Human Resources Assistant Department Director — HR Operations and Service Delivery

City of Durham; Durham (NC); On-site; USD 33,000 - 40,000; Full time

Job summary

The City of Durham is seeking an Assistant Department Director for HR Operations and Service Delivery to lead HRIS, HRConnect, and analytics initiatives across the HR function. This senior role reports to the CHRO and directs multiple divisions to deliver high-quality HR services to approximately 2,800 employees.

The ideal candidate will design scalable HR processes, stabilize HR technology platforms, and implement a service delivery model that ensures departments receive timely, knowledgeable

Qualifications

• Requires Bachelor’s degree in HR, public administration, organizational development, business administration, or related field.
• Nine years of HR experience across at least two related operational functions: HRIS, HR Service Delivery, or HR Data & Analytics.
• Five years of supervisory/management experience.
• Master’s degree is a plus for advanced leadership and analytics.
• Professional HR certification (SHRM-CP/SCP, PHR, SPHR) is preferred.
• Experience in municipal or public-sector HR is advantageous.

Responsibilities

• Oversee HRIS—HR Technology and Information Systems including Oracle Fusion HCM and other platforms.
• Lead HR Connect/ frontline service delivery and establish tiered service models.
• Own HR data strategy, dashboards, and analytics reporting for executives and city leadership.
• Direct multiple HR divisions, supervise managers, and develop staff under the City’s performance framework.
• Manage projects, vendor relationships, and budget responsibilities within HR divisions.

Skills

Leadership

Strategic thinking

Data analytics

HRIS knowledge

Public sector experience

Education

Bachelor’s degree in HR or related field

Master’s degree in related field

Tools

Oracle Fusion HCM

Workday

SAP

Job description

Work, Serve, Thrive. With the City of Durham

Advance in your career while making a real difference in the community you serve.

The City of Durham has retained POLIHIRE to assist with the recruitment and selection of its next Assistant Department Director for HR Operations and Service Delivery.

Salary Midpoint: $150,366

Work Days/Hours: 8:00am - 5:00pm

The City of Durham's Human Resources Department is an accomplished, diverse, energetic team embracing and inspiring the joy of public service. We aggressively challenge assumptions of what is possible, moving towards a future that is more just, productive and rewarding for all employees. Join us if you're ready to share your talents, learn new skills and build relationships in service to the City of Durham!

The Human Resources Department serves approximately 2,800 employees across 26 departments. The department is in a period of significant transformation, including the implementation and stabilization of a new enterprise HCM platform, a restructured service delivery model, and a renewed focus on operational excellence.

POSITION SUMMARY

The Assistant Department Director of HR Operations and Service Delivery is a senior leadership role reporting to the Chief Human Resources Officer. The incumbent oversees multiple divisions within the HR department and serves as a second-level supervisor, providing strategic direction and management oversight to managers and their HR divisions.

This position is responsible for the infrastructure, systems, and service channels that enable the HR department to deliver consistent, high-quality support to the City’s workforce. The incumbent oversees the design and execution of the department’s service delivery model, HR technology systems, frontline service operations, and data and analytics functions.

The ideal candidate is a builder — someone who can design scalable processes, stabilize and optimize HR technology platforms, and stand up a service delivery model that ensures departments receive responsive, knowledgeable HR support. This role requires a leader who is equally comfortable working at the systems level and managing day-to-day operations, and who brings a track record of leading teams through technology transitions and process improvement.

This position provides strategic and operational leadership over multiple HR functional areas. The specific portfolio may include, but is not limited to, the following:

HRIS - HR Technology and Information Systems

• Leads the administration, configuration, and continuous improvement of the City’s HCM platform (Oracle Fusion HCM) and related HR technology systems.
• Oversees system stabilization, post-implementation optimization, and end-user support.
• Partners with IT and vendor teams to ensure data integrity, security, and system integration across platforms.
• Manages the planning and execution of future system modules and enhancements.
• Oversees vendor relationships for HR technology platforms, ensuring contractual performance, knowledge transfer, and transition planning.

HR Connect - HR Service Delivery and Operations

• Oversees HR Connect or equivalent frontline service functions that serve as the primary intake channel for employee inquiries.
• Designs and implements a tiered service delivery model that routes employee-level inquiries through centralized channels and director/manager-level support through assigned HR specialists/portfolios.
• Establishes service standards, response time expectations, and quality metrics.
• Builds and manages an HR liaison or specialist model that provides portfolio-based support to City departments.

HR Data, Analytics, and Reporting

• Owns the department’s data strategy, including the collection, governance, analysis, and reporting of HR metrics and workforce data.
• Develops and maintains dashboards, scorecards, and regular reporting packages for HR leadership, the City Manager’s Office, and other stakeholders.
• Produces ad hoc analyses to support decision-making on workforce planning, compensation, staffing trends, and operational performance.
• Ensures compliance with data governance standards and regulatory reporting requirements.
• Builds internal capacity for data literacy and self-service reporting within the HR department.

Leadership and Team Development

• Directly supervises managers and staff within assigned functional areas; serves as a second-level supervisor overseeing multiple divisions.
• Prioritizes the growth and development of direct reports and their teams, conducting regular 1:1 meetings and managing performance through the City’s EPEP Performance Management framework.
• Invests in building team capacity, initiative, and professional skills.
• Operates in alignment with the department’s operational excellence framework, ensuring all work within assigned divisions reflects a commitment to customer service, communication, compliance, and continuous improvement.
• Collaborates with peer leaders in the HR department to ensure alignment of operations with department strategy.
• Serves as HR Director in the Director’s absence when designated.
• Represents the HR department at meetings, proceedings, and presentations, including City Council when designated.
• Manages assigned projects, vendor relationships, and budget responsibilities within the division.

• Bachelor’s degree in human resources, public administration, organizational development, business administration, or a directly related field.
• Nine (9) years of demonstrated progressively responsible human resources experience in at least two related operational functions: HRIS - HR Technology and Information Systems, HR Service - Delivery and Operations, or HR Data- Analytics, and Reporting.
• Five (5) years of supervisory or management experience.

• Master’s degree in a related field.
• Direct experience leading an HCM or ERP implementation or post-go-live stabilization (Oracle, Workday, SAP, or comparable platform).
• Experience designing or managing a tiered HR service delivery model, shared services center, or HR liaison/business partner structure.
• Experience developing HR analytics, dashboards, or workforce reporting for executive audiences.
• Professional HR certification (SHRM-CP, SHRM-SCP, PHR, SPHR, or IPMA-CP/SCP).
• Experience in municipal or public-sector human resources.