Transformation Governance Lead, Service Delivery, Trust and Safety

Within Trust and Safety (T&S), the Service Delivery team focuses on the strategy, governance, and optimization of our large global contingent workforce. As the landscape shifts, our team is driving the transition from traditional staff augmentation to managed services and hybrid workflows. We partner with teams across Legal, Security, Engineering, and external Vendor partners to bring intelligent automation, AI-assisted workflows, and human expertise together to build operations. Service Delivery team members have the unique opportunity to design and implement some of the most technologically advanced and complex operations around the world.At Google we work hard to earn our users’ trust every day. Trust and Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages.Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Ireland: €138000 - €141000 (EUR) + 20% bonus target + equity + benefits

Learn more about benefits at Google.

Responsibilities:

• Collaborate with internal Trust and Safety stakeholders to design and refine vendor governance frameworks that support AI-driven workflows and human-over-the-loop validation.
• Partner cross-functionally with multiple external teams to align program goals and ensure a unified approach to global content moderation issues.
• Support the team by synthesizing operational intelligence into actionable insights, helping colleagues prioritize automation opportunities and manual oversight needs.
• Foster strong relationships with specialized AI vendors, acting as a collaborative lead to ensure our commercial partnerships are outcome-oriented and agile.
• Mentor and coach a team of specialists, promoting a culture of psychological safety and shared experimentation as we navigate novel AI scenarios together.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 7 years of experience in solutions consulting, vendor strategy, sourcing, or program management within a technical operations environment (e.g., BPO, AI, SaaS, or Trust and Safety).
• 7 years of experience in people management, managing and developing professional-level teams.
• Experience with leading organizational transformations, specifically shifting workforces away from manual processing toward hybrid, automated, or AI-augmented solutions.

Preferred qualifications:

• Strong conceptual understanding of machine learning lifecycles, human-in-the-loop workflows, precision/recall metrics, and model drift, with the ability to confidently evaluate vendor technical architectures.
• Excellent problem-solving and critical thinking skills with attention to detail in an ever-changing environment.
• Demonstrated success in building operational and commercial frameworks from scratch in areas with no pre-existing playbooks or templates.