Domain Service Manager

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Who you are:

You are an experienced service management professional with hands-on experience supporting enterprise People technology services. You understand the importance of stable, secure, and user-centred People services across employee lifecycle processes, talent, recruitment, learning, performance, workforce management, reporting, integrations, and operational support. You are customer centric, commercially aware, and confident operating in a complex global environment. You take ownership of incident restoration, service level performance, change coordination, problem management, service communications, stakeholder alignment, vendor performance, and continuous service improvement for People Function services.
 

What You’ll Own:

•    Act as the key point of contact for People Function service support across People stakeholders, HR operations, business process owners, Enterprise Applications teams, Global Technology Services & Operations, support teams, and internal/external service providers.
•    Own all aspects of People Function service management, including incident, change, problem, knowledge management, service communications, service creation, transition, and operation.
•    Ensure service lines deliver reliable customer service, incident restoration, service request fulfilment, and service level agreement performance for People processes, platforms, and integrations.
•    Monitor, report, and improve the availability and performance of end-to-end People Function services, including business-critical HR processes and downstream integrations.
•    Develop People Function standard operating procedures and knowledge-based articles for handover to Level 1 and Level 2 support teams.
•    Identify, prioritise, and implement People Function service improvements in collaboration with People stakeholders, technology, operations, and supplier teams.
 

Role accountabilities:
Service Management:
•    Coordinate incident, problem, service request, change, knowledge management, and service communication activities for People Function services.
•    Work with Global Technology Services & Operations and service operations teams to manage incident and problem response, resolution, and service requests with a strong focus on end-user and Key Business User satisfaction.
•    Manage service escalations by establishing clear escalation paths, coordinating timely stakeholder updates, driving issue ownership across internal and external teams, and ensuring appropriate prioritisation and resolution of business-impacting People Function service issues. •    Ensure relevant service lines deliver reliable support for People processes, platforms, integrations, access-related issues, service changes, and operational communications. •    Manage operational KPIs for BAU deliveries, including shift rota coverage, continuity, handover, responsiveness, and adherence to agreed service performance measures across People Function service operations. •    Report on People Function service availability, performance, response and resolution times, backlog status, customer satisfaction, and service improvement opportunities.