HR Service Delivery Solutions Lead

Do you want to be part of an inclusive team that works to develop innovative therapies for patients? Every day, we are driven to develop and deliver innovative and effective new medicines to patients and physicians. If you want to be part of this exciting work, you belong at Astellas!

Astellas Pharma Inc. is a pharmaceutical company conducting business in more than 70 countries around the world. We are committed to turning innovative science into medical solutions that bring value and hope to patients and their families. Keeping our focus on addressing unmet medical needs and conducting our business with ethics and integrity enables us to improve the health of people throughout the world. For more information on Astellas, please visit our website at .

This position is based in Northbrook, Illinois. Remote work from certain states may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines. Candidates interested in remote work are encouraged to apply.

Purpose and Scope:

  • The HR Service Delivery Solutions role will work in partnership across multiple stakeholders; geographies and time zones to develop and implement innovative and cohesive solutions to improve the end-to-end HR processes and service

  • The role will be responsible for driving consistency of service delivery standards and solutioning of continuous service improvement opportunities to ensure the delivery is continuously improving and reflects best practice benchmarks

  • The role will contribute to the development and implementation of the strategy to maximize cost effectiveness, align with business needs and in compliance comply with legal requirements

  • The role will ensure processes are compliant, fit-for-purpose for the future and will manage improvements to processes and services to increase efficiency

  • The role will analyze Service Quality (3rd party provider SLAs), understanding trends and completing root cause analysis to identify continuous improvement opportunities and develop options / proposals / business cases for changes in service delivery – to be reviewed and approved by senior stakeholders

  • The role will own and oversee the implementation of all service transition and continuous improvement projects

  • The role will act as an Account Mgmt. (point of contact) for broader HR colleagues across the CoE and Business Partner teams – ensuring they are properly supported by the HR Operations function

  • The role will act as a custodian for employee experience aligned with business outcomes and overall HR vision, purpose and objectives

  • The role will drive the stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists for their respective countries / cluster

Essential Job Responsibilities:

Key Accountabilities:

  • Accountable for developing a strategic continuous improvement plan for HR Service Delivery that focusses on maintaining reliability and high performance of operational, query and transactional activity

  • Accountable for all solutioning and designing of any changes in scope and service across HR Service Delivery to support the functions complex and dynamic environment

  • Accountable for Account Mgmt. with HR – holding the pen against our global model and principles and working with HRBPs and CoEs to ensure they are supported by teams across HR Operations

  • Accountable to oversee all transition of scope / processes to NGA & Conduent – working with appropriate Astellas stakeholders to align the ownership of HR activity to the agreed HR Operating Model

  • Accountable for supporting Day to Day account management of service delivery 3rd parties and being a point of contact where required

  • Accountable for managing and tracking Business as Usual change requests with NGA & Conduent – working with broader HR Ops stakeholders to execute

  • Accountable for ensuring senior stakeholders both inside and outside of HR Operations are aligned around the HR Service Delivery model and objectives

  • Accountable for review and analysis of service reports from NGA & Conduent, tracking and management of SLAs – using data and insight to drive improved performance

  • Accountable for the stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists for their respective countries / cluster

Key Deliverables:

Run HR Service Delivery:

  • Service provider performance dashboard and internal quality audit reporting – to monitor performance of global 3rd party service delivery providers and use performance information to identify improvements in service

  • Maintain an on-going working knowledge of service delivery issues and understanding of mitigations in place across operational teams

  • Point of escalation for broader HR service delivery teams to ensure any issues come to a satisfactory resolution and all stakeholders are updated

  • Maintenance of the HR process taxonomy and service catalogues to maintain a clear scope of services delivered out of HR Service Delivery

  • Service transition roadmap – with detailed planning of all future service transitions backed up by appropriate business case / approval

  • Service change request portfolio – holistic view of all in-flight change requests relating to service delivery, with appropriate status tracked

  • Ensure the structure of 3rd party HR Service Delivery teams (e.g., NGA / Conduent) is at an optimum level and is focused on both customer service and cost effectiveness

  • Work with subject matter experts to develop solution planning for service change requests and change projects

Continuously Improve HR Service Delivery:

  • Understand and document the needs of Astellas customers (internal and external), proactively seeking feedback to identify opportunities to improve service – for example analysis of customer survey results

  • Develop a strategic continuous improvement plan for HR Service Delivery and manage against this to deliver year on year cost savings and service capability and improving service performance against benchmarks – whilst adhering to the Global HR Operations Operating Model principles

  • Coaching others to look out for continuous improvement opportunities to instil a culture of continuous improvement within HR Operations

  • Continuous Improvement roadmap – including all potential and approved opportunities to improve the service across operating model, process, documentation & systems

  • Develop Astellas HR Operations Continuous Improvement approach (e.g. LEAN / Six Sigma), providing the tools to execute using this approach and train broader team members to use this to drive removal of process defects

  • Regularly review E2E employee lifecycle processes with a view to driving efficiency – collaborating with process owners to develop / implement process changes

