Job Description: Program Manager, People Services
Reports to: Sr. Director, People Services
Function: People Services / HR Shared Services
Position type: Full-time (as applicable)
Location: (Remote)
Position Summary
The Program Manager, People Services is responsible for translating People Services strategy into well defined, deliverable programs that drive operational improvement. This role plans and delivers complex, cross-functional initiatives spanning regions, systems, policies, and teams, enabling consistent, scalable service delivery and an improved employee experience.
Key Responsibilities
Responsibilities include, but are not limited to:
Strategy-to-Execution Program Management
• Translate People Services priorities into clear programs, workstreams, milestones, owners, dependencies, and success metrics.
• Define scope, sequencing and dependencies to support on-time delivery.
• Maintain a consolidated People Services program roadmapand surface tradeoffs to support prioritization and decision-making.
End-to-End Program Delivery (Cross-Functional)
Lead and deliver complex, multi-workstream programs that improve People Services delivery and operational outcomes.
Example program areas
• ServiceNow Enterprise onboarding and offboarding
• Global process harmonization
• Compliance & policy acknowledgment campaigns
• ServiceNow HRSD feature implementations
• Intake, prioritization and onboarding of new support services work into shared services
Operational Excellence & Process Improvement
Act as a process improvement lead for People Services operations, working closely with Regional Managers to bring improvements to life with a focus on scalability, consistency, risk mitigation and employee experience.
• Surface cross-regional inefficiencies, risks, and gaps through program analysis
• Lead current-state / future-state process design
• Oversight of documented Knowledge Articles (KAs) / SOPs, workflows, and playbooks
• Drive automation, self-service, and reduction of manual work
• Ensure processes work globally with local compliance needs
HR Technology & Systems Partnership
Serve as the People Services business delivery lead for People Services systems, focusing on adoption, readiness, and value realization.
• Partner with IT / GPT Technology teams on system strategy and roadmap
• Manage adoption planning, monitor post-launch effectiveness and recommend enhancements
Systems & Tools
• ServiceNow HRSD Enterprise
• ServiceNow knowledge management
• ServiceNow case reporting & analytics tools
• Workday
Metrics, Insights & Governance
Enable the Sr. Director to run People Services as a data-driven operation.
• Partner with Regional Managers to operationalize and track agreed KPIs (e.g., SLA attainment, cycle time, case volume, CSAT)
• Maintain dashboards and program health reporting
• Track benefits realization against original business cases
• Surface trends, risks, and systemic issues
• Prepare materials for operational reviews, QBRs, and leadership updates
Change Management & Enablement
Ensure changes stick-especially for frontline People Services teams.
• Build change and enablement plans for new processes or tools
• Coordinate communications, training, and knowledge updates
• Ensure readiness across regions and teams
• Collect feedback and drive continuous improvement post-launch
• Serve as escalation point during transitions
Stakeholder & Dependency Management
Act as the cross-functional connector.
• Coordinate across GPT COEs, PBPs, IT, Legal, and Finance
• Manage expectations, timelines, and interdependencies
• Prepare briefs, decision points, and executive-ready summaries
• Escalate risks with clear options and recommendations
• Represent People Services in cross-enterprise forums as needed
Knowledge Managemen
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