Introduction
The HR Services Delivery Administrator, a role within the IBM Global Service Solutions (GSS) team, will be dedicated to supporting Red Hat associates in the Brazil (mandatory activities required by the Brazilian government) and support for LATAM countries. The HR Services Delivery Admin uses their skills, curiosity and focus on customer excellence to efficiently manage HR Service support across the full employee life cycle, in a high-volume, ticket-based environment. The position ensures high-quality service by administering human resources program operational support activities including new hires and onboarding, benefits, absence, employment changes, terminations, and country-specific required program delivery and required compliance and government reporting. The role also drives continuous improvement efforts and participates in tool and technology enhancement projects.
Your Role And Responsibilities
Lead and execute a broad range of HR support activities, resolving associate tickets of moderate to high complexity within established Service Level Agreements (SLAs).
Process and administer HR programs and processes across the full Employee Life Cycle, including new hires and onboarding, benefits, absence, employment changes, terminations, and country-specific required program delivery, compliance activities, and government reporting.
Own the accuracy, integrity, and confidentiality of employee data and HR records, ensuring compliance with company policies, local labor laws, and regulatory requirements.
Utilize and maintain existing process documentation, Knowledge Base Articles (KBAs), troubleshooting techniques, and escalation paths; identify when local adaptations or escalations are required.
Compile, analyze, and distribute reports of varying complexity, including operational and compliance-related reporting, to support informed decision-making.
Maintain and update HR systems, reports, and metrics, ensuring data consistency and audit readiness.
Act as a country-level point of accountability for HR compliance, proactively identifying risks, gaps, or process issues and driving mitigation actions.
Lead continuous improvement initiatives by analyzing service delivery effectiveness, identifying process gaps, and updating processes, documentation, and training to reflect country-specific needs.
Partner closely with internal stakeholders, Global Process Owners, third parties, and vendors to support operational reviews, resolve issues, and recommend or implement process improvements.
Collaborate with management and cross-functional teams to define, adapt, and implement HR processes that meet both global standards and local requirements
Serve as the country lead and primary point of contact for HR projects, including tools and technology platform testing, enhancements, and implementation initiatives.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
3+ years of experience working in an HR or shared-services environment, with a strong focus on customer experience. Prior exposure to areas such as hiring/onboarding, benefits, global mobility, employee change event support, exit management, and country-specific government and compliance processes, tools, and portals is not required, but is a strong plus.
Highly organized and detail-oriented, with the ability to manage multiple, varied tasks in a fast-paced environment.
Excellent interpersonal, teamwork, and communication skills, with a clear customer-focused mindset.
Proven expertise in handling a wide range of issues and operational challenges, including moderate to high-complexity cases.
Strong problem-solving skills, with the ability to assess impacts, identify solutions, and escalate appropriately when needed.
Demonstrated understanding of upstream and downstream impacts, as well as compliance requirements, when handling confidential and sensitive employee information.
Proficient English and Portuguese language skills, both written and verbal.
Brazilian citizenship, required due to country-specific regulatory and operational needs.
Preferred Technical And Professional Experience
Familiarity with HR Systems (Workday and ServiceNow): intermediate exposure to HR systems used for employee data management, ticket handling, and HR process administration.
Analytical and report: ability to support reports, metrics, and data reviews using standard tools, with guidance and established templates.
Working knowledge of eSocial and Brazilian government systems and regulatory tools.
Nível de experiência
Pleno-sênior
Tipo de emprego
Tempo integral
Função
Recursos humanos
Setores
Atividades dos serviços de tecnologia da informação