Interim Services Readiness & Deployment Lead

I’m pleased to share that I’m currently partnering with a global Medical Products company in the search for someone to lead their Service Readiness and Deployment transformation on a 6-month temporary assignment.

Duties and Responsibilities

• Responsible for developing and implementing the Service Readiness Plan covering (design/deployment and stabilisation) in the set-up of HR services in 3 global service centres. Ensuring all dependencies cross-workstream and external are documented and tracked, flagging any potential risks to go-live date, quality and any wider risks to business operations (impact assessment of risk)
• Development of Cutover Plan cross-workstream covering service tools (ServiceNow and updates to our HRIS: Workday) and commencement of service in 3 global shared service centres, including a comprehensive service phasing plan to include new service scope in a way that manages service delivery risk
• Working with the HR Transformation Programme Manager to develop service acceptance criteria / deployment readiness for our service go live.
• Working with the Recruitment and People Transition Lead to ensure the service is adequately staffed prior to go live.
• Building a comprehensive knowledge transfer and documentation plan to ensure that market requirements are gathered and documented
• Working with Change Team to develop the change and training plan to support service commencement and readiness
• Represent the needs of the Service Delivery function and HR as a whole in the build and test of our service management tool: Service Now
• Development of detailed Service Model & Approach – Processes/ Service Model, Contact Strategy, Support tiers, communication modes, escalations, metrics and dashboards for internal and external parties
• Engage HR and business stakeholders to recommend, document and implement service performance measures and provisional targets (SLAs and KPIs) and ensure that measurement mechanisms are built to allow us to report on them
• Working closely with the Test Manager on Strategy and implementation plan for functional and Service Rehearsal Testing, and close monitoring of the defects / service failings for resolution.

Requirements:

• Well-established and recent experience in HR Operational Service Delivery implementation and Leadership,
• Numerate, with good commercial acumen.
• Experienced in Service Design, including development of a Service Catalogue, Service process flow maps, requests, and routing.
• Experienced in Project Management.
• Experience in vendor management of case management / service desk tool set-up.
• An ability to operate at both the detailed, tactical, and strategic levels as required.
• International delivery experience, with an appreciation and understanding of cultural differences between diverse cultures will be essential to your success in this role.

The SR Group (UK) Limited is acting as an Employment Agency in relation to this vacancy.