HR Operations and Service Delivery Manager

Commonwealth of VA Careers; Richmond (VA); On-site; USD 99,000 - 121,000; Full time

Job summary

The Virginia Department of Social Services seeks a HR Operations and Service Delivery Manager to coordinate cross-functional HR services and projects, reporting to the Assistant Director of Human Resources. This role ensures timely, cohesive, and comprehensive HR support across divisions within the Commonwealth of Virginia.

You will lead process improvements and partner with Classification and Compensation, Benefits Administration, HR Systems, and Talent Acquisition to standardize workflows,

Qualifications

• Extensive professional HR generalist experience in major functional areas of HR.
• Experience coordinating projects or complex service requests involving multiple stakeholders.
• Experience developing or improving HR operational processes and written guidance.
• Experience supporting managers and employees across multiple HR functions.

Responsibilities

• Lead coordination and integration of cross-functional HR service delivery and project execution.
• Assess customer needs, align specialty teams, establish accountability, and drive complex HR initiatives to resolution.
• Coordinate work across HR functions and ensure timely, cohesive, and comprehensive HR support for managers and staff.
• Develop recommendations, tools, and standardized procedures to improve coordination, consistency, and responsiveness, and oversee implementation.

Skills

HR generalist experience

Project coordination

Cross-functional collaboration

Process improvement

Job description

Title: HR Operations and Service Delivery Manager

State Role Title:Human Resource Manager I

Hiring Range: Up to $110,000

Pay Band: 5

Agency: Department of Social Services

Location:DSS HOME OFFICE

Agency Website:https://dss.virginia.gov/

Recruitment Type: General Public - G

Job Duties

At the Virginia Department of Social Services, we put people at the center of everything we do. We believe that every Virginian can live a life of dignity and that all voices, ideas and experiences contribute greatly to our pursuit of excellence. Inspired by continuous improvement, we commit ourselves to listening, learning and cultivating environments of trust, respect and positive engagement. Together, we are mission-driven, eager to achieve, and passionate about bringing the best of who we are to those we serve. We design and deliver high-quality human services that help Virginians achieve safety, independence and overall well-being. We are a $2 billion agency - one of the largest in the Commonwealth of Virginia - partnering with 120 local departments of social services and 31 community action agencies, along with faith-based and non-profit organizations, to promote the well-being of children, adults, and families statewide. We proudly serve alongside 1,650 (state) and 12,200 (local) human services professionals throughout the Social Services System, who ensure that thousands of Virginia's most vulnerable citizens have easy access to the services and benefits available to them.
The Virginia Department of Social Services is excited to share that we are looking for a HR Operations and Services Delivery Manager to join our team!
Reporting to the Assistant Director of Human Resources, the Human Resources Operations and Service Delivery Manager (Manager) leads the coordination and integration of cross-functional HR service delivery and project execution. Applying 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 Manager serves as a central point of coordination across HR functions, ensuring VDSS managers and employees receive timely, consistent, cohesive, and comprehensive HR support.
Under the proposed structure, the Manager works collaboratively with Classification and Compensation, Talent Acquisition and Workforce Planning, Benefits Administration, Policy and Compliance, HR Systems, and Local HR Support. The Manager independently plans and manages assigned projects and service coordination activities, establishing responsibilities, deliverables, milestones, and timelines; facilitating stakeholder communication and follow-up; and identifying and addressing risks, barriers, and competing priorities that could affect timely completion. The Manager is accountable for coordinating work and driving assigned initiatives to completion, while functional managers retain supervisory authority and designated specialists retain responsibility for technical reviews, determinations, and approvals.
The Manager also leads efforts to strengthen HR service delivery by evaluating 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 the implementation and evaluation of approved improvements. Success is measured by demonstrable gains in turnaround time, reduced rework, clearer accountability, greater service consistency, and an improved customer experience.

Minimum Qualifications

• 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.

Additional Considerations

• 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

Special Instructions

Selected candidate(s) must successfully pass a fingerprint-based criminal history background check. A record of criminal history does not automatically bar an applicant from consideration. Employment verification will be conducted to include current/previous supervisory employment reference checks.
VDSS will record information from each new employee's Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.
This position may be eligible for telework opportunities; availability, hours, and duration will be in accordance with the Commonwealth's Teleworking policy on a case-by-case basis.

Contact Information

Name: VDSS - Division of Human Resources

Phone: [e-mail]

Email: [e-mail]

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.