Strategic HR Service Delivery Leader

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

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.