Head of People Services Europe

Welcome to Scania’s People & Culture Knowledge Centre in Gdańsk

Where people, tech and purpose come together

At Scania, we believe in making things better – for our people, for our business, and for the future of transport. That mindset runs through everything we do. And now, we’re bringing it to life in a new way, with our People & Culture Knowledge Centre in Gdańsk.

This is where we’ll support our global organization with smart, scalable and tech-driven HR services. From daily support to continuous improvement, we’ll build the backbone that keeps our people-focused processes running smoothly – helping leaders and employees thrive, wherever they are in the world. And it all begins in Poland.

We're Hiring: Head of People Services Europe

Location: Gdańsk, Poland

Entity: Global Knowledge Centre Europe (GKC)

Type: Full-Time, hybrid, Regional Leadership Role

Lead People Services for Europe at our New Global Knowledge Centre

We are expanding its Global Knowledge Centre in Gdańsk looking for an inspiring Head of People Services Europe to lead our employee support function across the region.

This is a unique opportunity to shape a high-performing P&C (HR) service desk, ensuring exceptional employee experiences through responsive, compliant, and customer-focused support.

About the Role

As Head of People Services Europe, you will oversee Tier 1 and Tier 2 employee inquiries and requests across Europe. You’ll lead a regional team delivering consistent, highquality support to employees, managers, and HR colleagues. Your mission will be to enhance the service experience through effective leadership, smart operations, and a culture of continuous improvement.

What You'll Do

Leadership & Team Development:

• Provide daily and strategic leadership to the People Services team

• Coach and inspire the team in communication, problem-solving, and service excellence

• Build and retain a high-performing, motivated team

Service Desk Operations & Workforce Planning:

• Oversee day-to-day helpdesk performance and staffing

• Monitor case volumes and response times (via tools like ServiceNow)

• Ensure service coverage across regions and time zones

Service Excellence & Continuous Improvement:

• Champion improvements in self-service tools, chatbots, and employee interactions

• Actively collect feedback from employees and HR stakeholders

• Drive a customer-first culture in all service delivery activities

Knowledge Management & Escalation Handling:

• Maintain an accurate and well-utilized knowledge base

• Manage escalations and sensitive employee issues with professionalism

• Identify trends and training needs from recurring issues

Third-Party Vendor Coordination:

• Oversee external vendor service performance (e.g. benefits providers)

• Coordinate resolution of vendor-related issues or employee complaints

Performance Monitoring & Reporting:

• Track KPIs such as SLA compliance, satisfaction scores, and response rates

• Prepare reports and insights for GKC leadership and global stakeholders

Project Leadership & Change Management:

• Lead initiatives to enhance systems, tools, and workflows

• Ensure successful implementation of process changes through strong change management

Governance & Compliance:

• Implement governance frameworks for People Services

• Ensure compliance with internal standards and external labor regulations

What You Bring

Key Skills and Tools:

• Excellent communication in English (written and spoken)

• Proficiency with HR case management systems (e.g. ServiceNow) and HRIS (e.g. SuccessFactors)

• Strong command of Microsoft Office

• High attention to detail and organizational excellence

• Strong customer service mindset and conflict resolution skills

Professional Profile:

• 7+ years of experience in HR service delivery or shared services

• 3+ years in a team lead or supervisory role in an HR contact center or helpdesk

• Solid understanding of HR topics: benefits, leave, payroll, systems

• Experience building and leading a service-driven team

• Analytical and process-driven approach to solving service issues

• Familiarity with continuous improvement (Lean, Six Sigma) is a plus

• Bachelor’s degree in HR, Business, or a related field preferred

• Certifications in HR or service management are a plus

• Knowledge of additional European languages is beneficial

What we offer

As part of our Gdańsk-based Global Knowledge Centre, you’ll enjoy:

• Hybrid work model – combine remote flexibility with a modern office in the heart of Gdańsk

• Private medical care – comprehensive healthcare coverage for your wellbeing

• Learning & development platforms – access to ongoing education and upskilling opportunities

• Life insurance package – additional security for you and your loved ones

• Friendly and inclusive work culture – be part of a team that values collaboration and diversity

• Modern office environment – good coffee, chillout zones, and a space designed for focus and creativity

• We also offer you the opportunity to take advantage of discounts on the purchase or rental of cars

• If you wear corrective glasses, we have good news for you too – you'll receive an extra reimbursement for purchasing new ones

• Do you enjoy expanding your knowledge and investing in your personal development? Great! You have the opportunity to receive funding for language courses, training programs, and university studies

Ready to Lead People Services in Europe? Apply Now!

Help us build a people-centric organization – starting right here in Gdańsk.