Director Global HR Systems Support

Job opportunity

GEA is one of the largest suppliers for the food and beverage processing industry and a wide range of other process industries. Approximately 18,000 employees in more than 60 countries contribute significantly to GEA's success – come and join them We offer interesting and challenging tasks, a positive working environment in international teams and opportunities for personal development and growth in a global company.

Why join GEA

Job information

Reference Number

JR

Job function

IT

Position type

Full time

Site

N/A, 10997 Berlin

Join GEA and make a positive impact: From safe food and beverages to life-saving medicines, GEA makes it possible. We also help our customers reduce CO₂ emissions, protect water, and reduce and recycle waste. GEA Group Services GmbH in Düsseldorf takes over the corporate functions of GEA AG, including areas such as corporate finance, legal and IT, which provide central services for all company divisions. The location also houses the Digital HUB and the Center of Excellence (CoE). To further enhance HR support to our employees and managers, our HR Operations Team covers our organization worldwide in over 50 countries. From 3 hubs we are supporting our company in the areas of Talent Acquisition, Performance Services, Employee Data Services, Rewards Services, Learning Services, Employee & Manager Services and Payroll Services. In this role you will be part of the HR Technology & Infrastructure team which supports HR Operations with designing, implementing and maintaining enabling HR IT technologies that support efficient HR processes with a focus on increasing manager and employee self-service.

Your responsibilities and tasks:

• Provides operational leadership to the Global HR System Support Team (Tier 3), ensuring effective execution of transactional HR service based on inquiries.
• Responsible for third level support strategy design, resource planning, and performance management within the third level support organization (Tier 3), in line with the Vice President - HR Technology & Infrastructure, Global Lead First Level Support (Tier 1), and Head of Global HR Services Delivery (Tier 2).
• Drives continuous improvement for the Global HR System Support.
• Monitors delivery of Global HR System Support services in alignment with global HR strategy for HR Operations, global HR standards, and policies, based on KPIs.
• Ensures global processes are launched and tracked, participates in process design, and ensures technical team delivers support and maintenance of systems as needed.
• Supervises Global HR System Support team members; assigns and prioritizes staff tasks and projects; counsels, trains, and coaches on HR System Support topics; develops staff skills and conducts performance evaluations.
• Manages relationships with key stakeholders of the first and second level support organizations (Tier 1 & Tier 2) and other HR T&I Tier 3 teams.
• Acts as the point of contact for HR System Support escalations.
• Evaluates organizational needs and HR system trends, determines suitable improvements and fixes for Tier 3.
• Monitors, defines, signs off, and improves role-based permission concepts for HR Systems such as Workday and ServiceNow.
• Identifies service delivery issues and takes appropriate action, promotes performance improvement initiatives.
• Promotes efficient and effective team working within the third level support organization (Tier 3).
• Responsible for support concept in Tier 3 and makes own staffing decisions.

Your profile and qualifications:

• Bachelor's or Master's degree in Business Administration, Information Systems in Human Resources, or a related field.
• Several years of experience in HR and HR IT, ideally with functional and implementation expertise in HR Technology (preferably Workday and/or ServiceNow).
• Strong leadership skills and experience in leading teams.
• Proven experience in implementing, optimizing, and leading complex, cross-functional HR system/solution projects.
• Up-to-date knowledge of HR trends, tools, and techniques; enthusiasm for staying current with developments in HR Technology.
• Familiarity with agile project management and project management tools (e.g., JIRA, Confluence).
• Strong competencies in business analysis, planning, and solution orientation; skilled in prioritization.
• Capable of understanding business needs and translating them into actionable project requests.
• Excellent communication skills, able to simplify complex system structures for stakeholders.
• Demonstrates a sense of urgency, ownership, and independence to drive projects to completion.
• Fluency in English is mandatory; proficiency in German is advantageous.
• Strong change communication skills.