Director, HR Operations & Service Delivery

and automation to streamline and standardize OHR processes. Job Duties The Director of HR Operations and Service Delivery will play a critical leadership role in the Human Resources department. This position is responsible for optimizing HR service delivery by strategically implementing and managing a new Human Resources Management System (HRMS) platform. The Director will lead cross-functional teams and collaborate across university departments to ensure data integrity, regulatory compliance, operational efficiency, and alignment with institutional goals. The Director is responsible for operational excellence and service delivery across the employee lifecycle, with a strong emphasis on user experience and responsive support. The Director will drive process improvement initiatives across HR operations. The ideal candidate is an innovative, customer-focused leader who thrives in a complex, collaborative university environment. The ideal candidate will also translate union agreements into actionable, system-integrated business processes and bring a strong balance of systems thinking, operational expertise, and a commitment to service excellence. Duties include, but are not limited to: Strategic Leadership Develop and execute strategic plans for HR operational functions in alignment with the university's mission and HR's strategic objectives. Provide strategic leadership and guidance to a cross-functional team to ensure operational efficiency and alignment with institutional goals. Develop and implement policies and procedures that promote consistency, compliance, and equity in HR service delivery, including service level agreements (SLAs). Manage and maintain a robust position management framework that ensures appropriate staffing levels, job classifications, and budgeting from a systems perspective. Collaborate with academic and administrative units to support position control and workforce planning. HR Information Systems & Automation Lead initiatives to enhance HRIS capabilities, streamline processes, and leverage technology to improve efficiency, accuracy, and employee experience. Serve as project lead for implementing a new HRMS platform, including system selection, business process redesign, data migration, testing, training, and change management. Oversee ongoing maintenance, upgrades, and system improvements post-implementation. Ensure system data integrity, security, and compliance with legal and institutional policies. Ensure that all University data is continually valid, reliable, and reportable. Ensure that data warehousing is secure, compliant, and accessible for users. Build relationships with external vendors, consultants, and service providers to support HRIS implementation, upgrades, and ongoing support. Provide HR data analysis, dashboards, and metrics to support decision-making at executive and departmental levels. HR Service Delivery Lead initiatives to enhance HRIS capabilities, streamline processes, and leverage technology to improve efficiency, accuracy, and employee experience. Collaborate with HR leadership and other stakeholders to identify opportunities for innovation and continuous improvement in HR service delivery. Establish and maintain a responsive, customer-focused service model across HR operations, ensuring timely, courteous, and solution-oriented responses to inquiries from faculty, staff, and administrators. Implement service level standards, feedback mechanisms, and training to enhance the employee experience and promote HR as a trusted campus partner. Serve as an escalation point for complex or high-impact HR service issues, ensuring appropriate resolution and follow-through. Partner with HR business partners, HR generalists, IT, finance, legal, and other departments to understand their requirements and priorities, and align HRIS and payroll initiatives accordingly. Payroll & Compensation Support payroll processing and recommend improvements; troubleshoot escalated payroll matters. Work with Central Payroll Bureau and the Department of Budget and Management to address HR/Payroll-related questions. Oversee the processing and administration of contractual hires, including adjunct faculty, temporary employees, and grant-funded positions. Oversee the development, administration, and auditing of staff and faculty compensation and payroll programs. Partner with Finance and Budget departments on payroll funding, reporting, and compliance. Requested Minimum Qualifications Education Required: Bachelor's degree in business, human resources, or a related field. Experience Required: At least eight (8) years of progressive human resources experience, with at least five (5) years in a supervisory capacity. Other Preferences for Consideration SHRM or HRCI certification is highly desired. Candidates with a master's degree in business, organizational psychology, human resources, or a related field may receive preference. Previous experience supporting or managing system implementations, rollouts, training, and ongoing support is highly preferred. Experience supporting or designing standard operating procedures (SOPs) and service delivery expectations and requirements is also highly desired. Knowledge, Skills & Abilities Project Management experience is a plus. Familiarity with federal, state, and local employment and labor laws in both union and non-union environments is needed. Posting Number: ST01630 Number of Vacancies: 1 Special Instructions to Applicant Please enter three (3) professional references on the References page of the application. Two (2) references should be from previous supervisors.