Delivery Lead

The People Service Delivery (PSD) team's mission is to deliver world-class, people-focused service operations. This role is an individual contributor lead responsible for end-to-end governance, monitoring, complex case management, vendor oversight, and AI-enabled operational improvements. The position requires balancing efficiency with empathy, ensuring employees feel supported during critical moments while driving measurable improvements in service outcomes. Key Responsibilities :

• Complex Case Management: Handle sensitive employee cases requiring advanced judgment, structured troubleshooting, and discretion.
• Service Governance & Monitoring: Oversee delivery health, supplier performance, compliance routines, and escalation management.
• AI-Enabled Operations: Identify automation opportunities, optimize workflows, improve knowledge management, and reduce manual effort.
• Cross-Functional Collaboration: Partner with HR, Ops, Tech, and leadership teams to solve end-to-end challenges.
• Process Transformation: Reimagine service delivery, simplify employee journeys, and eliminate recurring friction points.
• Documentation & Training: Develop SOPs, playbooks, governance routines, and mentor team members.
• System Testing: Perform UAT for enhancements and bug fixes, ensuring workflows are operationally ready.
• Continuous Upskilling: Stay current on tools, domains, and emerging AI capabilities to strengthen operational excellence.

• 6+ years overseeing service delivery functions (onboarding, offboarding, payroll, learning, benefits, transfers).
• Proven ability to navigate ambiguity and shifting priorities while maintaining momentum.
• Strong root cause analysis skills with measurable outcomes in quality, speed, cost, and employee experience.
• Excellent communication and stakeholder influence across matrixed environments.
• Experience in independent operations strategy execution during change and uncertainty.
• Track record of process and technology transformation.
• Demonstrated interest in AI adoption and workflow automation.

• Experience with supplier/vendor governance routines.
• Hands-on application of AI tools in operations (knowledge workflows, case triage, reporting automation).
• Familiarity with tech/software industry processes.
• Bachelor's degree in Business, Operations, HR, Consulting, or equivalent experience

For applications and inquiries, contact:View email address on us.fitly.work