Senior Manager, Shared Services

IGT

. Lead Employee Services delivery across the Americas region .

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 driving process improvement and operational leadership across diverse teams in the Americas region. Proficient in leveraging HR systems like SuccessFactors and case management tools such as ServiceNow to enhance employee lifecycle support and compliance.

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 AnalysisEmployee Lifecycle Support

Soft Skills

Team LeadershipStakeholder CollaborationChange ManagementCustomer Experience FocusEmployee Experience Focus

Tools & Technologies

SuccessFactorsServiceNowMicrosoft 365Excel

Industry Keywords

Shared ServicesHR OperationsU.S. Employment PracticesLatin America HR OperationsRegulatory Compliance

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Lead Employee Services delivery across the Americas region
Ensure consistent execution of 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 implement service delivery enhancements with global teams
Process employee data accurately and timely in SuccessFactors
Drive adoption and consistent use 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 recommend improvements
Provide regional insights to 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, preferably SuccessFactors
Experience with case management tools, preferably ServiceNow
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

Equal employment opportunities and commitment to a diverse, equitable, and inclusive workplace
Employee benefits are mentioned as part of IGT's equal-opportunity commitment, but no specific benefits are detailed