Amgen
Biotechnology
Manager-HRServiceManagement
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optimal for Senior candidates.
“Manager - HR Service Management at Amgen. Skills: HR Service Management, Service Governance, Operational Maturity, Stakeholder Management. Lead HR Service Management framework. Oversee case management”
What You'll Achieve.
Global HR Service Management Framework established and operationalized; Consistent service performance reporting; Maintained service catalog, SLAs, and compliance documentation; Audit-ready service operations
Industry & Context.
Analytical and strategic thinking; operational execution focus
What They're Looking For.
Must Have
9–13 years in HR Shared Services, HR Service Delivery, or HR Governance, demonstrable experience in service management or enablement leadership roles, Advanced proficiency in ServiceNow, Workday, or other HR Service Management tools, Expertise in service governance frameworks, case management processes, and SLA management, analytical capability using Excel, Power BI, or similar tools for service performance reporting, service orientation and process governance mindset, Analytical and strategic thinking with operational execution focus, Exceptional stakeholder management and communication skills, Proven ability to lead through influence in a global, matrixed environment, Commitment to operational excellence and compliance rigor
Nice to Have
ITIL Foundation, Lean/Six Sigma Green Belt, equivalent service management certification
What You'll Do.
Lead HR Service Management framework
Oversee case management
Administer service catalog
Govern service taxonomy
Drive operational alignment
Manage system configurations
Support new service lines
Govern HR service delivery framework
Maintain governance rhythm
Oversee SOP documentation
Serve as HR governance liaison
Lead remediation actions
Design service performance dashboards
Provide insights to leadership
Establish data-driven approach
Translate business priorities
Ensure HR service teams trained
How You'll Work.
Team & Collaboration
Partner with global process owners; Partner with HR operations teams; Partner with technology stakeholders; Partner with HR technology teams; Partner with leadership; Represent Service Management function in cross-functional initiatives
Communication Scope
Exceptional stakeholder management and communication skills
Full Job Description
## **Career Category** Human Resources ## ## **Job Description** At Amgen, every challenge is an opportunity. And every opportunity brings the potential to change lives. Our shared mission—to serve patients—has driven our status as one of the world’s preeminent biotechnology companies, reaching over millions of patients worldwide. Leverage your high-level expertise to lead and forge partnerships that advance the biotechnical and biopharmaceutical science that can turn the tide of serious, life-interrupting illnesses. **Manager, HR Service Management** **Talent Experience & Operations** **Role Purpose** The Manager, HR Service Management is responsible for driving operational excellence, service governance, and enablement across HR service delivery. This role ensures that HR services are delivered efficiently, consistently, and in alignment with enterprise standards for quality, compliance, and employee experience. As a key member of the Service Enablement & Governance function within the Talent Experience & Operations vertical, the role manages the HR service management framework—overseeing service performance, governance controls, and system enablement. The incumbent acts as a strategic partner to global process owners, HR operations teams, and technology stakeholders to optimize HR service delivery and strengthen operational maturity. **Key Responsibilities** **1\. Service Management Leadership** * Lead the end-to-end HR Service Management framework, ensuring service consistency, scalability, and adherence to defined SLAs and KPIs. * Oversee case management, service catalog administration, and service taxonomy governance across key HR platforms (e.g., ServiceNow, Workday). * Drive operational alignment between regional HR delivery teams and global standards to ensure cohesive, high-quality service delivery. * Partner with HR technology teams to manage system configurations, workflow optimization, and service automation opportunities. * Support the definition and i
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