HR Service Delivery Specialist

Job Details

Return to Search Jobs

What you need to know

We are currently seeking a Service Delivery Analyst for our client, a global pharmaceutical company based in South Dublin (D18).

This job will serve as a service coordinator and escalation point between the external HR support center and internal teams. The role will be a critical player on the team in the support of Workday, both pre the launch and post launch to ensure a send level support structure for the Regional HR Support Center is in place.

As the Service Delivery Analyst, you will help design standardised processes, process refinement and maintenance of knowledge materials. The role partners closely with the Delivery Assurance Lead to monitor services and identify possible areas of improvement.

This is a 6-12 month contract with a salary of circa €50k.

Your new job

Key duties & responsibilities:

  • Interface with vendors and internal teams to complete processes
  • Take lead in developing and improving process level documentation and knowledge base articles
  • Act as the primary knowledge resource and use this knowledge to raise Continuous Improvement opportunities to supervisor
  • Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
  • Identify root causes for customer internal escalations and recommend solutions to improve overall customer satisfaction
  • Take accountability for effectively handling senior level escalations or customer complaints received via various sources
  • Adhere to Service Level Agreements and department’s key performance requirements
  • Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
  • Perform follow up on incidents with customer to ensure customer satisfaction
  • Seek opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback

What are we looking for?

  • Bachelor or equivalent degree
  • Experience in a Service Center or Support Services roles ideal
  • Experience in Human Resources and with HR processes ideal
  • Fluent in English, ideally with one additional language Dutch, Czech, French
  • Experience working with Workday
  • Self-responsible and self-motivated, goal driven personality
  • Accurate and methodical working style; keen attention to detail
  • Excellent MS Office user skills (Excel, Word, Powerpoint) are essential

Apply for this job below!

By applying, you are giving consent for Matrix Recruitment to contact you about this job. We collect your data for recruitment purposes only and will retain it for the duration required as outlined in our privacy policy. All CVs are kept confidential and will not be submitted to any clients without your knowledge and consent. Please note that due to the expected high volume of applications we can only reply to applicants suitable for the position. In the interest of protecting your data and informing you of your rights we will notify you should we retain your information by issuing an acknowledgement email and a request for consent where not already expressly given.

We Value Your Trust.


Please tick this box to agree that, by submitting your CV to Matrix Recruitment, you are giving explicit consent for all of the following:

  • For Matrix Recruitment to store your CV and personal details on our database in line with our Data Retention Policy,
  • For Matrix Recruitment to share your CV with prospective employers in accordance with our Privacy Policy and Data Protection Policy , and
  • For Matrix Recruitment to contact you with job alerts specific to your industry.

We take our Data Protection responsibilities very seriously. Please follow the links to review our policies and if you have any queries on Data Protection, please do not hesitate to contact us.

Yes, I would like to occasionally receive updates on career advice and employment news specific to my industry and be included in surveys for market research. Please tick if you agree.

Alternative Text

Recruitment Consultant: Rena Weld

Not the right job for you?

Don’t worry we have plenty of other jobs that you might be interested in. Click the button below to get in touch with us for a confidential chat.

Get in Touch