Service Delivery Manager(GHR) - Skills and Job Architecture

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for driving the delivery and execution of Global Human Resources (GHR) products and programs, including Payroll, Benefits, Compensation, Learning and Development, Retirement, Shared Services or Talent Acquisition. Key responsibilities include engaging, managing and collaborating with external vendors, and evaluating product or program usage and effectiveness. Job expectations include providing guidance on programs and products, operational requirements, end-to-end processes, to deliver GHR programs.

This role is a key member of the Skills and Job Architecture Team and will play a pivotal role in advancing the firm's skills-based transformation, helping to build the capabilities, operating model, and technology ecosystem that support the future of work at Bank of America. Serving as a Skills Integration Lead, this role will partner closely with key stakeholder groups, including Academy, Workforce Strategy, HR Technology, and Talent Centers of Excellence, to align skills initiatives with enterprise priorities, identify interdependencies and risks, and drive coordinated execution of the enterprise skills roadmap.

This role will play a central part in the implementation and adoption of TechWolf and related skills technologies by leading third-party onboarding, organizational readiness, communications, training, and change management efforts. The successful candidate will help ensure sustainable adoption of skills capabilities and enable the realization of long-term business value from the firm's skills investments.

In addition, this role will lead organizational readiness and change management activities across key skills initiatives, leveraging knowledge of enterprise HCM and AI capabilities, the evolving skills ecosystem, governance processes, and stakeholder landscapes to support the successful delivery of future-state skills solutions. The role will also contribute to cross-functional efforts to enhance processes, drive efficiencies, and promote consistency across programs. Success will require strong collaboration and influence across teams, functions, and organizational levels.

The ideal candidate will be an influential, results-oriented professional with a proven ability to build trusted relationships and effectively partner with stakeholders across the organization. They will bring structure, discipline, and operational rigor to a dynamic environment, balancing strategic thinking with strong execution. The candidate must be comfortable navigating ambiguity, managing competing priorities, and driving progress amid evolving business needs and enterprise transformation efforts. Given the scale and importance of the firm's skills strategy, the ability to thrive in a fast-paced environment and lead through change will be essential.

Responsibilities:

Oversees the evaluation of existing processes, technologies, and routines to drive process improvements

Drives the implementation of controls to mitigate and manage compliance and operational risk

Maintains a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively

Partners with Global Human Resources program functions to ensure processes meet design requirements

Evaluates routines and initiatives to identify solutions that meet business needs and priorities

Coaches and mentors teammates to enhance team performance

Drive execution of the enterprise skills and job architecture strategy to advance workforce transformation and business priorities.

Partner with senior leaders across HR, Talent, Workforce Strategy, Academy, and Technology to align and integrate enterprise skills initiatives.

Support the adoption and scaling of TechWolf and related skills technologies, accelerating enterprise-wide skills intelligence capabilities.

Shape and execute change, communications, and stakeholder engagement strategies that drive sustainable adoption of skills solutions.

Influence enterprise decisions by identifying risks, dependencies, and opportunities that impact successful delivery of the skills roadmap.

Serve as a trusted advisor to business and HR leaders, representing stakeholder perspectives and helping shape the enterprise skills narrative.

Strengthen the firm's skills ecosystem by identifying opportunities to improve processes, governance, and operating effectiveness.

Translate emerging trends in skills intelligence, AI, workforce transformation, and talent technology into actionable business strategies.

Develop executive-ready communications and insights that build understanding, alignment, and sponsorship across senior stakeholders.

Provide leadership, coaching, and direction to team members, fostering a culture of excellence, accountability, and continuous improvement.

Required Qualifications:

7+ years’ experience in any of the following: Talent management, Organization Development, Change Management, Workforce Transformation, HR Generalist OR Relevant experience leading complex technology transformation or related disciplines.

Demonstrated experience leading large-scale initiatives and translating strategy into measurable business outcomes.

Strong change leadership and organizational readiness expertise, including communications, stakeholder engagement, and adoption strategies.

Proven ability to influence and align senior leaders and diverse stakeholder groups in a complex, matrixed environment.

Experience implementing and driving adoption of HR, workforce, talent, or skills practices and/or technologies.

Strategic understanding of the future of work, including skills-based talent strategies, workforce transformation, AI-enabled ways of working, and their implications for people, processes, and organizational effectiveness.

Exceptional relationship management, communication, and executive presentation skills, with the ability to simplify complex concepts and build consensus.

Ability to thrive in a fast-paced, evolving environment, balancing strategic thinking with disciplined execution and sound judgment.

Minimum Education Requirement:

BS/BA, preferably in relevant areas or equivalent work experience in lieu of degree.

Skills:

Business Operations Management

Decision Making

External Resource Management

Payroll Management

Process Management

Crisis Management

Critical Thinking

Influence

Problem Solving