Senior Specialist: Service Delivery Management (HC COO)

About the role

Absa is looking for a senior specialist to lead service delivery management for its Human Capital operations across Africa. The role will translate HC strategy into actionable service plans, ensure SLA compliance and drive continuous improvement.

Key responsibilities

• Coordinate integration of HC Services, Centres of Excellence and Business Units to deliver predictable, aligned services.
• Monitor SLA performance, KPIs and service commitments, escalating risks and driving corrective actions.
• Develop and maintain service dashboards and management reports for COEs and Chief People Officers.
• Champion continuous improvement initiatives, standardising processes and enhancing service efficiency.
• Manage business unit experience, balancing efficiency targets with value creation and stakeholder expectations.
• Prepare service teams for new offerings, ensuring change readiness and mitigating disruption.

Required profile

• Bachelor’s degree in Human Resources, Business Administration, Operations Management or related field.
• 5‑12 years of experience in service delivery, operations or HR shared services, with at least 3 years of people‑management experience.
• Proven track record of managing SLAs and service performance in a matrix organisation.
• Experience with large‑scale change or transformation initiatives is advantageous.

Required skills

• Understanding of Human Capital service delivery models in large, complex organisations.
• Expertise in SLA frameworks, service management and performance governance.
• Data‑driven service performance management and reporting.
• Change management principles applied to operational environments.
• Dashboard development and management reporting.