Senior Employee Service Manager

Overview

IGT is seeking a Senior Manager, Employee Services to lead the  delivery and continuous improvement of People & Culture (P&C) shared services operations across the Americas region .

This role is responsible for  driving service delivery performance, leading a distributed team, and ensuring consistent execution of global processes and standards , while identifying opportunities to improve efficiency, scalability, and employee experience across the U.S. and Latin America.

Responsibilities

• Lead the delivery of Employee Services across the Americas region , ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions  
• Manage and develop a distributed team , building leadership capability, performance accountability, and a high-performing service culture across multiple locations  
• Own regional service delivery performance , including SLAs, KPIs, case quality, and employee experience metrics  
• Execute globally defined processes and standards , ensuring consistency and appropriate regional adaptation across the U.S. and Latin America  
• Drive continuous improvement within the region , identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements  
• Ensure accurate and timely processing of employee data in SuccessFactors , maintaining strong data quality and operational discipline  
• Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards  
• Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region  
• Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements  
• Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements , including U.S. and Latin American regulatory considerations, escalating risks as needed  
• Maintain and continuously improve SOPs and knowledge base content related to service delivery processes  
• Analyze service trends and performance data to inform decision-making and recommend improvements  
• Collaborate with global Employee Services leaders , providing regional insights and contributing to the evolution of the overall People Operations model  

Qualifications

• 8–10+ years of HR experience, including shared services or HR operations leadership  
• Experience managing teams across the U.S. and/or Latin America  
• Experience leading service delivery in a high-volume, process-driven environment  
• Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)  
• Experience managing service delivery metrics (SLAs, KPIs, case quality)  
• Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices  
• Familiarity with Latin America HR operations and regulatory environments (preferred)  
• Experience supporting scaling or transformation of shared services operations (preferred)  
• Experience supporting adoption of automation or technology solutions (preferred)  
• Proficiency in Microsoft 365, particularly Excel (preferred)  

Key Competencies

• Operational leadership and execution  
• Service delivery performance management  
• Process improvement and standardization  
• Data-driven decision-making  
• Team leadership and development  
• Stakeholder collaboration and influence  
• Change management and adoption  
• Customer and employee experience focus 

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