• 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.

• Conduct end-to-end recruitment and selection processes • Design selection processes based on competencies and cultural fit • Develop and implement evaluation scorecards • Manage talent pools and attraction strategies • Support leaders in hiring decisions • Help strengthen organizational culture • Refine and monitor onboarding processes • Plan and deliver technical and behavioral training • Support engagement initiatives and organizational climate efforts • Conduct climate surveys and follow up on action plans • Refine and oversee performance review cycles • Support Individual Development Plans (IDPs) • Monitor and support structured feedback (1:1 and 360°) • Support leadership development programs • Track performance trends and people-related KPIs • Refine career paths and development tracks • Contribute to meritocracy programs and internal promotion processes • Support succession planning and talent retention initiatives • Assist in building internal communication channels and workflows • Ensure alignment between leadership and teams • Facilitate clear and structured organizational communication • Support people-management meetings and rituals • Monitor HR metrics such as turnover, time-to-hire, engagement/climate, and adherence to IDPs • Prepare management reports to support decision-making • Identify opportunities for improvement based on data • Support organization of contracts and data for service providers • Ensure compliance with internal policies and applicable legislation • Support practices aligned with LGPD and data confidentiality • Drive continuous improvement of HR processes • Use management tools (e.g., ClickUp, Trello, Sólides, ATS, etc.) • Identify bottlenecks and propose solutions • Stay up to date with HR trends and best practices • Serve as a point of support for leaders in people management • Advise on leadership and management best practices • Support conflict resolution and team development • Contribute to strategic people-related decisions

• Manage and support the full employee lifecycle for a specific region, including onboarding, role and salary changes, time off, leaves, terminations, and related documentation, while maintaining accurate electronic records. • Collaborate with stakeholders such as Finance, Legal, and Internal Audit to ensure compliance and proper lifecycle management. • Coordinate employee programs, including training, recognition, DEI, volunteering, and wellness initiatives. • Assist employees with policy questions and general inquiries. • Conduct audits to maintain data integrity and confidentiality, and create/update documentation for people processes and workflows. • Proactively recommend and implement process improvements to support organizational growth. • Provide general administrative support and contribute to special People projects as needed.

Serverfarm is a leading developer and operator of data centers with over 750+ locations and key customer relationships in 45 countries. We're revolutionizing how data centers operate across North America, Western Europe, and Israel, serving the world's leading technology and hyperscale companies. With Manulife Investment Management's acquisition in 2023 and our award-winning InCommand platform we're positioned for explosive growth as AI adoption and cloud migration drive unprecedented demand for data center capacity. A career at Serverfarm means being at the forefront of digital infrastructure innovation, where your work directly impacts how the world's data is managed and secured. As we target 4x growth over the next four years, you'll have unprecedented opportunities to take on new challenges, develop cutting-edge skills, and grow your career across our expanding global operations. Join our team of innovators and help shape the future of sustainable data centers while building a career without boundaries. $68,000 - $95,000 a year Serverfarm is committed to providing an equal opportunity workplace and offers paid time off, paid holidays, 401k and FULL coverage medical, dental and vision. Our compensation philosophy rewards employees for achieving the values and objectives aligned with the company’s goals and strategic initiatives. The listed salary range for this position is an estimate based on the competitive job market. Final compensation will be based on your own individual skills, experience, and location. The above statements are intended to describe the general nature and level of work being performed in this role. They are not intended to serve as an exhaustive list of all possible responsibilities and duties. We encourage you to apply even if your experience isn't an exact match to the job description.