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 .OverviewIGT 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 integral processes and standards, while identifying opportunities to improve efficiency, scalability, and employee experience across the U.S. and Latin America.ResponsibilitiesLead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactionsManage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locationsOwn regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metricsExecute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S.



and Latin AmericaDrive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvementsEnsure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational disciplineDrive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standardsPartner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the regionCollaborate with Centers of Excellence (e.G., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirementsEnsure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as neededMaintain and continuously improve SOPs and knowledge base content related to service delivery processesAnalyze service trends and performance data to inform decision-making and recommend improvementsCollaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations modelQualifications8–10+ years of HR experience, including shared services or HR operations leadershipExperience managing teams across the U.S.



and/or Latin AmericaExperience leading service delivery in a high-volume, process-driven environmentHands‑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 practicesFamiliarity 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 CompetenciesOperational leadership and executionService delivery performance managementProcess improvement and standardizationData-driven decision‑makingTeam leadership and developmentStakeholder collaboration and influenceChange management and adoptionCustomer and employee experience focusIGT 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.#J-18808-Ljbffr

📌 Senior Employee Service Manager (Jalisco)
🏢 Igt
📍 Jalisco