Senior Employee Service Manager
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.
- 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
- 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)
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.
