HR Service Delivery Manager /main focus on recruitment/ (f/m/d)


The HR SERVICE DELIVERY MANAGER selection is open, and you are welcome to apply for it! The position combines the leadership over all HR service activities provided by GBS: Global recruitment services (this is the priority in the current stage), LMS (learning management system) content creation and administrative support, Success Factor - 2nd and 3rd level support, HR projects coordination, reports and analyses. The role of the HR service delivery manager is entirely customer-facing. Duties of a service delivery manager involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.

What is important for the future HR service delivery manager to be successful on this position:


  • Participate in creation and execution of the new recruitment strategy, new way of working and setting high standards of global recruitment. 
  • Outline the need of new tools and approaches in the recruitment to meet higher KPIs. Analyze results and provide comparison with external benchmark. (Best in the industry) 
  • Make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
  • Responsible for the coordination and control of the day-to-day activities related to the services provided by the HR unit, performance, and quality management. 
  • Coordinates the projects and leads the communication with the responsible HR services clients and partners. 
  • Manages people in the team by setting goals, developing their knowledge, and monitoring the defined KPIs – quality/ timeliness/ volumes/ productivity etc.
  • Prepares proposals and strategy for the development and optimization of the provided services and transferring new ones. 
  • Defines and prepares reports and analysis of the work performed, offering guidelines for improvements, and ensuring proper utilization of each team member.
  • Responsible for proper management andcommunication of escalated issues
  • Take care for having proper documentation of the processes and procedures applied. 
  • Providing accurate and regular reports to the management on performance of the service delivery


  • Experience of working within Recruitment agency and/or Shared services environment in a complex multinational organization, offering recruitment services (HR process improvement services and client relations management is an advantage).  
  • Experience/understanding of the Employer Branding concepts and social media coverage for improving the employer presence in social platforms and ensure proper talents acquisition channels. 
  • Experienced and knowledgeable in the design and development of HR Shared Service processes and KPIs. 
  • Track record of managing recruitment services for a region or globally.
  • Understanding and experience in providing LMS services is considered as a big advantage 
  • Well-organized and structured person who has vision for process improvements and efficiencies.
  • Experience in working with SAP SF is advantage.
  • Proven track record of going deep into problem resolutions, when necessary, but able to articulate the bigger picture and solution creation.
  • Track record of successfully completed HR projects required coordination, management of processes and people.
  • Excellent command of written and spoken English, German is advantage. 


Work life balance is something important for us:

  • 25 days paid leave
  • Flexible start and end of the working day
  • Balance between home and office work

Our hard and smart work is appreciated:

  • Annual and holiday bonuses
  • Food for our brain - variety of training opportunities
  • Food for our body - food vouchers and fresh fruits at the office

Our health is our first priority:

  • Additional health insurance
  • Sport cards discount
  • Company sports campaigns

We prefer to make our life easier:

  • Transport allowance
  • Parking opportunities

What we really encourage:

  • Freedom to share opinion and give ideas /improve the processes within your working scope/, participate in establishing and integrating more efficient approaches
  • Improve yourself and bring quality which you will be proud to share with all of us
  • Enjoy yourself while working :-)


To apply, please send your CV in English. Only short-listed candidates will be contacted.
All candidates will be treated in strict confidentiality, in accordance with the provisions of the GDPR.


Since English is a mandatory requirement for this position, this posting is directed only to candidates with appropriate English language skills.
Английският език е задължително изискване за позицията, в тази връзка обявата за работа е насочена само към кандидати с подходящо езиково ниво.

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Stanislava Shumarova

Recruitment Expert
Palfinger GBS Bulgaria EOOD
118 Bulgaria Blvd | 1618 Sofia | Bulgaria


Palfinger GBS Bulgaria EOOD
118 Bulgaria Blvd 1618 Sofia
Palfinger Sofia

Location benefits

  • Flexible Working Hours
  • Mobile working (function related)
  • Learning Opportunities
  • Food Allowances
  • Health Insurance
  • Health Measures
  • Fitness Programs
  • Good transport connection
  • Parking facilities