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Full-time
bachelor degree, postgraduate degree
Posted 28d ago
Apply by Aug 31
~40 hrs/week
Responsibilities
Lead and develop a team of HR Service Agents to deliver high-quality 1st line HR support and query resolution. Balance team leadership and process improvement with hands-on operational case handling across the employee lifecycle.
Requirements
Requires a Bachelor's or Master's level of performance with proven experience in HR Operations or a Service Delivery Model within an international environment. Must possess strong leadership capabilities and proficiency in HR systems like Workday or SAP SuccessFactors.
Full job description
Job Title
Team Lead HR Service Desk
Job Description
Team Lead HR Service Desk (Hybrid Role)
Role Purpose
The Team Lead HR Service Desk is responsible for ensuring the effective delivery of HR services by leading the Service Desk team while actively contributing to operational case handling. The role combines people leadership, process ownership, and hands-on execution to drive service excellence and alignment with the global HR operating model and processes.
The position operates as a hybrid role (3 days in the office min), with approximately 60–70% focus on team leadership, process alignment, and continuous improvement, and 30–40% on operational case handling and service delivery.
Your department Your 1st line operational team is positioned within the Global HR Shared Services department and reports directly and functionally into the Global HR Service Desk Lead (location The Netherlands), who reports into the Global Head of Regional HR and Global HR Services within Global HR.
You deliver 1st line HR services (query and transaction resolution) to all Vanderlande employees and managers within the NA region. Your team plays a key role in the satisfaction of our customers as they have regular contact for 1st line support. We continuously improve our service environment that drives performance in the areas of customer satisfaction, knowledge creation, technical expertise, process improvement and timeliness of support delivery.
Your main responsibilities cover:
Team Leadership & People Management (Primary Focus)
Lead, coach, and develop a team of HR Service Agents (2 employees) to deliver high-quality support.
Set clear performance expectations and monitor team KPIs (e.g., SLA adherence, quality, customer satisfaction).
Conduct regular 1:1s, performance reviews, and development planning.
Foster a high-performance, customer-centric, and continuous improvement culture.
Act as the first escalation point for complex or sensitive HR cases.
Support workforce planning, scheduling, and workload distribution.
Service Delivery & Operations
Deliver HR services in line with defined processes and service level agreements.
Handle and resolve complex HR cases across the employee lifecycle (hire-to-retire).
Ensure accuracy, completeness, and compliance in all transactions.
Provide guidance and support to team members on case handling and policy interpretation.
Contribute directly to achieving operational targets and service desk performance.
Process Management & Continuous Improvement
Drive alignment of global processes and local needs within the global HR service delivery model.
Identify, prioritize, and implement process improvements to increase efficiency and service quality.
Maintain and continuously improve knowledge base documentation.
Support the implementation of new tools, systems, and processes.
Ensure standardization and consistency in ways of working across the team.
Stakeholder Management
Act as key interface between the HR Service Desk, HR Partners, and Functions (Centers of Expertise).
Ensure clear and professional communication with internal stakeholders and employees.
Support change initiatives and effectively communicate updates to the team and stakeholders.
Performance Monitoring & Reporting
Monitor service performance using relevant metrics and dashboards.
Analyse trends and identify improvement opportunities based on data and feedback.
Report on team performance and provide insights to management.
Your profile
You are a successful team lead with proven ability to lead and motivate an operational team with an operational excellence mindset to perform every day better. You are a hands-on leader with a strong operational mindset, capable of driving team performance while maintaining close involvement in service delivery. You can handle organizational change well with regards to professionalizing global ways of working and behavioral aspects of services.
Skills & Competencies
You have a Bachelor's or Master's level of performance, or equivalent experience.
Experience in working in an international environment and proven experience of operating within a Service Delivery Model.
Relevant experience in HR Operations or HR Service Desk environment.
Strong people leadership and coaching capabilities.
Experience working within a global or matrix organization is preferred.
Solid understanding of HR processes and employee lifecycle.
Customer-focused with a strong service mindset.
Analytical with the ability to translate data into actionable improvements.
Strong stakeholder management and communication skills.
Ability to balance strategic priorities with operational execution.
Continuous improvement mindset.
Systems & Tools
Experience with HR systems (e.g., Workday, SAP SuccessFactors or equivalent).
Experience with case management tools.
