Service Delivery Manager – HR Service Desk

About the role

The Service Delivery Manager will lead the HR Service Desk tower in Bureau Veritas' new HR Shared Services Hub in Noida. You will design, transition and operate a multi‑channel, multilingual contact centre that delivers fast, accurate HR support worldwide.

Key responsibilities

• Map current country query channels, design a tiered Q2R model and set up service desks for each transition wave.
• Own global process for Query‑to‑Resolution, including case categorisation, SLA matrices, escalation paths and knowledge‑base maintenance.
• Run quality‑assurance frameworks, enforce data‑privacy controls and maintain service catalogues with SLA agreements.
• Drive continuous improvement through self‑service, chatbot deflection, analytics and generative‑AI tools.
• Build and lead the tower team from scratch, manage performance cycles and ensure engagement targets are met.

Required profile

• 15+ years in HR or employee services, with at least 7 years leading a multi‑country HR service desk.
• Proven experience setting up or transitioning an HR contact centre into shared services.
• Master’s degree in HR, Business or related field.
• Strong leadership, change‑management and data‑driven decision‑making skills.

Required skills

• HR service delivery platforms such as ServiceNow HRSD, Salesforce, Workday Help or Zendesk.
• Knowledge‑management and content‑governance expertise.
• Contact‑centre operations, workforce forecasting and multi‑channel routing.
• ITIL v4 service‑management practices.
• Quality‑assurance, speech/text analytics and conversational AI design.