Senior Employee Service Manager

IGT

. Lead delivery of Employee Services across the Americas region, ensuring consistent employee lifecycle support, inquiries, and transactions .

Posted 9/17/2026full-timeReno • Nevada • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive HR experience with a focus on service delivery performance management, including SLAs and KPIs, while ensuring compliance with U.S. and Latin America labor laws. Proficient in leveraging HR systems like SuccessFactors and case management tools such as ServiceNow to drive operational excellence and continuous improvement.

Highest-signal resume keywords

HR Operations LeadershipService Delivery Performance ManagementSuccessFactors ProficiencyServiceNow ExperienceData-Driven Decision-Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HR SystemsService Delivery MetricsProcess ImprovementData AnalysisAutomation SolutionsMicrosoft 365Excel ProficiencyEmployee Data ProcessingSOP DevelopmentRegulatory Compliance

Soft Skills

Team LeadershipStakeholder CollaborationChange ManagementCustomer Experience FocusEmployee Experience Focus

Tools & Technologies

SuccessFactorsServiceNowMicrosoft 365

Industry Keywords

Employee ServicesShared ServicesHR OperationsLabor LawsAudit RequirementsLatin America HR OperationsHigh-Volume EnvironmentContinuous ImprovementEmployee Lifecycle SupportCase Quality

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead delivery of Employee Services across the Americas region, ensuring consistent employee lifecycle support, inquiries, and transactions
Manage and develop a distributed team across multiple locations
Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
Execute global processes and standards with appropriate regional adaptation across the U.S. and Latin America
Drive continuous improvement and partner with global teams to implement service delivery improvements
Ensure accurate and timely employee data processing in SuccessFactors
Drive adoption and consistent usage of ServiceNow as the case management platform
Partner with HRIS and technology teams on system enhancements, automation, and AI-enabled solutions
Collaborate with Centers of Excellence to align processes with policies and regulatory requirements
Ensure adherence to labor laws, company policies, and audit requirements
Maintain and improve SOPs and knowledge base content
Analyze service trends and performance data to inform decisions and recommend improvements
Collaborate with global Employee Services leaders and contribute to the People Operations model

Requirements

What you’ll need

8–10+ years of HR experience, including shared services or HR operations leadership
Experience managing teams across the U.S. and/or Latin America
Experience leading service delivery in a high-volume, process-driven environment
Hands-on experience with HR systems; SuccessFactors preferred
Experience with case management tools; ServiceNow preferred
Experience managing service delivery metrics, including SLAs, KPIs, and case quality
Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices
Familiarity with Latin America HR operations and regulatory environments preferred
Experience supporting scaling or transformation of shared services operations preferred
Experience supporting adoption of automation or technology solutions preferred
Proficiency in Microsoft 365, particularly Excel, preferred
Operational leadership and execution
Service delivery performance management
Process improvement and standardization
Data-driven decision-making
Team leadership and development
Stakeholder collaboration and influence
Change management and adoption
Customer and employee experience focus

Benefits

Comp & perks

IGT is committed to fostering a diverse, equitable, and inclusive workplace
Equal employment opportunities without regard to protected characteristics
Benefits, training, and compensation are included among covered employment practices