  • Contribute to the shaping of new or improved process / procedures / application of policy across Service Delivery and ensure Astellas HR Operations readiness to implement new employment practices and changes to employment law with regard end to end HR Service Delivery processes; ensuring training is provided as required

  • Solution, plan and manage HR Service Delivery projects against agreed objectives, timescales, quality standards, cost constraints and benefits – lead development of business case to secure funding for projects as required

  • Monitoring of HR Service Delivery budget, cost vs. benefit position and scope – to provide senior HR leaders with a latest position as needed

Establish & maintain Global HR Operations Model

  • Successful stabilization and adoption in Business As Usual of the Global HR Operations Model, including myHR, Global Payroll & Global Time and HR Operations Specialists – particular focus on sustained adoption of the model of all Astellas HR Customers

  • Create and deliver a fit for purpose strategy for their geographical scope, for establishment of Global HR Operations Model, understanding the complexities of local HR Services today and develop plans to transition activity to third party providers, the retained HR Service Delivery team or other areas of the HR model

  • Stakeholder engagement and communication plan – that articulates the journey to the global model and gains buy-in for this

  • Timely and successful establishment and then maintenance of myHR, Global Payroll & Global Time solutions – including on-going transition of scope and services to 3rd party providers

Ways of Working:

  • Located within a commercial cluster – expected to build relationships with the business and with broader HR

  • Collaborate with HR Leadership Team to plan, design and deliver changes driven by policy or HR related initiatives, managing change against agreed objectives, timescales, and quality standards

  • Working as a global team – following a standard methodology and approach for all areas of their scope that drives consistency across HR Operations Service Delivery

  • Work hand in hand with the Captive HR Service Delivery Team to monitor escalations / issues and support solutioning

  • Take direct feedback from 3rd party providers they manage and develop a partnership approach, ensuring they have what is needed from Astellas to deliver

  • Through Account Management for HR, receive and qualify requests for change / continuous improvement

  • Use strong negotiation, influencing and socialization skills to ensure that key identified stakeholders are made aware of and kept up to date with the latest information regarding HR Service Delivery

  • Lead and manage multiple, concurrent projects and continually assess priorities – delivering within cross HR and cross-functional project teams using internal resources, consultants etc., holding internal work stream leaders accountable as required.

  • Develop strong communication channels, through regular feedback and team huddles which ensure all stakeholders understand priorities, are informed of changes and have up to date business information

  • Act as a ‘Change Champion’ supporting the business to embrace change and ensure that change limits as much disruption to the organization as possible

  • Build the case for change for HR Globalization and HR Operations across the affiliate network, through developing strong relationships with key stakeholders and helping to manage expectations / requirements

  • Promote HR self-help tools and self-service solutions

  • Motivation of HR Operations Team by leading through example and turning HR Operations into an important element of the HR Career Path

Quantitative Dimensions:


  • Employees at all levels globally

  • Regional HR Operations teams

  • Centres of Excellence (CoE)

  • HR Business Partners (HRBP)

  • Management Information & Systems


  • HR Service Delivery Outsource Provider

  • Global Payroll Provider

  • External suppliers & consultants

Organizational Context:

Reports to:

  • Global HR Service Delivery Lead


  • HR Projects Delivery Lead

  • Global Comms & Content Lead

  • Global Payroll & Reward Service Delivery Lead



  • Substantial experience in a leadership position encompassing HR, customer service and project management

  • Sound knowledge and experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.) with substantial experience in HR process design, transaction support and employee administration within a multinational organization – across geographical regions

  • Extensive experience in transaction management

  • Sound knowledge and experience of HR metrics and their applicability

  • Excellent written and oral communication skills in English

  • Experience in the development and implementation of a range of continuous improvement projects, including both technology and process improvement in a cross-cultural, multinational setting

  • Strong knowledge and experience Project Management Tools and Techniques

  • An in-depth knowledge and understanding of the HR employee lifecycle

  • Good understanding of employment law, its application and best practice.

  • Proven excellent people manager with an ability to lead and motivate a team

  • Experience of coaching employees and managers on employee lifecycle processes

  • Experience of delivering to customer service targets within a complex environment

  • Ability to multi-task and alter direction easily to accommodate changing priorities

  • Sound judgement to manage conflicting priorities and manage client expectations.

  • Experience of creating and managing a budget

  • Chartered MCIPD or equivalent qualification, or equivalent HR experience.


  • Medical, Dental and Vision Insurance

  • Generous Paid Time Off options, including Vacation, Sick time, plus national holidays including Heritage Days, and Summer and Winter Breaks

  • 401(k) match and annual company contribution

  • Company paid life insurance

  • Annual Corporate Bonus and Quarterly Sales Incentive for eligible positions

  • Long Term Incentive Plan for eligible positions

  • Referral bonus program


Category HR Operations

Astellas is committed to equality of opportunity in all aspects of employment.

EOE including Disability/Protected Veterans