HR Service Delivery & Knowledge Manager

The HR Service Delivery & Knowledge Manager plays a critical role in leading the HR Service Center (AskHR) toward operational excellence, consistency, and best-in-class associate experience.

This role combines service delivery leadership with knowledge and analytical skills helping to ensure HR Services are efficient, employee centric, and continuously improving. This role will also strengthen knowledge management practices, and use data-driven insights to optimize processes, enhance service quality, and inform decision making across HR.

This position requires a balance of operational execution, analytical thinking, and people leadership to drive service transformation while fostering a culture of empathy, accountability, and excellence.

What You'll Do: Advance the vision and strategy for modernizing the HR Service Center including but not limited to…

Knowledge Management & Insights

• Lead the governance and maintenance of HR knowledge content to ensure accuracy, clarity, and accessibility.

• Collaborate with HR stakeholders to translate complex policies and processes into user-friendly resources.

• Use data from case management to identify service opportunities and emerging needs.

• Present insights and recommendations to HR leadership to inform decision making.

• Drive adoption of self-service tools and resources to empower associates and managers.

Service Delivery

• Monitor service metrics, SLAS, and quality standards to ensure consistency.

• Drive process optimization and continuous improvement initiatives that enhance efficiency.

• Partner with HR COEs, HRPs, and other stakeholders to resolve complex issues and elevate the associate experience.

• Leverage technology to improve productivity and service outcomes.

• Champion change initiatives and ensure the team is equipped and supported.

What you will need:

• Solutions oriented with a customer centric mindset.

• Ability to think strategically while executing tactically.

• 5 -7 years of experience in HR Shared Services, HR Operations, or related disciplines.

• Experience with case management and knowledge platforms (e.g., ServiceNow HRSD) strongly preferred.

• Strong analytical mindset and comfortable translating data into insights and actionable improvements.

• Excellent communication, collaboration, and stakeholder management skills.

• Demonstrated ability to lead through change.

• Deep commitment to service excellence and continuous improvement.

#LI-AH1

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities - opportunities that may not even exist right now - for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive - working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 86,000 USD - 118,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com.

Job Requisition ID:105799

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