Program Manager, People Services

Description and Requirements

Job Description

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 cros

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