HR Operations and Service Delivery Manager

DHRM•Richmond, VA

About The Position

The Virginia Department of Social Services is seeking an HR Operations and Service Delivery Manager to lead the coordination and integration of 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 point of coordination across HR functions so managers and employees receive timely, consistent, cohesive, and comprehensive HR support. The Manager collaborates with Classification and Compensation, Talent Acquisition and Workforce Planning, Benefits Administration, Policy and Compliance, HR Systems, and Local HR Support. The position independently plans and manages assigned projects and service coordination activities, defining responsibilities, deliverables, milestones, and timelines; facilitating stakeholder 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 specialists retain responsibility for technical reviews, determinations, and approvals. The Manager also evaluates customer-facing processes, internal workflows, cross-functional handoffs, and recurring delays or gaps in ownership and communication. In partnership with functional teams, the Manager develops recommendations, tools, and standardized procedures to improve coordination, consistency, and responsiveness, and oversees implementation and evaluation of approved improvements. Success is measured by improved turnaround time, reduced rework, clearer accountability, greater service consistency, and an improved customer experience. The Virginia Department of Social Services designs and delivers human services that promote safety, independence, and well-being. It partners with local departments of social services, community action agencies, and other organizations across Virginia.

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 point of coordination across HR functions to support timely, consistent, cohesive, and comprehensive HR services.
Collaborate with Classification and Compensation, Talent Acquisition and Workforce Planning, Benefits Administration, Policy and Compliance, HR Systems, and Local HR Support.
Independently plan and manage assigned projects and service coordination activities, establishing responsibilities, deliverables, milestones, and timelines.
Facilitate stakeholder communication and follow-up, and identify and address risks, barriers, and competing priorities.
Coordinate work and drive assigned initiatives to completion while respecting functional managers' supervisory authority and specialists' responsibility for technical reviews, determinations, and approvals.
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.