Service Excellence GPO

Location: Pune Ice Cream Office

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What truly sets us apart is how we work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

The role

The Magnum Ice Cream Company has recently completed the first phase of its HR transformation, in which we introduced new systems, processes and ways of working. HR services are delivered to our employees worldwide through HR hubs in Pune and Mexico.

Our focus will therefore now be on operational excellence: embedding these changes, improving the employee experience and measuring the performance of our services.

The HR Service Excellence Manager will lead service excellence for our HR hubs in Pune and Mexico, defining our service framework and designing the service experience across HR services.

The role will act as HR’s custodian of ServiceNow and MIA (HR digital bot) and will define how we can use AI to improve HR services, user experience and continuous improvement across our HR service delivery platforms.

It will be responsible for enhancing service performance, embedding customer-centric practices and leveraging data-driven insights from service data and reports.

It will also take initiatives that integrate process optimisation, SharePoint-based solutions and visual management to improve service delivery, transparency and the overall employee experience.

What you'll be responsible for

• Service Excellence and Employee Experience
• Lead service excellence for the HR hubs in Pune and Mexico, defining the HR service framework
• Design the employee experience framework for HR services and embed an AI-first mindset across the HR services environment
• Design and manage employee satisfaction surveys (CSAT/NPS) within ServiceNow, analysing feedback and service data to identify pain points and build actionable insights
• Drive initiatives that improve the end-user experience and service adoption
• HR Service Platform Ownership
• Act as HR’s custodian and functional lead for ServiceNow and MIA (HR digital bot) within HR Operations
• Drive continuous improvement of ticketing workflows, categorisation and resolution efficiency
• Monitor platform performance, identify gaps, and recommend enhancements and automation opportunities
• Gather and prioritise requirements from the hubs and global process owners, and work with the ServiceNow platform owner and system experts to ensure configuration and usage meet business needs
• Knowledge Management
• Own knowledge management for the HR digital bot, bringing global and country knowledge articles together into one accurate and consistent knowledge base
• Track article coverage and ratings, highlighting missing or poorly rated articles and ensuring they are addressed promptly
• Set standards for creating, reviewing and maintaining knowledge articles
• Build and lead a community of global and country knowledge owners, sharing regular updates on what is working well and where improvement is needed
• Service Performance and Governance
• Define and track service performance KPIs, including SLA adherence, ticket resolution time, user satisfaction scores, first-time resolution and self-service resolution rates
• Extract and analyse reports from ServiceNow and the HR digital bot, and build and maintain dashboards (ServiceNow and Excel) covering both hubs
• Support governance forums with insight-driven recommendations
• Workday Integration and Process Alignment
• Ensure ServiceNow workflows are aligned with Workday-driven HR processes, including joiners, movers and leavers (JML), payroll and employee queries
• Collaborate with HR, IT and system teams to ensure seamless integration, resolve issues promptly and support the adoption of digital HR services
• Stakeholder Engagement and Communication
• Partner with HR Operations, hub leads, global process owners, IT and business stakeholders
• Serve as the bridge between operations and technology teams
• Lead clear and timely communication of improvements, updates and service changes

We're looking for someone who

• 5–8 years of experience in HR Shared Services / Service Management / OPEX roles
• Has experience in HR shared services and service management, with hands-on ServiceNow expertise and ideally exposure to Workday, and can operate confidently in a global, multi-hub HR operations environment
• Brings strong skills in service and knowledge management, data analysis and reporting • Excellent communication and stakeholder management
• Proven ability to translate data into actionable improvements
• Thinks end-to-end and takes ownerships for results
• Uses AI and digital tools to improve services
• Is comfortable working in a fast-moving, evolving organisation
• Values collaboration, clarity and low-ego ways of working

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

Roles with real accountability and visible impact

Free to move fast, experiment and challenge how things are done

Continuous learning and development as the business grows

Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.