Director, HR Operations & Service Delivery
Morgan State University
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Job summary
Morgan State University in Baltimore, MD, invites applications for the Director, HR Operations & Service Delivery. This senior role leads HRIS initiatives, process improvement, and service delivery across the employee lifecycle, partnering with campus stakeholders to optimize operations and ensure data integrity.
The ideal candidate will have eight+ years in HR with five+ in leadership, experience implementing HRMS platforms, and a strong focus on user experience, compliance, and strategic HR
Qualifications
- Bachelor’s degree in business, human resources, or a related field.
- At least eight (8) years of progressive human resources experience, with at least five (5) years in a supervisory capacity.
- SHRM or HRCI certification is highly desired.
- Master’s degree in business, organizational psychology, human resources, or a related field may receive preference.
- Experience supporting or managing system implementations, rollouts, training, and ongoing support is highly preferred.
Responsibilities
- Lead strategic plans for HR operational functions aligned with university mission.
- Provide leadership to cross‑functional teams and ensure operational efficiency.
- Develop policies and SLAs for consistent, compliant HR service delivery.
- Manage position control, staffing, and budgeting from a systems perspective.
- Oversee HRMS implementation, data migration, testing, training, and change management.
- Ensure data integrity, security, and compliance of HR data and HRIS.
Skills
Education
Job description
Posting Summary
Job Title
Job Title Director, HR Operations & Service Delivery
Division
Division Division of Finance & Administration
Department
Department Office of Human Resources
Work Status
Work Status Full Time
Position Category
Position Category Staff
FLSA
FLSA Exempt
Pay Range
Pay Range Exempt
Salary Range
Salary Range $136,000 - $148,000 / year
Fund Source
Fund Source State Support
Job Summary
The Director, HR Operations & Service Delivery is a new position at Morgan that will leverage information technology and automation to streamline and standardize OHR processes.
The Director of HR Operations and Service Delivery will play a critical leadership role in the Human Resources department. This position is responsible for optimizing HR service delivery by strategically implementing and managing a new Human Resources Management System (HRMS) platform. The Director will lead cross‑functional teams and collaborate across university departments to ensure data integrity, regulatory compliance, operational efficiency, and alignment with institutional goals.
The Director is responsible for operational excellence and service delivery across the employee lifecycle, with a strong emphasis on user experience and responsive support. The Director will drive process improvement initiatives across HR operations. The ideal candidate is an innovative, customer‑focused leader who thrives in a complex, collaborative university environment. The ideal candidate will also translate union agreements into actionable, system‑integrated business processes and bring a strong balance of systems thinking, operational expertise, and a commitment to service excellence. Duties include, but are not limited to:
- Develop and execute strategic plans for HR operational functions in alignment with the university’s mission and HR’s strategic objectives.
- Provide strategic leadership and guidance to a cross‑functional team to ensure operational efficiency and alignment with institutional goals.
- Develop and implement policies and procedures that promote consistency, compliance, and equity in HR service delivery, including service level agreements (SLAs).
- Manage and maintain a robust position management framework that ensures appropriate staffing levels, job classifications, and budgeting from a systems perspective.
- Collaborate with academic and administrative units to support position control and workforce planning.
- Lead initiatives to enhance HRIS capabilities, streamline processes, and leverage technology to improve efficiency, accuracy, and employee experience.
- Serve as project lead for implementing a new HRMS platform, including system selection, business process redesign, data migration, testing, training, and change management.
- Oversee ongoing maintenance, upgrades, and system improvements post‑implementation.
- Ensure system data integrity, security, and compliance with legal and institutional policies.
- Ensure that all University data is continually valid, reliable, and reportable.
- Ensure that data warehousing is secure, compliant, and accessible for users.
- Build relationships with external vendors, consultants, and service providers to support HRIS implementation, upgrades, and ongoing support.
- Provide HR data analysis, dashboards, and metrics to support decision‑making at executive and departmental levels.
- Lead initiatives to enhance HRIS capabilities, streamline processes, and leverage technology to improve efficiency, accuracy, and employee experience.
- Collaborate with HR leadership and other stakeholders to identify opportunities for innovation and continuous improvement in HR service delivery.
- Establish and maintain a responsive, customer‑focused service model across HR operations, ensuring timely, courteous, and solution‑oriented responses to inquiries from faculty, staff, and administrators.
- Implement service level standards, feedback mechanisms, and training to enhance the employee experience and promote HR as a trusted campus partner.
- Serve as an escalation point for complex or high‑impact HR service issues, ensuring appropriate resolution and follow‑through.
- Partner with HR business partners, HR generalists, IT, finance, legal, and other departments to understand their requirements and priorities, and align HRIS and payroll initiatives accordingly.
- Support payroll processing and recommend improvements; troubleshoot escalated payroll matters. Work with Central Payroll Bureau and the Department of Budget and Management to address HR/Payroll‑related questions.
- Oversee the processing and administration of contractual hires, including adjunct faculty, temporary employees, and grant‑funded positions.
- Oversee the development, administration, and auditing of staff and faculty compensation and payroll programs.
- Partner with Finance and Budget departments on payroll funding, reporting, and compliance.
Bachelor’s degree in business, human resources, or a related field.
At least eight (8) years of progressive human resources experience, with at least five (5) years in a supervisory capacity.
SHRM or HRCI certification is highly desired. Candidates with a master’s degree in business, organizational psychology, human resources, or a related field may receive preference.
Previous experience supporting or managing system implementations, rollouts, training, and ongoing support is highly preferred. Experience supporting or designing standard operating procedures (SOPs) and service delivery expectations and requirements is also highly desired.
- Project Management experience is a plus.
- Familiarity with federal, state, and local employment and labor laws in both union and non‑union environments is needed.
Posting Number
Posting Number ST01630
Number of Vacancies
Number of Vacancies 1
Job Open Date
Job Open Date 10/30/2026
Job Close Date
Job Close Date 11/13/2026
Special Instructions to Applicant
Required fields are indicated with an asterisk (*)
- * Do you have a Bachelor’s degree in business, organizational psychology, human resources, or a related field?
- Yes
- No
- * Do you have experience working for State Agency or Higher Education Institution?
- Yes
- No
- * Do you have at least eight (8) years of progressive human resources experience, with at least five (5) years in a supervisory capacity?
- Yes
- No
- * Do you have a masters degree?
- Yes
- No
- * Are you a current, past or retired Morgan University employee? Are you a current, past or retired State employee? If YES to pass, retired or current STATE employee, please put the agency. If not applicable, put N/A. (Open Ended Question)
- * How did you hear about this employment opportunity?
- Diversity In Higher Education
- Inside Higher Ed
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Website
- MSU Careers Website
- Higher Education Recruitment Consortium (HERC)
- Insight to Diversity
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