Director, People Operations, Shared Services Delivery

The Director, People Operations Performance, Data and Continuous Improvement exists to enable effective, scalable People Operations delivery by strengthening the foundations on which delivery teams operate. This role is critical in a complex system and knowledge landscape, establishing a single source of truth and ensuring operational readiness, clarity, and scale from day one. The role leads service delivery at scale through strong service management, performance discipline, and adherence to the global People Operations operating model. The Director owns how the People Operations services perform, not the execution of individual cases. Delivery is service led, tiered, and standards based, with a strong focus on robust Tier 0 and Tier 1 services, effective handoffs to Tier 2 and Centres of Expertise, and a consistently positive colleague experience. The role works in close partnership with the Director, People Operations Performance and Improvement, using shared data, insight, and continuous improvement capability to systematically enhance service quality, efficiency, and maturity.

This role does not deliver services. It ensures that People Operations services can be delivered well, consistently, and at scale.

Director Accountability Statement: This role is accountable for how well People Operations services are enabled, not for delivering People Operations services directly.

• Performance transparency and insight for People Operations 
• The continuous improvement and solutioning pipeline 
• Knowledge, standard solutions and system enablement for Tier 0 and Tier 1 
• Translation of delivery feedback into structural improvements 
• Assurance that the People Operations operating model is practical and effective, and scalable

In the absence of a People Ops Tier 2 layer, this role has decisive authority to prioritise and sponsor improvements that remove demand, prevent escalation, and create capacity in Tier 0 and Tier 1.

The Director:
• Owns service performance, capability, and efficiency
• Leads delivery through service leadership layers
• Embeds and enforces the People Operations operating model
• Uses data and continuous improvement to strengthen delivery over time

Scope and Positioning

Leadership Scope
• Leads multiple Senior Service Managers accountable for regions or service domains
• Indirect accountability for globally distributed shared service teams
• Operates through clear accountability and governance, not personal intervention

Service and Geographic Scope
• Accountable for delivery across multiple regions or a defined enterprise People Operations service area
• Delivery scope spans Tier 0, Tier 1, and Tier 2 services, with clear interfaces to Centers of Expertise

Core Accountabilities
1. Ownership of People Operations Service Delivery
Owns the end to end delivery of People Operations services across their scope, ensuring services are stable, predictable, and efficient.
Ensures delivery is:
• Service led, not case led
• Standardised by default, with governed local variation only where required
• Executed consistently across regions

2. Tiered Service Model Effectiveness
Accountable for the effectiveness and robustness of the Tier 0 and Tier 1 service model, including:
• High self service adoption
• Effective case deflection and first time resolution
• Clear escalation paths to Tier 2 and CoEs
Ensures Tier 1 services are sufficiently capable, stable, and empowered to avoid unnecessary escalation and rework.

3. Service Performance and Outcomes
Accountable for service performance across People Operations, including:
• Service levels and experience outcomes
• Demand stability and capacity utilisation
• Productivity and efficiency across tiers
• Reduction of operational noise and repeat contacts
Uses performance data and insight provided through the Performance and Improvement function to set direction, hold leaders accountable, and drive sustained improvement.

4. Continuous Improvement and Service Maturity
Works closely with the Director, People Operations Performance and Improvement to translate data, insight, and improvement initiatives into tangible service delivery enhancements.
Accountable for ensuring that improvements are:
• Prioritised against delivery outcomes
• Embedded into day to day service operations
• Sustained, not one off initiatives
Drives progressive maturity of the People Operations service delivery model over time.

5. Operating Model Adherence
Acts as a senior custodian of the People Operations operating model in execution.
Ensures:
• Clear alignment between service design and service delivery
• Disciplined adherence to global standards and tiering
• Local variation is intentional, documented, and governed
Challenges behaviours, structures, or decisions that erode the agreed delivery model.

6. CoE and Shared Service Handoffs
Accountable for the quality and effectiveness of handoffs between Shared Services and Centres of Expertise.
Ensures that:
• Ownership boundaries are clear and respected
• Escalations are structured and predictable
• CoE involvement is focused on expertise, not volume
Works with CoEs to simplify demand into Shared Services where possible.

Measures of Success
Success is demonstrated through:
• Reliable, predictable People Operations service delivery
• Strong Tier 0 and Tier 1 performance with reduced escalation
• Clear, efficient CoE handoffs
• Improved colleague experience outcomes
• High adherence to the People Operations operating model
• Delivery leaders who operate confidently at enterprise scale

Director Profile
• Senior leadership experience in global shared services or enterprise operations
• Proven accountability for service delivery outcomes across regions or complex scopes
• Experience leading leaders and service portfolios at scale

Leadership Style
• Outcome driven, disciplined, and data led
• Enterprise first mindset
• Comfortable holding the line on standards
• Focused on sustainability, not heroics

Our commitment to a fair hiring.

 At Vestas, we evaluate all candidates solely based on their professional experience, education, and relevant skills. To support a fair recruitment process, we kindly ask that you remove any photos, dates of birth or graduation, gender pronouns, marital status, or other personal information not relevant to the role before submitting your CV/resume. Your CV/resume should focus on your professional and educational background, along with the necessary contact details (email and phone number). We train our hiring teams in inclusive evaluation and regularly review process outcomes to ensure fairness.

DEIB Statement

 
At Vestas, we recognize the value of diversity, equity, and inclusion in driving innovation and success. We strongly encourage individuals from all backgrounds to apply, particularly those who may hesitate due to their identity or feel they do not meet every criterion. As our CEO states, "Expertise and talent come in many forms, and a diverse workforce enhances our ability to think differently and solve the complex challenges of our industry". Your unique perspective is what will help us powering the solution for a sustainable, green energy future.

BEWARE – RECRUITMENT FRAUD

 
It has come to our attention that there are a number of fraudulent emails from people pretending to work for Vestas. Read more via this link, https://www.vestas.com/en/careers/our-recruitment-process

About Vestas

 
Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore. 
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 200 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field. 
With 39,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future. 
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity. 
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.