People Service Delivery (PSD) Operations Program Manager

Our client is looking for a People Service Delivery (PSD) Operations Program Manager to join their team in Dublin for 11 months, Hybrid (3 days onsite)

Summary:

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