Service Delivery Manager – HR Service Desk
Global Process Owner, HR Service Desk & Case Management (Q2R)

Tower: Query to Resolution (Q2R)
Location: Noida, India (HR Shared Services Hub)
Reports to: HR SSC Regional Hub Director, Noida
Role type: People manager
Scope: Multi-channel HR contact centre (Tier 0–2), case management, knowledge management and employee self-service

ABOUT THE HUB
Bureau Veritas is building a greenfield HR Shared Services hub in Noida. The hub will bring HR operations that currently run separately in each country into one standardised, digitally enabled service centre. You will design your tower, move work into Noida in structured waves, and run it at scale to global standards.

ROLE PURPOSE
You own the front door of HR. You will turn country help desks, shared inboxes and informal routes into one-tiered, multilingual service desk. Employees will get fast, accurate answers, and every query will be tracked, measured and used to improve how HR works.

KEY RESPONSIBILITIES
1. Transition and shared services set-up
• Map each country's current query channels,



volumes, query types and resolution paths, and set the baseline.
• Design the Q2R tiered model: Tier 0 self-service and chatbot, Tier 1 hub desk, Tier 2 hub specialists, and Tier 3 CoE or country HR, with transparent handoff rules.
• Set up the service desk for each transition wave, covering language coverage, time-zone rostering, channel setup and routing rules.
• Build the knowledge base before each go-live so that every in-scope query type has approved content from day one.

2. Process ownership and service delivery
• Act as Global Process Owner for Q2R. Own case categorisation, priority and SLA matrices, and escalation paths.
• Own the central knowledge base and keep it current. Target 95%+ coverage of Tier 1 queries and track content accuracy.
• Run weekly triage and trend reviews with HR business partners and GPOs. Turn repeat queries into process fixes in other towers.
• Plan workforce needs

📌 Service Delivery Manager (Noida)
🏢 Bureau Veritas
📍 Noida