HR Service Delivery Manager

MITRE; Bedford (MA); On-site; USD 132,000 - 198,000; Full time

Job summary

MITRE, a nonprofit research and engineering organization, seeks a Manager, HR Service Delivery to lead the HR Service Center operations across the hire-to-retire lifecycle. You will guide a team, manage case queues, ensure service levels, and drive improvements using Workday and case-management tools.

The ideal candidate has extensive HR operations experience, strong analytics, and a proven ability to scale processes through change while staying compliant.

Qualifications

• Minimum 10 years of related experience with a Bachelor’s degree; or 8 years and a Master’s; or a PhD with 5 years’ experience.
• 7+ years of progressive HR experience, including HR operations, employee services, or HR shared services.
• 3+ years direct people-management experience, including coaching and performance management.
• Broad working knowledge of hire-to-retire HR processes, benefits administration, and compliance.
• Demonstrated hands-on experience with Workday and HR transactional processes.
• Experience with HR case management/service tools and managing cases, queues, or service delivery.
• Experience using operational metrics and analytics to identify trends and inform decisions.
• Experience leading teams through change and implementing new processes; on-site requirement.

Responsibilities

• Lead, coach, and develop HR Operations Specialists across the hire-to-retire lifecycle.
• Oversee daily service delivery, including queues, staffing, and service levels.
• Provide operational leadership across benefits, onboarding, offboarding, Workday, and verifications.
• Guide compliance with HR policies and employment practices; escalations as needed.
• Oversee escalation flow and partner with HR subject matter experts on complex cases.
• Use Workday and analytics to monitor performance and drive improvements.
• Build team capability through coaching, cross-training, and career development.
• Lead through evolving processes and operating-model changes with accountability.

Skills

HR operations leadership

People management

Workday

HR analytics

On-site availability

Education

Bachelor’s degree in HR or related field

Master’s degree in HR or related field

PhD with 5 years experience

Tools

Workday

HR case management tools

Job description

At MITRE, your passion fuels work that impacts our nation and improves lives. This is where your skills strengthen national security, cybersecurity, health, transportation, and citizen services. We’re a nonprofit engineering, applied research, and advanced technology organization working in the public interest. With objectivity and integrity at our core, we lead federally funded research and development centers for U.S. government agencies – collaborating with industry and academia to deliver integrated, high-impact solutions that advance our nation’s health, security, and prosperity. Our people tackle the toughest technical challenges, supported by competitive benefits, meaningful career development, and a culture of innovation, collaboration, and technical excellence. Choose MITRE for a career with purpose — and help shape the future.

The Manager, HR Service Delivery leads day-to-day HR Service Center (HRSC) operations and a team responsible for delivering timely, accurate, and employee-focused HR support across the employee lifecycle. This role is accountable for team development, service performance, workload management, operational quality, and effective escalation of complex HR matters.

The ideal candidate brings broad hire-to-retire HR knowledge, strong Workday and case management experience, and the ability to use operational data to drive decisions. This leader will join an evolving HRSC and play an important role in developing team capability, strengthening operational discipline, and guiding the team through new processes and ways of working.

Roles & Responsibilities

• Lead, coach, and develop HR Operations Specialists supporting employees and managers across the hire-to-retire lifecycle.
• Oversee daily service delivery, including case queues, workload distribution, staffing coverage, service levels, and identify recurring operational issues and opportunities for efficiency.
• Provide operational leadership across benefits, onboarding, offboarding, Workday transactions, employment verifications, unemployment claims, time off, retirement, and other HR services.
• Apply broad knowledge of HR policies, benefits, employment practices, and compliance requirements to guide the team and identify matters requiring escalation.
• Oversee escalation flow and partner with HR subject matter experts on complex, sensitive, or policy-driven cases.
• Use Workday, case management tools, and service analytics to monitor performance, identify trends, manage workload, and improve service delivery.
• Build team capability through coaching, cross-training, knowledge sharing, performance management, and career development.
• Lead the team through evolving processes and operating-model changes while reinforcing accountability, collaboration, and a strong employee-service mindset.
• Partner with HRIS, People Analytics, HR Centers of Excellence, and HRSC functional leads to resolve issues and improve processes, controls, technology, and service outcomes.

Basic Qualifications

• Typically requires a minimum of 10 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5years’ experience; or equivalent combination of related education and work experience
• 7+ years of progressive HR experience, including significant experience in HR operations, employee services, or HR shared services.
• 3+ years of direct people-management experience, including responsibility for coaching, performance management, employee development, and team performance.
• Broad working knowledge of hire-to-retire HR processes, benefits administration, HR policies, employment practices, and compliance requirements.
• Demonstrated hands‑on experience with Workday and HR transactional processes.
• Experience with HR case management/service management tools and managing cases, queues, or service delivery.
• Experience using operational metrics and analytics to identify trends and inform workload and service decisions.
• Demonstrated experience leading teams through change and implementing new processes or ways of working.
• This position requires a minimum of 3 days per week on-site

Preferred Qualifications

• 5+ years of direct people-management experience, particularly within HR operations or service delivery.
• Experience leading an HR Service Center or shared-services team.
• Experience leading teams through organizational or operating-model transformation.
• Advanced Workday experience across multiple employee lifecycle processes.
• Experience partnering with HRIS, People Analytics, Benefits/Total Rewards, Payroll, Compliance, or other HR Centers of Excellence.

This requisition requires the candidate to have a minimum of the following clearance(s)

None

This requisition requires the hired candidate to have or obtain, within one year from the date of hire, the following clearance(s)

None

Salary compensation range and midpoint

$132,000 - $165,000 - $198,000 Annual

Work Location Type

Onsite

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local or international law.

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