Senior Employee Service Manager
Zapopan, JAL, MX, 45222
IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.
Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to costumers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.
Overview
IGT is seeking a Senior Manager, Employee Services to lead the delivery and continuous improvement of People & Culture (P&C) shared services operations across the Americas region.
This role is responsible for driving service delivery performance, leading a distributed team, and ensuring consistent execution of global processes and standards, while identifying opportunities to improve efficiency, scalability, and employee experience across the U.S. and Latin America.
Responsibilities
- Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions
- Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations
- Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
- Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America
- Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements
- Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline
- Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards
- Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region
- Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements
- Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed
- Maintain and continuously improve SOPs and knowledge base content related to service delivery processes
- Analyze service trends and performance data to inform decision-making and recommend improvements
- Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model
Qualifications
- 8–10+ years of HR experience, including shared services or HR operations leadership
- Experience managing teams across the U.S. and/or Latin America
- Experience leading service delivery in a high-volume, process-driven environment
- Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)
- Experience managing service delivery metrics (SLAs, KPIs, case quality)
- Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices
- Familiarity with Latin America HR operations and regulatory environments (preferred)
- Experience supporting scaling or transformation of shared services operations (preferred)
- Experience supporting adoption of automation or technology solutions (preferred)
- Proficiency in Microsoft 365, particularly Excel (preferred)
Key Competencies
- Operational leadership and execution
- Service delivery performance management
- Process improvement and standardization
- Data-driven decision-making
- Team leadership and development
- Stakeholder collaboration and influence
- Change management and adoption
- Customer and employee experience focus
#LI-DQ1
IGT is committed to fostering a diverse, equitable, and inclusive workplace that reflects the global communities and customers we serve. We strive to create an environment where all employees feel valued, respected, and empowered.
IGT is an equal opportunity employer. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion or belief, sex, sexual orientation, gender identity, age, national origin, disability, or any other characteristic protected by applicable law. This commitment applies to all employment practices, including recruitment, hiring, promotion, compensation, benefits, training, and termination.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.