AGL transport & logistics - Head of HRIS Service Center

To Manage the operational, functional, and technical supervision of HRIS support. Lead level 1 and 2 support teams, ensure the stability, performance, and scalability of the HRIS system, and guarantee a high level of service to HR and operational users. While ensuring strategic coordination between IT, HR, and vendors, ensure consistency between HR/Payroll processes, the HRIS solution, and the Group's HR digital strategy.HRIS Service Center Management Key Responsibilities• Define the HRIS support strategy, service objectives, and key performance indicators (SLAs, resolution rate, user satisfaction, etc.)• Supervise and coordinate level 1 and 2 teams, organized by functional domains (Core HR, Talent, Payroll, Data, Integrations…)• Develop the service operating model: procedures, tracking tools, prioritization, and escalation organization• Ensure a consistent level of service across all group entitiesTeam Management and Skills Development• Manage, lead, and develop the skills of support teams (technicians, consultants, administrators…)• Promote a culture of internal customer service, operational excellence, and collaboration between support levels• Identify recruitment, training, and HRIS certification needs• Organize cross-functional collaboration between support, projects, and ongoing maintenanceFunctional and Technical Supervision of the HRIS• Ensure with the vendor the availability and reliability of the HRIS system and its modules• Manage complex escalations (critical incidents, cross-functional issues)• Oversee access security, role management, and GDPR compliance• Coordinate functional or technical updates with vendors and ITContinuous Improvement and Innovation• Identify incident trends and lead continuous improvement plans for the system in coordination with the vendor• Develop the knowledge base and self-service tools to reduce support workload• Propose optimization opportunities for HR processes through the use of the HRIS• Contribute to the HRIS evolution roadmap in collaboration with project teams and HR leadershipThe main tasks are identified but not exhaustive, as new activities may be proposed as long as they are directly related to the role.Governance, Reporting, and External Relations• Ensure regular reporting to the HR and IT executive committee on Service Center performance• Manage relationships with vendors, integrators, and external partners• Participate in defining the overall HRIS governance (roadmap, budgets, priorities)• Manage the HRIS Service Center budget