HR Service Delivery Manager

Management Level
Manager

Job Description & Summary


Kia Ora,



It’s a great time to be joining PwC New Zealand - a community of solvers that lead with the heart and live by our values. Join us and make a meaningful impact while working with cutting-edge tech.

Ngā Kōrero mo tēnei tūranga / About the role

Are you ready to play an integral role in transforming and enhancing the People & Culture (P&C) experience at PwC? We are seeking a dynamic leader with expertise in team management, HR best practices, and service delivery to join our P&C Connect team. In this critical role, you will drive operational planning, process improvements, and capability development, ensuring an exceptional experience for our people. Your hands-on experience in a P&C Service Desk environment will be crucial in setting the strategic intent and executing our P&C transformation initiatives. Collaborate with cross-functional teams, maintain stakeholder relationships, and lead the journey of continuous improvement in customer experience.

• Leading and developing a team of engaged, dedicated P&C Connect HR professionals, building a great team culture
  
• Ensure tiered advice is consistent with any legislation, policies, procedures and standards, where appropriate
  
• Supporting the team to deliver tier 1 support across the entire employee life cycle alongside involvement in projects like early careers and EOY activities
  
• Champion continuous improvement, using best practice to improve service and efficiency
  
• Formulate strategies to triage and manage P&C Connect work proactively to optimise response time, resolution time and customer satisfaction Develop and leverage relationships to facilitate the accomplishment of goals
  
• Implement relevant and meaningful standard operating procedures and processes to meet customer, team and organisational expectations
  
• Develop, measure and monitor Service Levels in accordance with the firms requirements
  
  

• Proven experience in a HR Service Desk Manager position
  
• 5+ years of HR generalist experience
  
• Demonstrated understanding of Incident Management, Problem Management and Change Management principles
  
• Previous experience or working knowledge of Workday (desirable)
  
• Demonstrated experience in driving improvements in Service Desk efficiency and quality of service
  
• Good broad technical understanding of Service Now or another Service Management tool
  
• Proven experience managing, mentoring and developing team members
  
• Exceptional written and oral communication skills and customer service orientation
  
• Strong team player – shares information and knowledge openly, works collaboratively with others
  
• High level of confidentiality and integrity - utmost integrity and confidentiality in day-to-day handling of activities
  
• Resilient, resourceful, adaptable and flexible, able to work in pressurised environment
  
  

• Unrivalled level of access to industry expertise, both locally and through our wider global network of member firms, where you’ll be enabled by cutting-edge technology.
  
• An annual cash contribution to spend on items or activities that support your wellness.
  
• PwC shows care to employees by providing life and income protection as part of our total remuneration package.
  
• PwC's paid parental leave applies to all parents regardless of gender, so all our employees can be involved with raising their children
  
• Enhanced leave capabilities - an opportunity to purchase additional leave and two staff recognition days available each year.
  
• Digital upskilling through our Digital Academy.
  
  

Travel Requirements
Not Specified

Available for Work Visa Sponsorship?
No

Job Posting End Date