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Manager, People Service Success - Global

About us Bringing True Hospitality to the world. We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality. We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way. With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips. We’re growing; grow with us.

Your day to day
The role of the People Service Success is to ensure that all Global HR Delivery service level agreements (SLAs) are documented and agreed with appropriate stakeholders. This includes documents of a Statement of Work outlining all activities to be performed within People Services; developing, managing, administering service management best practices; establish strategic vendor/stakeholder relationships on a global basis. Be an integral part of management team providing advice on opportunity areas and recommendations for improving the business while achieving the Company’s objectives, includes the development of Global HR business system strategies, products and services based on a customer centric model. Provide analytical and business support with a high level of continuous improvement and right sourcing. Ensure that all IHG policies and safeguards are in place to protect the sensitive data within the system are applied and monitored.

-Establish, manage and maintain strategic relationships with People Services customers for the regions and / or global functions
Support requirements and monitor compliance against agreements, including SLA’s
-Negotiates and agrees with both the Customer and Service Provider on Service Level Requirements for any proposed new / developing services.
-Provide support with establishing Service Level Agreements – proactively review with vendor to access team performance against agreed Service Level commitments to ensure compliance and monitor overall customer satisfaction of products and services.
-Maintain Service Level Agreements – Implement changes to SLAs working with clients and IHG management to negotiate operational and financial impacts of new requirements and/or new products and services offerings.
-Manage customer relationships for People Services business area, maintaining a thorough understanding of the business strategies and the supporting products/services
-Proactively provide business and technology consulting to improve processes, applying value-added technology, identifying high value opportunities to enhance offerings or reduce costs through process improvements.
-Assume accountability for the timeliness, accuracy and value of all People Service information used for decision making. Deliver insight to support decision making through the provision of targeted, relevant and concise management information.
-Mitigates and resolves day-to-day issues, risks and conflicts escalated by stakeholders.
-Facilitate and maintain vendor relationships.
-Conducts recurring meetings with service consumers to review service performance and expectations.

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