Director, HR Shared Services

Reports to: Chief People Officer  

Location: Dublin, Ireland (Office-Based or Hybrid)

Position Summary:

The Director of HR Shared Services leads the end-to-end HR Shared Services function, establishing a modern, scalable service organization that delivers a consistent, high quality employee experience globally. This role is a cornerstone of the company’s Workday transformation and broader evolution toward a Systemic HR operating model. 

The Director is accountable for building a high performing, AI enabled HR service organization that integrates self-service, automation, intelligent case management, and proactive support to our colleagues across 40+ countries globally. A core mandate of the role is to shift HR Shared Services from reactive ticket resolution to predictive, insight driven service delivery, strengthening HR’s credibility, maturity, and impact across the enterprise. 

Responsibilities:

HR Shared Services Leadership & Scope

• Design and implement a global HR Shared Services operating model, aligned to Workday and enterprise transformation goals. 
• Establish clear service scope, ownership, and escalation paths across Tier 0 (self-service), Tier 1, and Tier 2 support. 
• Serve as the front door to HR for most employee inquiries, ensuring a consistent and high quality experience. 
• Establish clear ownership, accountability, and governance across HR service delivery activities. 

Operating Model Transformation (Systemic HR) 

• Drive the Shared Services function up the Systemic HR maturity curve, progressing from cost and efficiency focused operations toward solution centric, problem oriented service delivery. 
• Identify and redesign outdated or fragmented processes, leveraging AI agents, intelligent automation, smart forms, and workflow optimization to reduce manual effort and errors. 
• Build a culture of flawless execution, using service excellence as the foundation for expanded HR capability and trust. 

Employee Experience & Service Design 

• Champion an employee centric service model where experiences are codesigned, tested, measured, and continuously improved. 
• Embed clear accountability across end-to-end HR processes by partnering with experience owners, service delivery owners, and technology owners. 
• Ensure HR services are intuitive, accessible, and aligned to how employees actually work and seek support. 

Technology & AI Enablement 

• Partner closely with HR Technology, IT, and vendors to implement AI powered HR service capabilities, including intelligent case management, automated classification and routing, and enriched case data through native HCM integration. 
• Ensure a unified employee experience platform serves as the primary entry point for HR support, information, and transactions. 
• Maintain strong data architecture, data quality, and ethical governance of AI and people data, with ongoing monitoring as AI capabilities expand across HR systems. 

Service Performance, Analytics & Continuous Improvement 

• Define, monitor, and continuously improve service level agreements (SLAs) focused on quality, speed, and employee experience. 
• Use data and analytics to measure and improve HR service performance across efficiency, experience, effectiveness, and employee productivity. 
• Translate service metrics into clear, compelling narratives for senior leaders, enabling informed decision making and prioritization. 
• Build a data driven culture within Shared Services, with shared definitions, governance, and responsible use of people data. 

Team Leadership & Capability Building 

• Build, lead, and develop a high performing global Shared Services team with a strong customer service and continuous improvement mindset. 
• Coach leaders and team members to operate with a consulting mindset, strong judgment, and accountability for outcomes. 
• