Position Overview
This key project role supports the implementation of a new time and attendance solution across U.S. and Canadian operations. It focuses on transforming payroll interactions, establishing a 3rd party contact center, and redefining work structures within retained HR and Finance teams.
As part of the Service Delivery workstream, the HR Service Delivery Lead will ensure that internal teams and vendor partners are fully prepared, trained, and aligned to support new processes with enhanced accuracy, control, and efficiency.
Key Responsibilities
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Act as the primary coordinator for all HR-related service delivery project activities.
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Collaborate with cross-functional teams and participate in project meetings and planning.
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Oversee process documentation, including SOPs, and ensure integration with vendor processes.
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Develop and manage knowledge content across internal and vendor platforms (e.g., SharePoint).
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Coordinate case management setup with the vendor contact center lead and ensure access and reporting meet requirements.
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Support end-to-end (E2E) testing, including test planning, execution, and scenario validation.
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Partner with the OCM Learning Lead to define training requirements and delivery for HR roles.
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Conduct training needs analysis and support role mapping for HR service delivery functions.
Qualifications
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8 years in Human Resources or HR Shared Services, with a focus on service delivery.
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Experience in SOP and process documentation development.
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Strong data orientation with a strategic mindset and continuous improvement focus.
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Experience with contact center operations (internal or third-party preferred).
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Familiarity with case management tools and knowledge repositories.
Skills & Competencies
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Strong communication and stakeholder engagement skills.
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Ability to influence across functions (HR, Finance, Operations).
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Technically adept with HR systems; experience in Workday, Kronos, or similar platforms preferred.
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Proven ability to manage deadlines and thrive in a dynamic, fast-paced environment.
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Practical problem-solving mindset and willingness to take ownership of outcomes.
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Experience with process design or delivering systems training is a plus.
Growth Opportunity
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Develop leadership skills in a strategic, enterprise-wide transformation project.
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Build expertise in technology implementation, change management, and service delivery optimization.
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Become a key advisor and SME for HR Operations processes.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.