Director, HR Shared Services

Director, HR Shared Services

The Director, HR Shared Services is responsible for architecting and leading a modern, technology-enabled global HR service delivery model that elevates the employee experience s role designs and operationalizes an integrated ecosystem that connects Workday as the system of record, Service Now for case management, and Genesys Cloud as the orchestration layer.

• Lead the design and deployment of a global, technology-enabled HR Shared Services operating model aligned to enterprise strategy

• Architect end-to-end service delivery integrating Workday, Service Now, Genesys Cloud, and adjacent HR technologies into a cohesive ecosystem

• Define workflow orchestration logic, service channels, escalation pathways, automation triggers, and AI enablement points

• Establish global design standards that ensure consistency while enabling appropriate regional flexibility and compliance

• Partner with IT to drive the continuous evolution of Service Now and the implementation and optimization of Genesys Cloud

• Lead a globally distributed HR Shared Services team across the Americas, EMEA, and APAC

• Define and manage service standards, SLAs, KPIs, quality metrics, and employee experience indicators

• Ensure consistent knowledge management, case handling practices, and service execution across regions

• Build a culture of accountability, customer centricity, operational discipline, and continuous learning

• Align regional delivery models with enterprise governance, risk management, and platform standards

• Embed AI-driven automation and orchestration into core service workflows to reduce manual effort and improve responsiveness

• Identify, prioritize, and implement automation opportunities that enhance efficiency and elevate employee experience

• Ensure responsible, secure, and scalable deployment of AI-enabled capabilities in partnership with IT and data governance teams

• Monitor adoption, performance, and measurable value realization of automation initiatives

• Design seamless, intuitive employee service journeys across self-service, case management, and assisted service channels

• Reduce friction, improve resolution times, and increase first-contact resolution rates

• Leverage service data, analytics, and employee feedback to continuously refine workflows and touchpoints

• Operationalize and reinforce the Employee Value Proposition through consistent, high-quality service delivery

• Establish governance frameworks for service operations, platform configuration, and integration management

• Define and track performance metrics including service levels, first-contact resolution, case aging, cost-to-serve, automation rates, and employee satisfaction

• Lead structured continuous improvement initiatives to enhance service scalability and effectiveness

• Maintain integration integrity across platforms and proactively address risks, redundancies, and technical debt

• Partner with HR Centers of Excellence and HR Business Partners to align service delivery with evolving business priorities

• Provide strategic input into platform roadmaps, technology investments, and capability prioritization

• Translate HR strategy and workforce needs into scalable service delivery solutions

• Contribute to broader HR transformation initiatives across the enterprise

• Demonstrate 10 or more years of progressive HR operations, shared services, or service delivery leadership experience with global scope

• Prove experience designing and deploying technology-enabled HR service models at enterprise scale

• Exhibit deep expertise integrating Workday, Service Now, contact center platforms, and orchestration technologies such as Genesys Cloud

• Lead global, distributed teams across multiple regions including the Americas, EMEA, and APAC

• Drive automation initiatives that improve operational efficiency and employee experience

• Partner effectively with HRIS, IT, enterprise architecture, and operations stakeholders in…