HXM Operations Manager

Are you ready to take on a key role in managing the daily operations of our Service Delivery Model (care4HR) and drive continuous improvement initiatives? NTT DATA Business Solutions is a global, innovative IT company serving over 5500 customers worldwide. We are currently seeking an experienced and proactive Operations Manager to oversee the day-to-day management and operational efficiency of care4HR within the Nordic region.   About the role: As an Operations Manager for care4HR within HXM, you will play a crucial role in ensuring smooth operations, managing resources, and supporting continuous improvement initiatives. You will work closely with the Nordic HXM management team to deliver value-adding solutions to our existing clients and driving projects in our global organization. Your key responsibilities will include: Day-to-Day Operations Management: Overseeing care4HR’s daily operations, including resource allocation and coordination. Content & Process Management: Maintaining and updating the internal care4HR SharePoint site, templates, procedures, customer overviews, and key client information. Compliance & Documentation: Ensuring compliance, routines, and documentation for managing consultants' access to client instances. Graduate (Dispatcher) Coordination: Onboarding, educating, and following up with dispatchers (graduates) to manage ticket coordination seamlessly. SLA Monitoring & Reporting: Establishing SLA monitoring routines and clear reporting structures for consultant and customer follow-ups. Consultant Workload Optimization: Tracking consultant workloads, ensuring fair ticket distribution, and adjusting resource allocations as needed. Client Setups & Quality Assurance: Coordinating practicalities related to ISP (ticketing tool), setting up new clients, and performing quality assurance on ticket content. Knowledge Transition: Implementing procedures for smooth transitions when onboarding new clients to care4HR. Service Management: Act as the primary Service Manager for selected customers and as an escalation point for operations related items for other Service Managers.   We are looking for a candidate with: Proven experience in operations management, IT services, or a similar role. Strong organizational and time management skills. Excellent written and verbal communication skills in English, with proficiency in another Nordic language being an advantage. A proactive and detail-oriented approach with a strong ability to problem-solve. Experience in coordinating with multiple stakeholders. Strong analytical skills and familiarity with service management tools and reporting. The ability to handle urgent tasks and shifting priorities efficiently. Experience with SuccesFactors is an advantage but not a requirement. Extensive skills in Excel and Analytics (handling data) is a plus.   What we offer: A dynamic and collaborative working environment within an international organization. Opportunities for professional growth and development. Flexible working conditions. An attractive compensation package.   How to apply for the position? If this opportunity interests you, please submit your resume along with a short application or a brief description of yourself and your motivation for applying to help us get to know you better. Applications are reviewed on an ongoing basis. To ensure fairness, please refrain from including a photo. At NTT DATA Business Solutions, we embrace diversity and welcome candidates of all genders, races, sexual orientations, religions, and backgrounds. We are committed to equal opportunities and fostering an inclusive workplace.   Contact If you have any questions about the position or NTT DATA Business Solutions as a workplace, please contact us below:   Mikkel Boel Faurby (Denmark & Finland) Mikkel.Faurby@nttdata.com   Kristina Lundqvist (Sweden & Norway) Kristina Lundqvist@nttdata.com   We Transform. SAP® Solutions into Value   Learn more about NTT DATA Business Solutions NTT DATA Business Solutions is an international and rapidly growing IT company and one of the world’s leading SAP partners. We deliver everything from consulting to implementation of SAP solutions—including operations and support. In the Nordic region, we employ approximately 500 people based in Denmark, Norway, Sweden, and Finland. While the world talks about digital transformation, we are actively transforming both ourselves and our customers. At NTT DATA Business Solutions, AI, AR, VR, IoT, robotics, drones, blockchain technology, and 3D printing are a tangible reality. These exponential technologies are being continuously integrated into our solutions, enabling us to cover a broad range of customer needs.