Director, HR Shared Services

Role overview

As Director of HR Shared Services, you will own the full HR shared services function and shape a modern, scalable service model that delivers a consistent employee experience across the globe. Reporting to the Chief People Officer, this position is central to the company’s Workday-led transformation and its shift toward a more integrated HR operating model.

You will be responsible for creating a high-performing, AI-supported HR service organization that combines self-service, automation, intelligent case handling, and proactive support for colleagues across more than 40 countries. The role is expected to move the function away from reactive ticket handling and toward predictive, insight-led service delivery that increases HR’s credibility, maturity, and business impact.

HR shared services leadership and operating model

• Build and roll out a global HR shared services structure aligned with Workday and broader enterprise transformation objectives.
• Define service boundaries, ownership, and escalation routes across Tier 0 self-service, Tier 1, and Tier 2 support.
• Act as the main access point for most employee HR queries, ensuring a reliable and high-quality experience.
• Put in place strong governance, accountability, and ownership across all HR service delivery activities.

Transformation toward a systemic HR model

• Advance the shared services team along the Systemic HR maturity journey, shifting from efficiency-only operations to solution-led, problem-solving service delivery.
• Rework legacy and fragmented workflows by using AI agents, automation, smart forms, and better workflow design to reduce manual work and mistakes.
• Promote precise execution and service excellence as the basis for stronger HR capability and trust.

Employee experience and service design

• Lead an employee-focused service approach in which experiences are jointly designed, tested, measured, and continuously refined.
• Strengthen ownership across end-to-end HR processes by partnering with experience owners, service delivery owners, and technology owners.
• Make HR services easy to use, accessible, and aligned with the way employees actually work and request help.

Technology and AI enablement

• Work with HR Technology, IT, and external vendors to implement AI-enabled HR service features such as intelligent case management, automated categorization and routing, and richer case data through native HCM integration.
• Ensure a single employee experience platform serves as the primary gateway for HR support, information, and transactions.
• Maintain strong data architecture, accurate data, and ethical governance for AI and people data, with ongoing oversight as AI use expands across HR systems.

Service performance, analytics, and improvement

• Set, track, and continuously improve service level agreements focused on quality, speed, and employee experience.
• Use analytics to measure and enhance HR service outcomes across efficiency, experience, effectiveness, and employee productivity.
• Convert service data into clear insights and leadership-ready narratives that support decisions and prioritization.
• Encourage a data-led culture within Shared Services with common definitions, governance, and responsible use of people data.

Team leadership and capability building

• Recruit, lead, and grow a high-performing global shared services team with a strong focus on customer service and continuous improvement.
• Coach managers and team members to work with a consulting mindset, sound judgment, and accountability for results.
• Demonstrate human-centered leadership and create a workplace where the team can develop, thrive, and deliver excellent employee experiences consistently.

Cross-functional partnership

• Partner closely with HRBPs, HR COEs, Finance/Payroll, and IT so shared services is fully embedded in the wider HR operating model.
• Align service delivery with enterprise priorities and ensure smooth execution across systems, processes, and policies.

About the company

Bentley Systems provides software used worldwide by infrastructure professionals to design, build, and operate more resilient infrastructure for transportation, water, energy, cities, and related sectors. Founded in 1984 by engineers for engineers, the company supports firms and owner-operators across the full infrastructure lifecycle with digital twin solutions that help unlock data value and improve project delivery and asset performance.

What the company offers

• A strong team culture and an engaging working environment.
• The opportunity to build a career in a global software company serving architecture, engineering, and construction markets.
• A competitive salary and benefits package.
• A commitment to inclusion, belonging, and colleague well-being through global initiatives and employee resource groups.
• The chance to contribute to a mission focused on improving infrastructure and supporting a more sustainable, connected, and resilient world.

Equal opportunity

The employer is committed to equal opportunity in hiring and considers all qualified candidates without discrimination based on race, color, gender or gender identity, sexual orientation, disability, marital status, religion or belief, national origin, caste, age, or any other status protected by local law or unrelated to job qualifications.