HR Service Delivery Manager

At MITRE, your passion fuels work that impacts our nation and improves lives. This is where your skills strengthen national security, cybersecurity, health, transportation, and citizen services. We’re a nonprofit engineering, applied research, and advanced technology organization working in the public interest. With objectivity and integrity at our core, we lead federally funded research and development centers for U.S. government agencies – collaborating with industry and academia to deliver integrated, high-impact solutions that advance our nation’s health, security, and prosperity.

Our people tackle the toughest technical challenges, supported by competitive benefits, meaningful career development, and a culture of innovation, collaboration, and technical excellence. Choose MITRE for a career with purpose — and help shape the future.

The Manager, HR Service Delivery leads day-to-day HR Service Center (HRSC) operations and a team responsible for delivering timely, accurate, and employee-focused HR support across the employee lifecycle. This role is accountable for team development, service performance, workload management, operational quality, and effective escalation of complex HR matters.

The ideal candidate brings broad hire-to-retire HR knowledge, strong Workday and case management experience, and the ability to use operational data to drive decisions. This leader will join an evolving HRSC and play an important role in developing team capability, strengthening operational discipline, and guiding the team through new processes and ways of working.

Roles & Responsibilities :

Lead, coach, and develop HR Operations Specialists supporting employees and managers across the hire-to-retire lifecycle.

Oversee daily service delivery, including case queues, workload distribution, staffing coverage, service levels, and identify recurring operational issues and opportunities for efficiency.

Provide operational leadership across benefits, onboarding, offboarding, Workday transactions, employment verifications, unemployment claims, time off, retirement, and other HR services.

Apply broad knowledge of HR policies, benefits, employment practices, and compliance requirements to guide the team and identify matters requiring escalation.

Oversee escalation flow and partner with HR subject matter experts on complex, sensitive, or policy-driven cases.

Use Workday, case management tools, and service analytics to monitor performance, identify trends, manage workload, and improve service delivery.

Build team capability through coaching, cross-training, knowledge sharing, performance management, and career development.

Lead the team through evolving processes and operating-model changes while reinforcing accountability, collaboration, and a strong employee-service mindset.

Partner with HRIS, People Analytics, HR Centers of Excellence, and HRSC functional leads to resolve issues and improve processes, controls, technology, and service outcomes.

Basic Qualifications:

Typically requires a minimum of 10 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5years’ experience; or equivalent combination of related education and work experience7+ years of progressive HR experience, including significant experience in HR operations, employee services, or HR shared services.
3+ years of direct people-management experience, including responsibility for coaching, performance management, employee development, and team performance.

Broad working knowledge of hire-to-retire HR processes, benefits administration, HR policies, employment practices, and compliance requirements.

Demonstrated hands-on experience with Workday and HR transactional processes.

Experience with HR case…