Manager - HR Service Management

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 implementation of new service lines or operating model transitions within HR Shared Services.

2. Service Governance & Risk Management

• Govern the HR service delivery framework, ensuring compliance with enterprise policies, risk controls, and audit standards.

• Maintain a robust governance rhythm including service review meetings, operational scorecards, and compliance checkpoints.

• Oversee the documentation and maintenance of Standard Operating Procedures (SOPs), process controls, and RACI matrices.

• Serve as the HR governance liaison for risk, data privacy, and business continuity initiatives.

• Lead remediation actions and ensure timely closure of service-related incidents, risks, and audit findings.

3. Service Performance & Analytics

• Design service performance dashboards and reporting mechanisms to track operational efficiency, SLA adherence, and service trends.

• Analyze service data to identify optimization opportunities and partner with relevant stakeholders to address performance gaps.

• Provide insights and recommendations to leadership on service health, quality, and governance effectiveness.

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