About the job
At Keywords Studios, our passion for gaming, technology, and media drives us to build a comprehensive global services platform for video games and beyond. We aspire to be the premier provider of technical services to the gaming industry.
We empower leading content creators and publishers to utilize our expertise throughout the entire interactive content lifecycle, allowing them to stay lean and agile, while focusing on delivering the most engaging experiences.
Trusted by many of the world's top video game companies, Keywords Studios collaborates with partners during concept, development, and live operations, leveraging our extensive range of industry-leading service lines at every stage. Visit us
The People Services Manager – Europe (PSM) will lead the efficient delivery of high-quality People Services across the European region. This role emphasizes operational excellence, case management consistency, service optimization, and collaboration with People Business Partners, Centres of Excellence, and HRIS.
As the operational leader, the PSM will ensure that employee and manager queries are resolved accurately, consistently, and within designated service levels while continuously enhancing processes, workflows, and self-service solutions. This position is crucial in supporting HR transformation initiatives and embedding scalable, data-driven People Services across Europe.
People Services & Case Management
- Manage the European People Services Team to effectively address employee and manager inquiries through the case management system in alignment with established SLAs and quality standards.
- Define service levels and performance metrics for People Services processes; regularly review performance, identify areas for improvement, and implement corrective actions as needed.
- Coach and develop the People Services Team to provide accurate, consistent, and “right-first-time” responses, tailored to local country or studio requirements.
- Establish, review, and maintain clear operational protocols for the European People Services Team, including coverage models, escalation paths, triage processes, capacity planning, and training requirements.
Problem Solving & Operational Excellence
- Utilize structured problem-solving methodologies to address complex or recurring issues, and plan communications and training for frequently requested topics or spikes in inquiries.
- Collaborate closely with Centres of Excellence, People Partners, and other People Services Managers to align processes, exchange best practices, and tackle cross-regional challenges.
- Partner with People Centres of Excellence and Senior People Business Partners to resolve complex queries and enhance service delivery.

