Senior Manager, HR Shared Services

Senior Manager, HR Shared Services

ICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

We are currently seeking a Senior Manager, HR Shared Services to join our diverse and dynamic team. As the Senior Manager in this role at ICON, you will oversee the HR shared services function, ensuring efficient delivery of HR services across the organization. Your leadership will be vital in optimizing processes, enhancing service quality, and driving employee satisfaction.

What You Will Be Doing:

• Deliver Comprehensive HR Services – Ensure the full range of HRSS offerings are provided to ICON internal customers, supporting organizational strategy and maintaining service excellence.
• Lead and Develop HRSS Team – Manage, attract, develop, and retain high-performing HRSS professionals across North America and LATAM, fostering engagement and proactively addressing performance issues.
• Optimize Benefits Administration – Oversee design, compliance, execution, and optimization of US and Canadian benefits programs, including healthcare, 401(k), and retirement plans.
• Vendor Management – Lead effective management of global and regional vendors, driving continuous improvement through Service Level Agreements (SLAs) and mitigation of compliance issues.
• Drive Process Improvement – Identify and execute initiatives focused on streamlining HRSS processes, leveraging technology (e.g., Workday enhancements) and global partnerships to deliver efficiencies and value.
• Ensure Regulatory Compliance – Oversee compliance with federal, state, and local regulations, ensuring timely filings, audits, and adherence to evolving employment laws.
• Shape Health & Wellness Initiatives – Design and implement health and wellness programs such as biometric screenings and fitness initiatives, integrating data and employee feedback for continuous refinement.
• Partner with HR Stakeholders – Collaborate with the HR Senior Leadership Team, Country HR Managers, and Centres of Excellence on people policies, organizational initiatives, and global improvement projects.
• Manage Escalations and Service Delivery – Serve as an escalation point for service level shortfalls, designing and implementing action plans to resolve issues while maintaining a culture of customer-focused delivery.
• Governance and Quality Assurance – Oversee HRSS Standard Operating Procedures (SOPs), work instructions, and quick reference guides; coordinate audits and ensure outcomes are tracked and implemented.

Your Profile:

• Proven HRSS Leadership – Significant experience leading large, multi-disciplinary HR teams in a complex, matrixed environment with a track record of attracting, developing, and retaining talent.
• 6 + years of experience along with a BS in Human Resources or equivalent
• Expertise in Benefits Administration – Deep knowledge of US and Canadian benefits, compliance, and retirement plans, with hands-on experience administering programs and managing vendor relationships.
• Change Management Acumen – Demonstrated ability to drive organizational transformation, especially in vendor transitions and process optimization, utilizing data and industry best practices.
• Strategic Mindset – Experience in developing and implementing regional HRSS strategies aligned with business objectives, contributing to overall organizational success.
• Stakeholder Engagement – Highly effective communication and relationship-building skills, adept at influencing HR leadership and collaborating across teams and geographic regions.
• Process Improvement Focus – Strong familiarity with technology-driven solutions (particularly Workday), and a continuous improvement approach to service delivery.
• Compliance Orientation – In-depth understanding of employment regulations in the US and Canada, with the ability to implement updates and ensure ongoing compliance.
• Service Excellence – Commitment to ICON's values centered around People, Clients, and Performance, consistently delivering high-quality HR service against agreed measures.
• Analytical and Governance Skills – Ability to design and assess HRSS workflows, maximize operational efficiencies, and oversee audit and quality control processes.
• Adaptability and Urgency – Capacity to lead through high-impact periods, fill critical roles quickly, and respond effectively to evolving business needs and challenges.

What ICON can offer you:

Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family's needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family's well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others.

At ICON, inclusion & belonging are fundamental to our culture and values. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request.

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles.