Delivery Manager – HRO (German)

Location: Bengaluru, Whitefield
Experience: 9–14 Years
Shift: Central European Timing (CET)
Domain: Human Resources Operations / Hire-to-Retire (HRO)

Role Overview

We are looking for an experienced Delivery Manager – HRO (German) to lead end-to-end HR service delivery across one or more HR towers within the Hire-to-Retire (HRO) process.

The role will be responsible for operational excellence, SLA/OLA adherence, client relationship management, governance, continuous improvement, and successful delivery of HR services to global and German-speaking stakeholders.

Key Responsibilities

• Own end-to-end service delivery for the assigned client account/portfolio.

• Ensure adherence to SLA/OLA, KPIs, quality, and service performance.

• Establish and manage operational governance with clients, including reviews, reporting, risks, and issues.

• Lead transitions, stabilization, process improvement, automation, and productivity initiatives.

• Act as the primary contact for service delivery issues and escalations.

• Drive root-cause analysis and corrective/preventive actions.

• Ensure client requirements are understood and delivered through effective processes and change management.

• Drive service quality through audits, standards, and continuous service improvement.

• Collaborate with Delivery, Operations, Finance, HR, Security, and Vendor teams.

• Identify cost optimization opportunities through automation, process standardization, and resource optimization.

• Manage stakeholder relationships and ensure high levels of customer satisfaction.

Required Qualifications

• Graduate / Post Graduate degree (Graduation is compulsory).

• 9–14 years of experience in service delivery and client relationship management.

• Strong experience in operational governance, SLA management, and stakeholder management.

• Experience in HR Operations / HRO / Hire-to-Retire processes.

• Strong business and people management skills.

• Excellent analytical, planning, problem-solving, and decision-making abilities.

Mandatory Language Requirement

• B2-level German proficiency is mandatory.

• German language must be clearly mentioned on the candidate's CV.

• Strong written and verbal communication in German and English.

• Experience supporting German or European HR operations is preferred.

Preferred Qualifications

• Lean / Six Sigma certification preferred.

• PMP / PRINCE2 or Project Management certification preferred.

• Experience in a Global Capability Center (GCC), Shared Services, or Outsourcing/BPO environment.

• Experience managing global stakeholders.

Key Skills

• HRO / Hire-to-Retire

• Service Delivery Management

• Operations Management

• SLA / OLA Management

• Client Relationship Management

• Stakeholder Management

• HR Operations

• Process Improvement

• German Language – B2

• Governance & Reporting

• People Management

• Continuous Improvement

Behavioral Competencies

• Analytical thinking

• Planning and organization

• Relationship management

• Customer orientation

• Result orientation

• Service mindset

• Innovation and creativity

• Cultural sensitivity and adaptability

Important Eligibility Criteria

• Graduation is compulsory.

• B2 German language proficiency is mandatory.

• “German” must be explicitly mentioned on the candidate's CV.

• Former or current TCS/Tata employees are not eligible.

• Ex-TCS employees cannot apply.

• PAN and Date of Birth (DOB) are required for profile creation.