Human Resources Assistant Department Director — HR Operations and Service Delivery

City of Durham•Durham, NC

18d•Onsite

About The Position

The City of Durham's Human Resources Department is an accomplished, diverse, energetic team embracing and inspiring the joy of public service. We aggressively challenge assumptions of what is possible, moving towards a future that is more just, productive and rewarding for all employees. Join us if you're ready to share your talents, learn new skills and build relationships in service to the City of Durham! The Human Resources Department serves approximately 2,800 employees across 26 departments. The department is in a period of significant transformation, including the implementation and stabilization of a new enterprise HCM platform, a restructured service delivery model, and a renewed focus on operational excellence. POSITION SUMMARY The Assistant Department Director of HR Operations and Service Delivery is a senior leadership role reporting to the Chief Human Resources Officer. The incumbent oversees multiple divisions within the HR department and serves as a second-level supervisor, providing strategic direction and management oversight to managers and their HR divisions. This position is responsible for the infrastructure, systems, and service channels that enable the HR department to deliver consistent, high-quality support to the City’s workforce. The incumbent oversees the design and execution of the department’s service delivery model, HR technology systems, frontline service operations, and data and analytics functions. The ideal candidate is a builder — someone who can design scalable processes, stabilize and optimize HR technology platforms, and stand up a service delivery model that ensures departments receive responsive, knowledgeable HR support. This role requires a leader who is equally comfortable working at the systems level and managing day-to-day operations, and who brings a track record of leading teams through technology transitions and process improvement.

Requirements

Bachelor’s degree in human resources, public administration, organizational development, business administration, or a directly related field.
Nine (9) years of demonstrated progressively responsible human resources experience in at least two related operational functions: HRIS - HR Technology and Information Systems, HR Service - Delivery and Operations , or HR Data- Analytics, and Reporting .
Five (5) years of supervisory or management experience.

Nice To Haves

Master’s degree in a related field.
Direct experience leading an HCM or ERP implementation or post-go-live stabilization (Oracle, Workday, SAP, or comparable platform).
Experience designing or managing a tiered HR service delivery model, shared services center, or HR liaison/business partner structure.
Experience developing HR analytics, dashboards, or workforce reporting for executive audiences.
Professional HR certification (SHRM-CP, SHRM-SCP, PHR, SPHR, or IPMA-CP/SCP).
Experience in municipal or public-sector human resources.

Responsibilities

Leads the administration, configuration, and continuous improvement of the City’s HCM platform (Oracle Fusion HCM) and related HR technology systems.
Oversees system stabilization, post-implementation optimization, and end-user support.
Partners with IT and vendor teams to ensure data integrity, security, and system integration across platforms.
Manages the planning and execution of future system modules and enhancements.
Oversees vendor relationships for HR technology platforms, ensuring contractual performance, knowledge transfer, and transition planning.
Oversees HR Connect or equivalent frontline service functions that serve as the primary intake channel for employee inquiries.
Designs and implements a tiered service delivery model that routes employee-level inquiries through centralized channels and director/manager-level support through assigned HR specialists/portfolios.
Establishes service standards, response time expectations, and quality metrics.
Builds and manages an HR liaison or specialist model that provides portfolio-based support to City departments.
Owns the department’s data strategy, including the collection, governance, analysis, and reporting of HR metrics and workforce data.
Develops and maintains dashboards, scorecards, and regular reporting packages for HR leadership, the City Manager’s Office, and other stakeholders.
Produces ad hoc analyses to support decision-making on workforce planning, compensation, staffing trends, and operational performance.
Ensures compliance with data governance standards and regulatory reporting requirements.
Builds internal capacity for data literacy and self-service reporting within the HR department.
Directly supervises managers and staff within assigned functional areas; serves as a second-level supervisor overseeing multiple divisions.
Prioritizes the growth and development of direct reports and their teams, conducting regular 1:1 meetings and managing performance through the City’s EPEP Performance Management framework.
Invests in building team capacity, initiative, and professional skills.
Operates in alignment with the department’s operational excellence framework, ensuring all work within assigned divisions reflects a commitment to customer service, communication, compliance, and continuous improvement.
Collaborates with peer leaders in the HR department to ensure alignment of operations with department strategy.
Serves as HR Director in the Director’s absence when designated.
Represents the HR department at meetings, proceedings, and presentations, including City Council when designated.
Manages assigned projects, vendor relationships, and budget responsibilities within the division.