Service Delivery Manager

AGCO · Bangalore

Collected role description

Not everyone can claim to feed the world, but it is part of our every day. Behind everything we do for our farmers, there is one AGCO team making it happen. We are proud to put our curiosity to work, building a better and more sustainable world. Join our extraordinary team today! The Service Delivery Manager (HR Operations) is accountable for the end‑to‑end delivery, governance, and performance of assigned HR services within a retained–outsourced operating model. This role ensures HR services are delivered in line with contractual commitments, service level agreements, and business expectations, while driving standardization, operational excellence, and a positive employee and manager experience. Operating as a senior individual contributor, the Service Delivery Manager partners closely with external service providers and internal HR stakeholders to oversee vendor performance, manage risk and escalations, and lead continuous improvement and cost optimization initiatives. The role carries accountability for service outcomes and financial controls but does not include direct people management Your Impact <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">End to End Service Ownership: Own the Service Delivery Model for the assigned scope, including clear understanding of retained vs. outsourced responsibilities. Ensure service delivery meets agreed quality, timeliness, and experience standards. Act as the primary point of accountability for service outcomes across the end to end process.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Vendor & Contract Management: Manage day-to-day service delivery with the HRO provider. Track contractual Service Level Agreements (SLAs), including Critical Service Levels (CSLs) and Key Measurements (KMs). Review monthly invoices and validate charges, including ARC/RRC mechanisms. Escalate service issues and risks as required, ensuring timely resolution and leadership visibility </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Financial & Budget Responsibility: Hold budget accountability for the assigned service delivery area. Act as first approver for service delivery invoices. Monitor cost drivers, identify efficiency opportunities, and support cost optimization initiatives </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Governance, Risk & Escalation Management: Ensure process integrity and adherence to governance standards. Manage escalations, root cause analysis, and corrective actions in collaboration with the MSP. Ensure senior stakeholders are informed of significant service risks, issues, or opportunities </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Continuous Improvement & Transformation: Perform ongoing analysis to identify and prioritize high impact improvements in efficiency, effectiveness, and experience. Own and maintain a Continuous Improvement (CI) plan for the assigned scope. Drive standardization, simplification, and automation opportunities</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Change, Process Management & Stakeholder Collaboration: Define and raise change requests for material changes to solution design or service scope. Maintain and update Standard Operating Procedures (SOPs) as required. Troubleshoot recurring or thematic issues and lead resolution plans. Partner closely with HR COEs, HR Business Partners, and other Service Delivery Managers. Understand employee and people manager needs and translate them into service improvements. Coordinate dependencies and interlocks across HR processes and service tracks </li> </ul> Your Experience and Qualifications <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Bachelor’s degree in HR, Business, Operations, Finance, Information Systems, or related field required </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">5–8 years in HR operations, service delivery, or outsourced/vendormanaged environments </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Demonstrated experience with SLA management, governance, financial oversight, and continuous improvement</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Global or regional HR operations experience Master’s degree Equivalent combination of education and experience acceptable</li> </ul> Your Benefits <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Attractive, fair remuneration including participation in our bonus scheme and reimbursement of commuting expenses </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Cafeteria system with additional elements you can pick from</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Balance of work, family and free time due to flexible working opportunity and the possibility of hybrid/remote work including home office monetary allowance</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Private health insurance, dental services and compensation for the purchase of computer monitor glasses</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Employee Assistance Program including professional counselling, webinars, sports challenges and newsletters </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;text-align:justify;line-height:normal;font-size:14.0pt;font-family:'Tilda Sans', sans-serif">Development opportunities including monthly trainings held by the local training team and teacher guided language classes</li> </ul> Your Workplace This role follows AGCO’s on‑site work model, with employees primarily working from an AGCO location a minimum of 2 days per week to support collaboration and teamwork. We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committed to building a team that includes a variety of experiences, backgrounds, cultures and perspectives. Join our extraordinary team today and apply now!

Collected experience requirement

5-8 years