Key Responsibilities :

Leadership & Team Management :

- Build, mentor, and lead a high-performing support operations team within the GCC.

- Establish support models, operational playbooks, and global coverage strategies.

- Define and monitor operational KPIs and SLAs including MTTR, release quality, and data accuracy.

- Drive a culture of accountability, proactive problem-solving, and continuous improvement.

SAP SuccessFactors Ownership :

- Own end-to-end operational management of SAP SuccessFactors, including configuration, deployment, releases, and production support.

- Manage environments, transport governance, testing, and release processes.

- Collaborate with HR and Payroll stakeholders to translate business needs into scalable solutions.

HR Technology Ecosystem & Integrations :

- Oversee HR platforms such as Greenhouse, Beeline, and SmartRecruiters.

- Ensure reliable integrations with payroll, identity management, workforce systems, finance platforms, and enterprise applications.

- Partner with Security and IAM teams to manage SSO, role governance, audit controls, and compliance requirements.

Service Management & Governance :

- Lead ITIL-based incident, change, and problem management processes.

- Drive root-cause analysis and major incident resolution.

- Ensure audit readiness, documentation governance, and evidence management.

- Develop SOPs, FAQs, knowledge articles, and self-service support resources.

Qualifications :

Required :

- 7+ years of HR technology and support leadership experience.

- Strong expertise in SAP SuccessFactors implementation and support.

- Experience supporting Greenhouse, Beeline, SmartRecruiters, or similar HR platforms.

- Deep understanding of HR data models and employee lifecycle processes.

- Strong experience in ITIL practices, SLA management, and global support operations.

- Excellent stakeholder, vendor, and cross-functional leadership skills.

Preferred :

- Experience building or managing GCC support operations.

- Knowledge of audit, compliance, SoD, and access governance frameworks.

- Exposure to enterprise integration tools such as Workato, Cloud Foundry, or SFTP.

Core Competencies :

- Operational Excellence

- Systems Thinking

- Team Leadership

- Customer-Centric Mindset

- Analytical Problem Solving