Director Service Management

Summary

Accountable for the strategic direction, performance, and technical evolution of the People and Service Management Applications domain, including end-to-end ownership of core People, Workforce Management, ITSM and Employee Experience platforms, the associated operating model and investment outcomes. Directs a complex global function, including internal teams and external partners, to ensure platforms reliably support business operations, workforce productivity, service quality and regulatory compliance, while ensuring alignment with enterprise objectives over a 1–3‑year roadmap.

Acts as a key advisor between People (HR), I&O Service Functions stakeholders and Digital executive leadership on matters impacting operations, technology roadmaps, support models and digital investment, with decisions that impact cost efficiency, operational capability, employee experience, risk management and compliance.

This role can be based in the Americas or APAC.

• Leads a global organization (internal and partner resources), typically 30–50+ personnel across multiple locations and organizations.
• Owns a global People and Service Management applications portfolio supporting enterprise‑wide HR, workforce and ITSM.
• Accountable for significant budget (labor, licensing, vendors, and improvements).
• Operates across multiple regions with a mix of standardized and evolving platforms aligned to People and I&O Service Functions objectives.
• Influences enterprise platforms spanning People, Service Management and adjacent domains – SaaS, On‑Premises and Managed Services.

• Defines and delivers the People and Service Management Application multi‑year roadmap, aligned to People, I&O and enterprise priorities.
• Owns total cost of ownership (TCO), budget, demand and long‑range planning to enable the global People and Service Management functions.
• Develop plans to deliver the strategy. Collaborates with stakeholders across geographies to ensure the strategy meets diverse functional and business needs and is delivered in line with global responsibilities.
• Develop strategic relationships with external parties who support Worley’s strategy and operating model.
• Identifies and delivers opportunities for automation, standardization and simplification. Drives modernization initiatives, including cloud adoption and AI‑enablement.
• Ensuring alignment with enterprise architecture and security strategies.

• Accountable for the end‑to‑end People and Service Management technology portfolio across the full lifecycle (plan, build, operate, retire). Owns the solution which includes technology in support of the People and Service Management function roadmap. This includes physical ownership of technology including all aspects of the build‑operate‑support‑retire lifecycle.
• Defines scalable, enterprise‑grade solutions that deliver measurable business outcomes. The solution includes all facets of digital technology chosen to enable the organization (e.g. tools, integrations, automation, AI, data management, reporting) with accountability for ensuring the full technology stack is available and works. The build phase may be covered by other parts of Worley Digital.
• Deeply collaborates with other groups such as those in Worley Digital I&O and Worley Digital Transformation to both develop and maintain the solution within the Digital landscape.
• Understands the needs of the organization and defines a scalable solution and design that matches the needs and meets the Enterprise Architecture requirements. Articulates the benefits of the solution and ensures the solution can deliver those benefits. Accountable for building, updating and maintaining the solution.
• Governs integration patterns, APIs, middleware, and data flows and interoperability across enterprise platforms, including adjacent functions (Finance, Procurement, Project Controls).
• Evaluates and recommends new technologies and capabilities, including modules, AI and automation.
• Leads and governs system upgrades and enhancements across the People and Service Management portfolio.
• Ensures disciplined change management, release planning, testing and…