Director Global HR Systems Support

Responsibilities / Tasks

• Provides operational leadership to the Global HR System Support Team (Tier 3), ensuring effective execution of transactional HR service based on inquiries.
• Responsible for third level support strategy design, resource planning, and performance management within the third level support organization (Tier 3), in line with the Vice President - HR Technology & Infrastructure, Global Lead First Level Support (Tier 1), and Head of Global HR Services Delivery (Tier 2).
• Drives continuous improvement for the Global HR System Support.
• Monitors delivery of Global HR System Support services in alignment with global HR strategy for HR Operations, global HR standards, and policies, based on KPIs.
• Ensures global processes are launched and tracked, participates in process design, and ensures technical team delivers support and maintenance of systems as needed.
• Supervises Global HR System Support team members; assigns and prioritizes staff tasks and projects; counsels, trains, and coaches on HR System Support topics; develops staff skills and conducts performance evaluations.
• Manages relationships with key stakeholders of the first and second level support organizations (Tier 1 & Tier 2) and other HR T&I Tier 3 teams.
• Acts as the point of contact for HR System Support escalations.
• Evaluates organizational needs and HR system trends, determines suitable improvements and fixes for Tier 3.
• Monitors, defines, signs off, and improves role-based permission concepts for HR Systems such as Workday and ServiceNow.
• Identifies service delivery issues and takes appropriate action, promotes performance improvement initiatives.
• Promotes efficient and effective team working within the third level support organization (Tier 3).
• Responsible for support concept in Tier 3 and makes own staffing decisions.

Your Profile / Qualifications

• Bachelor’s or Master’s degree in Business Administration, Information Systems in Human Resources, or a related field.
• Several years of experience in HR and HR IT, ideally with functional and implementation expertise in HR Technology (preferably Workday and / or ServiceNow).
• Strong leadership skills and experience in leading teams.
• Proven experience in implementing, optimizing, and leading complex, cross‑functional HR system / solution projects.
• Up‑to‑date knowledge of HR trends, tools, and techniques; enthusiasm for staying current with developments in HR Technology.
• Familiarity with agile project management and project management tools (e.g., JIRA, Confluence).
• Strong competencies in business analysis, planning, and solution orientation; skilled in prioritization.
• Capable of understanding business needs and translating them into actionable project requests.
• Excellent communication skills, able to simplify complex system structures for stakeholders.
• Demonstrates a sense of urgency, ownership, and independence to drive projects to completion.
• Fluency in English is mandatory; proficiency in German is advantageous.
• Strong change communication skills.

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