We are seeking a Director of HR Service Delivery to lead and oversee the service team responsible for delivering high-quality, consistent, and efficient HR transactional services across the organization. The Director, HR Solution Team will be responsible for ensuring alignment with university policies and strategic goals and driving process improvements to enhance the employee experience. This role will provide strategic leadership, foster a culture of service excellence, and ensure that HR transactions and inquiries are handled accurately and efficiently. The ideal candidate will have deep expertise in HR Solution Team models, strong leadership skills, and a proven track record of optimizing HR operations in a complex organization.

Job Scope/Complexity

Operates with a high degree of autonomy, providing strategic oversight and both direct and indirect supervision. Work is high volume, deadline sensitive, and measured by service performance metrics, stakeholder satisfaction, and process improvement outcomes.

Specific Duties & Responsibilities

Strategic Leadership and Oversight

• Develop and implement the overall strategy for HR Solution Team, ensuring alignment with the university’s HR goals and objectives.
• Oversee the HR Solution Team, ensuring seamless and efficient delivery of HR services across all employee groups (e.g., staff, faculty, student employees).
• Establish and monitor performance metrics to evaluate the effectiveness and efficiency of HR Solution Team.
• Develop and maintain a Solution Team model that supports consistent, scalable, and customer-focused HR processes.
• Partner with HR leadership to define and execute long-term strategies for improving HR operations.

Team Management and Development

• Lead, mentor, and develop Solution Team Managers and Leads. Foster a culture of continuous improvement and professional growth.
• Provide guidance and support to Solution Team members on complex HR issues and escalations.
• Establish clear roles, responsibilities, and performance expectations for the Solution Team.
• Build and sustain a high-performance team through effective hiring, training, and development initiatives.
• Foster collaboration and knowledge sharing between all Solution Team departments to enhance Solution Team effectiveness.

Solution Team and Operational Excellence

• Ensure that all HR transactions and inquiries are processed accurately and within established service level agreements (SLAs).
• Develop and implement consistent processes and workflows to streamline HR Solution Team.
• Oversee the resolution of escalated HR issues and ensure a customer-centric approach.
• Analyze Solution Team data to identify trends, gaps, and opportunities for improvement.
• Ensure that Solution Team members deliver timely, accurate, and professional support to all stakeholders.

Compliance and Policy Management

• Ensure that all HR transactions and processes comply with university policies and federal, state, and local labor laws.
• Maintain a deep understanding of employment regulations and ensure consistent application across the organization.
• Lead audits and reviews to confirm compliance with labor laws, university policies, and HR standards.
• Collaborate with legal and compliance teams to address complex HR issues and mitigate risks.

Process Improvement and Innovation

• Identify and implement opportunities to automate and improve HR processes to reduce manual effort and increase efficiency.
• Lead cross-functional projects to improve HR Solution Team and enhance the employee experience.
• Establish a feedback loop with stakeholders to continuously improve HR operations.
• Research and apply best practices in HR Solution Team to maintain a competitive and innovative service model.

Stakeholder Engagement and Collaboration

• Serve as the primary point of contact for senior leaders regarding HR Solution Team issues and improvements.
• Build and maintain strong relationships with department heads, HR business partners, and other stakeholders.
• Partner with HR centers of excellence (e.g., talent acquisition, employee relations, compensation, benefits) to align Solution Team with strategic priorities.
• Communicate HR Solution Team performance and strategic initiatives to senior leadership.

Technology and Reporting

• Oversee the use of HR systems (e.g., Workday) to manage and track HR transactions and service requests.
• Ensure accurate and timely reporting on HR Solution Team metrics and trends.
• Partner with IT and HRIS teams to implement system updates and improvements.
• Use data and reporting insights to recommend strategic improvements to HR Solution Team.
• Teach and train HR Solution Team members on the use of reporting and dashboards.

Other duties as assigned.

• Bachelor's Degree in Human Resources, Business Administration, or a related field.

• Eight years progressively responsible work experience in HR Solution Team or related fields, with at least 5 years in a leadership role.

• Strong knowledge of HR policies, benefits, payroll systems, and basic labor laws.

• Experience working with HRIS (Human Resource Information Systems) and HR support tools.

• Exceptional communication and interpersonal skills, with the ability to influence and engage senior leadership and key stakeholders.

• Strong problem-solving skills and the ability to resolve issues effectively and efficiently.

• Ability to manage multiple priorities and work in a fast-paced environment.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

• Experience with HR software such as Workday, SAP, or ServiceNow.
• Fluency in Workday reporting and ability to teach others on the use of dashboards and reports.
• SHRM-CP or other HR certification.
• Knowledge of data protection and confidentiality regulations.
• Previous experience working in a global HR support function.
• Experience in higher education or large, complex organizations.

Technical Qualifications and Specialized Certifications

• Knowledge of Excel, Access and Word.

Technical Skills and Expected Level of Proficiency

• Auditing - Advanced
• Confidentiality and Discretion - Advanced
• Continuous Improvement - Advanced
• Customer Service - Advanced
• Human Resources Information Systems (HRIS) - Advanced
• HR Knowledge Base Management - Advanced
• Internal Controls (HR) - Advanced
• Interpersonal Skills - Advanced
• Payroll Practices - Advanced
• Staff Training and Development - Advanced
• Workflow Management -Advanced

The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs.

Classified Title: Director HR Service Delivery 
Job Posting Title (Working Title): Director of HR Service Delivery (Human Resources)   
Role/Level/Range: L/04/LH  
Starting Salary Range: $127,300 - $223,000 Annually (Commensurate w/exp.) 
Employee group: Full Time 
Schedule: Monday-Friday/8:30-5:00 
FLSA Status: Exempt 
Location: Hybrid/Eastern High Campus  
Department name: VP of Human Resources   
Personnel area: University Administration 

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About Johns Hopkins University

The Johns Hopkins University (JHU) was founded in 1876 as the nation's first research university, dedicated to bringing the benefits of discovery to the world. JHU is the largest private employer in Baltimore and Maryland, making a large economic impact in the city and state. We enroll more than 30,000 full- and part-time students across ten academic divisions, offering in-person and remote learning in over 400 programs. Not only are we located in Baltimore, but we also have a presence in Washington, D.C.

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