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Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are the world's largest global law firm, with 12,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.
The Global Talent Applications Support Manager is responsible for managing a global support team delivering system stability, high-quality service, and responsive issue resolution across the Talent systems portfolio. The role requires an experienced leader who can drive operational excellence, improve service delivery, ensure system adoption, and enhance the value derived from Talent technologies.
This role contributes to the strategic roadmap for Talent systems, working in close partnership with HR, IT, Compliance, Data Privacy, Risk, and external vendors to ensure alignment, data quality, and regulatory compliance.
ResponsibilitiesOperational Management
- Oversee the day-to-day delivery of Talent application support services, ensuring timely and accurate issue resolution for SuccessFactors and associated Talent systems.
- Act as escalation point for complex system issues and ensure appropriate follow-up, root cause analysis, and long-term resolution.
- Maintain high standards of system reliability and data integrity in the live production environment.
- Define and monitor service level objectives (SLOs), KPIs, and reporting for Talent application support services.
Team Leadership
- Lead and manage a global team of a Team Lead, Data, Integration and Systems Analysts.
- Define clear objectives, monitor performance, and provide regular coaching and professional development.
- Foster a culture of collaboration, ownership, and continuous improvement within the team.
Stakeholder and Service Management
- Serve as a key point of contact for HR, IT, and Compliance stakeholders in relation to Talent system support and operational improvements.
- Build strong working relationships with regional Talent leads and ensure consistent service delivery across jurisdictions.
- Collaborate with Global and region-based teams to resolve region-specific challenges while maintaining global alignment.
Vendor and Partner Management
- Manage relationships with third-party vendors and service providers delivering Talent systems support, ensuring SLAs are met.
- Coordinate with SAP, managed service providers, and implementation partners on enhancements, upgrades, and support escalations.
System Governance
- Own the change management process for Talent applications, including risk assessment, testing coordination, and communication.
- Ensure compliance with GBT standards, including adherence to governance and change control policies.
- Act as gatekeeper for the production SAP SuccessFactors environment, ensuring quality assurance and regression testing before changes go live.
Strategic Planning and Roadmap Execution
- Contribute to the definition and delivery of the Talent technology roadmap in partnership with the Global Senior Manager, Talent Systems.
- Support analysis and prioritization of system enhancements, configuration changes, and new module adoption.
- Stay current with SAP SuccessFactors roadmap updates and industry trends.
Data Quality and Reporting
- Support data governance initiatives and ensure master data quality across Talent systems.
- Work closely with the Global People Reporting and Analytics team to deliver dashboards, reports, and insights that inform Talent strategy and operations.
- Promote data-driven decision-making by enabling self-service reporting capabilities where appropriate.
Process Improvement and Enablement
- Identify opportunities for automation and efficiency within Talent system support and operations.
- Maintain documentation, FAQs, and end-user training materials to support system adoption.
- Lead or contribute to the delivery of training and enablement programs for system users.
The Global Talent Applications Support Manager must demonstrate a diverse set of skills and competencies to effectively oversee, contribute to organizational growth, and ensure the optimal performance of Global Talent systems.
Technical Skills
- Deep functional knowledge of SAP SuccessFactors and related Talent systems.
- Experience with system configuration, change control, and support in a complex, multi-region environment.
- Familiarity with application management practices, ITSM frameworks, and Talent data structures.
- Experience with reporting tools and dashboard platforms (e.g., People Analytics, Power BI).
Personal Skills
- Strong leadership and team management abilities.
- Proven experience managing global teams across multiple time zones and cultures.
- Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
- Strong facilitation, negotiation, and problem-solving skills.
- Ability to build and maintain relationships with stakeholders across global regions.
- Strong problem-solving and analytical skills, with attention to detail.
Service Management
- Experience managing third-party vendors and holding them accountable for delivery.
- Familiarity with ITIL service delivery practices and tools such as FreshService, ServiceNow, or JIRA.
- Ability to balance business priorities with operational stability.
Education, Experience and Certifications
- Post-secondary degree or equivalent in Information Technology, Business, Human Resources, or a related discipline.
- Minimum 5 years’ experience in HR systems management, including SAP SuccessFactors or similar platforms.
- Experience managing HRIS or application support teams in a global environment.
- Certification in SuccessFactors or relevant HR technology preferred.
- Project management or ITIL certification advantageous.
- Experience in legal, professional services, or similarly complex organizational structures desirable.
- Fluency in English required; additional language skills are a plus.
We are a truly global law firm and as such, always welcome individuals with foreign language capabilities. Additionally, we welcome individuals with a global background including professional experience gained across different geographies.
Remuneration and benefits package will reflect the successful candidates experience and country where hired.
