HR Technology Service Delivery Manager (ITIL Certified)

Consultant / Assistant Manager/Manager HR Applications Technology (ITSM | PeopleSoft | CSOD | Integrations)

Role:

ITSM-led operations, vendor governance, and integrations

Job Purpose:

ITIL/ITSM processes

Key Responsibilities:

• Own end-to-end

  ITIL/ITSM operations

  for HR applications: incident, problem, change, SLA tracking, major incident communications.
• Set up and run

  health checks, monitoring frameworks, and performance dashboards

  to ensure high availability and stability.
• Drive

  vendor governance

  : reviews, audits, service performance, and ensure delivery aligns with contracts and business priorities.
• Manage

  integrations & quality assurance

  across HR systems using

  REST/SOAP APIs, data mapping, batch jobs

  , and

  SQL validation

  .
• Maintain process/architecture documentation:

  process library, architecture diagrams, technical roadmaps

  ; run periodic operational reviews with stakeholders.

Must-Have:

• 8–12 years overall experience with

  3–7 years in HR Tech / Digital Transformation / HR Applications Support & Optimize

  .
• Strong hands-on ownership of

  ITSM / ITIL processes

  (incident/problem/change, SLAs, major incidents).
• Experience in

  2+ HR platforms

  such as

  PeopleSoft, CSOD, Symphony, PeopleStrong, Compport

  (any two or more).
• Solid

  integration + data skills

  : REST/SOAP APIs, data mapping, batch processing,

  SQL querying/validation

  .
• Strong stakeholder & vendor management experience (SLA governance, audits, escalation handling).

Good-to-Have:

• ITIL Foundation

  (or HR Tech certifications).
• Exposure to OEM/SaaS roadmap reviews and translating roadmap items into business value.
• Automation mindset (identifying opportunities to reduce cycle time / improve service delivery).