Senior Employee Service Manager

Responsibilities

• Lead the delivery of Employee Services across the Americas region, ensuring high-quality execution of employee lifecycle support and transactions
• Manage and develop a distributed team, building leadership capability and performance accountability across multiple locations
• Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
• Execute globally defined processes and standards, ensuring appropriate regional adaptation across the U.S. and Latin America
• Drive continuous improvement by identifying trends and inefficiencies to enhance service delivery
• Ensure accurate processing of employee data in SuccessFactors and drive adoption of ServiceNow as the case management platform
• Partner with HRIS and technology teams to support system enhancements, automation, and AI-enabled solutions
• Collaborate with Centers of Excellence to ensure processes align with policies and regulatory requirements, including U.S. and Latin American labor laws

Requirements

• 8–10+ years of HR experience, including shared services or HR operations leadership
• Experience managing teams across the U.S. and/or Latin America
• Experience leading service delivery in a high-volume, process-driven environment
• Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)
• Experience managing service delivery metrics such as SLAs, KPIs, and case quality
• Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices

Preferred Qualifications

• Familiarity with Latin America HR operations and regulatory environments
• Experience supporting the scaling or transformation of shared services operations
• Experience supporting the adoption of automation or technology solutions
• Proficiency in Microsoft 365, particularly Excel

About the Company

IGT is a global leader where innovation meets entertainment. From the casino floor to mobile screens, we deliver thrilling, responsible, and unforgettable gaming experiences powered by world-class content and strong technical capabilities. With over 6,000 employees across 30+ countries, we operate at scale while staying closely connected to the customers we serve.