Proficient in Microsoft Office (Excel, PowerPoint, Teams).
Success Measures
Achievement of service levels and KPIs
Service quality and accuracy
Employee and stakeholder satisfaction
Implementation of process improvements
Team engagement and development
Related keywords
HR Service DeskGlobal HR Shared ServicesHire-to-RetireSLAKPICase Management ToolsWorkdaySAP SuccessFactorsMatrix OrganizationOperational ExcellenceContinuous ImprovementEmployee LifecycleStakeholder ManagementHR OperationsService Delivery ModelKnowledge Base
Vanderlande is the long-term partner of choice for the world’s leading airports and distribution operators – delivering automation solutions, operational software, and lifecycle services that drive performance, reliability, and sustainable growth.
Vanderlande empowers the world’s most demanding airports and distribution operations to move faster, smarter, and more sustainably. As a trusted long-term partner, Vanderlande designs, delivers, and manages end-to-end logistics automation — combining best-in-class mechanical systems with cyber-secure operational software and data-driven services that keep mission-critical infrastructure performing at its peak.
Serving the world’s top 50 airports and the largest parcel and e-commerce distribution networks globally, including partnerships with industry leaders such as UPS, DHL, FedEx, and GeoPost.Vanderlande brings unmatched operational intimacy to every engagement. Customers choose Vanderlande not only for the longevity and reliability of its solutions, but for its proven commitment to project delivery: when challenges arise, Vanderlande leans in.
Founded in 1949 and part of Toyota Industries Corporation, Vanderlande combines seven decades of engineering excellence with a forward-looking approach to digital innovation and sustainability — continually reducing the energy footprint of its systems and making responsible choices across its global supply chain. With nearly 10,000 employees and revenues approaching €3 billion, Vanderlande operates across Europe, the Middle East, North America, and Asia-Pacific, delivering solutions that move people, goods, and possibilities forward.
Offices: Vanderlandelaan 2, Veghel, Noord Brabant 5466 RB, NL · Pune Saswad Road, Haveli, Maharashtra 412308, IN · Geisweider Straße 110, Siegen, Noordrijn-Westfalen 57078, DE · Krefelder Straße 699, Mönchengladbach, Noordrijn-Westfalen, DE · Carrer de la Rasa, 24, Santpedor, Catalonia 08251, ES
project managementsolution providerown product developmentsoftware developmentBaggage handling systemsparcellogistic process automationLogistics & supply chainand data solutionsWarehouse Automation
Vanderlande is the long-term partner of choice for the world’s leading airports and distribution operators – delivering automation solutions, operational software, and lifecycle services that drive performance, reliability, and sustainable growth.
Vanderlande empowers the world’s most demanding airports and distribution operations to move faster, smarter, and more sustainably. As a trusted long-term partner, Vanderlande designs, delivers, and manages end-to-end logistics automation — combining best-in-class mechanical systems with cyber-secure operational software and data-driven services that keep mission-critical infrastructure performing at its peak.
Serving the world’s top 50 airports and the largest parcel and e-commerce distribution networks globally, including partnerships with industry leaders such as UPS, DHL, FedEx, and GeoPost.Vanderlande brings unmatched operational intimacy to every engagement. Customers choose Vanderlande not only for the longevity and reliability of its solutions, but for its proven commitment to project delivery: when challenges arise, Vanderlande leans in.
Founded in 1949 and part of Toyota Industries Corporation, Vanderlande combines seven decades of engineering excellence with a forward-looking approach to digital innovation and sustainability — continually reducing the energy footprint of its systems and making responsible choices across its global supply chain. With nearly 10,000 employees and revenues approaching €3 billion, Vanderlande operates across Europe, the Middle East, North America, and Asia-Pacific, delivering solutions that move people, goods, and possibilities forward.
Offices: Vanderlandelaan 2, Veghel, Noord Brabant 5466 RB, NL · Pune Saswad Road, Haveli, Maharashtra 412308, IN · Geisweider Straße 110, Siegen, Noordrijn-Westfalen 57078, DE · Krefelder Straße 699, Mönchengladbach, Noordrijn-Westfalen, DE · Carrer de la Rasa, 24, Santpedor, Catalonia 08251, ES
project managementsolution providerown product developmentsoftware developmentBaggage handling systemsparcellogistic process automationLogistics & supply chainand data solutionsWarehouse Automation