People Service Delivery (PSD) Operations Program Manager

We are seeking an experienced PSD Operations Program Manager to join our People Service Delivery team. This individual contributor role is critical in driving operational excellence and delivering world-class employee services across International, with a primary focus on service delivery and a strong foundation in People Service Delivery program management - having experience in People Mgmt, Service Mgmt, Focus on Big Picture as well as decision making using Data Insights and Reporting.

While the team operates within a PSD Operations context, there is a strong emphasis on operations and service delivery and the successful candidate will have a strong understanding of operations, service management and service delivery models. Functional knowledge of International People Service Delivery management and administration is also highly advantageous.

Key Responsibilities

• Service Delivery
  
• Lead and optimize end-to-end service delivery processes for employee PSD, ensuring a seamless experience for employees.
  
• Develop, implement, and continuously improve operational workflows, policies, and procedures to enhance service quality, efficiency, and compliance.
  
• Collaborate with cross-functional teams across PSD, Payroll, Legal, Tech to resolve complex service issues and drive process improvements.
  
• Monitor service metrics, analyze trends, and report on performance to senior leadership, recommending actionable solutions.
  
• Manage escalations and ensure timely resolution of employee queries related to People Service Delivery
  
• Champion a culture of customer-centricity, operational rigor, and continuous improvement within the team.
  
• People Service Delivery Management
  
• Serve as a subject matter expert on People Service Delivery programs, including health, retirement, wellness, family and other employee offerings.
  
• Enable and drive the design, rollout, and communication of new and existing People Service Delivery programs in partnership with global and regional XFNs.
  
• Ensure compliance with local regulations and client policies in all PSD-related activities.
  
• Advise employees and managers on People Service Delivery options, eligibility, and processes, providing clear and accurate guidance.
  
• Stay abreast of market trends and regulatory changes in the People Service Delivery landscape, sharing insights and recommendations.
  

Required Competencies & Capabilities

• Service Delivery Excellence: Proven ability to design, optimize, and manage end-to-end service delivery processes, ensuring high-quality, efficient, and compliant operations for employee People Service Delivery programs.
  
• People Service Delivery Program Expertise: Deep understanding of International People Service Delivery programs (Offboarding, HR Transformation, etc.), including regulatory requirements, market trends, and best practices.
  
• Cross-Functional (XFN) Collaboration & Relationship Building: Skilled at partnering with HR, Payroll, Legal, IT, and other teams to resolve complex issues, drive process improvements, and deliver seamless employee experiences.
  
• Strategic Problem Solving: Strong analytical and problem-solving skills, able to identify root causes, analyze data, and implement effective solutions to operational and PSD-related challenges.
  
• Stakeholder Management & Communication: Excellent verbal and written communication skills, with the ability to convey complex concepts to diverse audiences, influence without authority, and build consensus across teams.
  
• Change Management: Experience leading change initiatives, including process improvements, program rollouts, and adoption of new tools or policies, while managing stakeholder expectations and minimizing disruption.
  
• Customer-Centric Mindset: Demonstrates a relentless focus on employee experience, proactively anticipating needs, resolving escalations, and continuously seeking ways to add value for client employees.
  
• Project & Program Management: Advanced project/program management skills, including planning, prioritization, execution, and risk management, with a track record of delivering results in a fast-paced, ambiguous environment.
  

Requirements

• 10+ years of operational experience in HR, service delivery, or related fields, ideally within a multinational environment.
  
• Demonstrated success in leading service delivery programs or initiatives as an individual contributor, with a track record of driving operational improvements.
  
• Experience with People Service Delivery administration in EMEA is highly advantageous.
  
• Strong analytical, problem-solving, and project management skills.
  
• Excellent communication and stakeholder management abilities.
  
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
  

Benefits

• Competitive salary
  
• Healthcare contribution and inclusion in company pension scheme
  
• Work laptop and phone
  
• 25 days annual leave (pro-rata) plus paid bank holidays
  
• Expanding workforce with potential for career progression for top performers