity setup, global HR, payroll, compliance, tax, and advisory , enabling our clients to scale faster, stay compliant, and reduce risk in every market they enter.

With scale-up organizations and innovative technology firms expanding at unprecedented speed, HSP is uniquely positioned to become their trusted global partner.

Job Description

This is a remote role.

The Global Service Manager (GSM) - HR Operations & Service Delivery acts as a key central operational lead within the HR Administration function, supporting the delivery of high-quality global HR administration services across a global portfolio of customers. Serving as a primary point of contact, the GSM is responsible for coordinating customer onboarding, employee lifecycle administration, service delivery activities, and stakeholder communications while ensuring an exceptional customer experience throughout the customer journey.

This role encompasses both implementation and business-as-usual (BAU). Responsibilities include managing onboarding and transition projects, overseeing employee lifecycle administration, coordinating service delivery activities, monitoring operational milestones, and ensuring effective collaboration across customers, local service providers, and internal stakeholders. The GSM serves as a trusted advisor to customers, proactively managing expectations, identifying risks, driving resolution of issues, and helping ensure successful outcomes across complex global programs.

While the primary focus of the role is the delivery and coordination of HR Administration services, including employee lifecycle support, HR documentation, benefits administration coordination, and other employment-related processes, projects may also involve collaboration with Payroll, Accounting, Tax, Entity Management, HR, and other global expansion services . Successful delivery often requires coordination with Global Service Associates (GSAs), local service providers, subject matter experts, and cross-functional teams to provide a seamless, integrated customer experience across multiple jurisdictions and service lines.

Responsibilities:

- Create Project Plans, onboarding/transition plans, RAIDS logs, and SteerCo reports.

- Forecast onboarding and Go Live dates to ensure services are launched on time and within budget.

- Liaise with local HSP experts and service providers, maintaining strong relationships and open communication.

- Serve as a Single Point Of Contact (SPOC) for customers and an escalation point of contact for GSAs.

- Provide excellent customer-centric service.

- Act as an ‘Account Manager to coordinate satisfactory resolution to critical issues associated with service delivery or account management post-implementation.

- Proactively monitor the overall status of service delivery, aligning with Global Services Associate and Operations Director as necessary for customers.

- Adhere to SLAs in terms of responsiveness and quality where applicable.

- Update and maintain BAU related systems ensuring data accuracy and timeliness.

- Create Service tickets and verify data provided by Customers and Local Service Partners (LSP).

- Monitor Calendars to ensure Customers and LSPs meet all deadlines.

- Update a regional and/or service line-specific knowledge base.

- Provide feedback on team processes and other business improvement initiatives.

- Actively train and onboard team members on Implementation or BAU related activities.

- Respond to customer ad hoc queries, ensuring appropriate teams are involved in the event of either escalations or opportunities for service add-ons.

- Track and forecast pre-defined key account metrics.

- Support operational projects and contribute to the ongoing development and scaling of the HR Administration function.