We are looking for an experienced People Service Delivery (PSD) Operations Program Manager to join an international People Service Delivery team.
This is a senior individual contributor role focused on operational excellence, service delivery and program management across International. You will be responsible for improving employee service experiences, managing complex service issues and escalations, and driving operational improvements across People Service Delivery programs.
The ideal candidate will have a strong background in HR operations, service management or People Service Delivery, ideally within a multinational environment, along with strong experience working across functions and using data and reporting to drive decisions.
Key Responsibilities
Service Delivery & Operations
- Lead and optimize end-to-end People Service Delivery processes to ensure a seamless employee experience.
- Develop and continuously improve operational workflows, policies and procedures.
- Identify opportunities to improve service quality, efficiency and compliance.
- Monitor service metrics, identify trends and provide performance insights to senior leadership.
- Manage complex employee escalations and ensure timely resolution of People Service Delivery queries.
- Drive a culture of customer focus, operational rigor and continuous improvement.
People Service Delivery Programs
- Act as a subject matter expert across People Service Delivery programs, including health, retirement, wellness, family and other employee offerings.
- Support the design, rollout and communication of new and existing People Service Delivery programs.
- Partner with global and regional cross-functional teams to deliver programs effectively.
- Ensure activities comply with local regulations and company policies.
- Provide clear guidance to employees and managers on program options, eligibility and processes.
- Monitor market and regulatory developments and provide recommendations based on emerging trends.
Cross-Functional Collaboration
You will work closely with teams including:
- HR / People teams
- Payroll
- Legal
- Technology / IT
- Global and regional stakeholders
You will be expected to influence and collaborate across teams, resolve complex operational issues and drive improvements without relying on direct authority.
Key Skills & Experience
Essential:
- 8+ years' experience in HR operations, service delivery or a related field.
- Strong experience designing, managing or improving end-to-end service delivery processes.
- Strong understanding of People Service Delivery / HR programs.
- Excellent stakeholder management and communication skills.
- Strong analytical and problem-solving abilities, including using data and reporting to identify issues and opportunities.
- Proven project and program management experience.
- Experience managing change, process improvements or new program rollouts.
- Ability to manage multiple priorities in a fast-paced and sometimes ambiguous environment.
- Strong experience working cross-functionally with teams such as HR, Payroll, Legal and IT.
Desirable:
- Experience working within a multinational organization.
- Experience with People Service Delivery administration across EMEA.
- Knowledge of areas such as offboarding and HR transformation.
- Experience managing employee service programs across multiple countries or regions.
What We're Looking For
The successful candidate will be someone who can operate at both a strategic and operational level - someone who can look at the bigger picture while also getting into the detail of service delivery issues.
You should be comfortable analysing data, identifying root causes, managing escalations, influencing senior stakeholders and turning operational challenges into practical improvements.
A strong employee/customer-centric mindset is essential, alongside the ability to work independently and deliver results in a complex international environment.
