Director, People Operations – Service Delivery

Role Overview

• Lead the global People Operations Service Delivery function across Tier 1, Tier 2, and Tier 3 support, ensuring consistent, high-quality employee experiences
• Own and evolve the end-to-end service delivery model, including intake channels, case management, escalation paths, and resolution frameworks
• Enhance inbound support models and self-service experiences to create intuitive, scalable employee interactions
• Define and drive performance against SLAs, CSAT, and operational KPIs, using data to continuously improve service quality and efficiency
• Lead complex, cross-functional initiatives such as service migrations, operating model changes, and platform or process enhancements
• Drive operational excellence through service migration planning, SLA management, quality controls, compliance readiness, and end-to-end process optimization
• Establish clear governance and escalation frameworks to resolve complex or high-risk employee issues effectively
• Drive continuous process optimization across People Operations services, reducing friction, improving speed, and increasing scalability
• Partner with HRIS, IT, Engineering, and external vendors to improve systems, automate workflows, and enhance case management and reporting capabilities
• Optimize service delivery platforms (e.g., ServiceNow) for HR use cases, including case management, knowledge integration, SLA tracking, and automation
• Design and maintain scalable resources such as SOPs, documentation, and internal knowledge bases
• Build, lead, and coach a high-performing, globally distributed team focused on empathetic, efficient, and outcome-driven support
• Partner with Enablement to ensure teams have the knowledge, tools, and workflows needed to succeed
• Foster a culture of accountability, continuous improvement, and customer-centric service delivery
• Identify recurring issues and translate them into scalable solutions through process, tooling, or experience design improvements
• Leverage data and analytics to identify trends and inform decisions related to service performance, workforce planning, and employee experience
• Lead service quality programs, including audits, feedback loops, and compliance readiness, to ensure consistent and reliable delivery.

Requirements

• 10+ years of experience in People Operations, HR Shared Services, or Service Delivery roles, with 5+ years in leadership positions
• Proven experience leading global service delivery or shared services organizations across multiple tiers of support and Centers of Excellence (COEs)
• Strong expertise in service delivery operations, including SLAs, CSAT, case management, intake workflows, and escalation frameworks
• Demonstrated ability to drive operational excellence through KPIs, process optimization, and continuous improvement methodologies
• Experience optimizing HR service delivery platforms (e.g., ServiceNow), including automation, knowledge management, and reporting
• Strong analytical skills with experience using data to improve service performance and employee experience
• Experience partnering cross-functionally with HRIS, IT, Engineering, and Enablement teams to improve systems and workflows
• Demonstrated success leading large-scale service organizations in fast-paced, high-growth environments
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders.

Tech Stack

• ServiceNow

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements
• Professional development opportunities