HR Operations and Service Delivery Manager
About The Position
The Virginia Department of Social Services is hiring an HR Operations and Service Delivery Manager to coordinate cross-functional HR service delivery and project execution. Reporting to the Assistant Director of Human Resources, the Manager applies broad HR generalist expertise and project management capabilities to assess customer needs, align specialty teams, establish accountability, and drive complex HR requests and initiatives through resolution. The role serves as a central coordination point across HR functions so VDSS managers and employees receive timely, consistent, cohesive, and comprehensive HR support. The Manager works collaboratively with Classification and Compensation, Talent Acquisition and Workforce Planning, Benefits Administration, Policy and Compliance, HR Systems, and Local HR Support. They independently plan and manage assigned projects and service coordination activities, defining responsibilities, deliverables, milestones, and timelines; facilitating communication and follow-up; and addressing risks, barriers, and competing priorities. The Manager coordinates work and drives initiatives to completion, while functional managers retain supervisory authority and designated specialists retain responsibility for technical reviews, determinations, and approvals. The Manager evaluates customer-facing processes, internal workflows, cross-functional handoffs, and recurring delays or gaps in ownership and communication. In partnership with functional teams, they develop recommendations, tools, and standardized procedures to improve coordination, consistency, and responsiveness, and oversee implementation and evaluation of approved improvements. Success is measured by gains in turnaround time, reduced rework, clearer accountability, greater service consistency, and an improved customer experience.
Requirements
- Extensive professional HR generalist experience in major functional areas of HR.
- Experience supporting managers and employees across multiple HR functions.
- Experience independently coordinating projects or complex service requests involving multiple stakeholders.
- Experience developing or improving HR operational processes and written guidance.
Nice To Haves
- Experience coordinating HR services in a public-sector organization or an organization using an HR specialist model.
- Experience coordinating simultaneous recruitment and onboarding for a group of positions.
- Familiarity with Commonwealth of Virginia HR policies and state agency operations.
- Experience improving manual HR workflows and supporting adoption of electronic forms or tracking tools.
- Relevant professional certification such as PHR, SHRM-CP, or PSHRA-CP.
Responsibilities
- Coordinate and integrate cross-functional HR service delivery and project execution.
- Assess customer needs, align specialty teams, establish accountability, and drive complex HR requests and initiatives through resolution.
- Serve as a central coordination point across HR functions to provide timely, consistent, cohesive, and comprehensive support to VDSS managers and employees.
- Independently plan and manage assigned projects and service coordination activities, including responsibilities, deliverables, milestones, and timelines.
- Facilitate stakeholder communication and follow-up, and identify and address risks, barriers, and competing priorities that could affect timely completion.
- Coordinate assigned work and drive initiatives to completion while functional managers and specialists retain their designated supervisory and technical responsibilities.
- Evaluate customer-facing processes, internal workflows, cross-functional handoffs, and recurring delays or gaps in ownership and communication.
- Partner with functional teams to develop recommendations, tools, and standardized procedures that improve coordination, consistency, and responsiveness.
- Oversee implementation and evaluation of approved service-delivery improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
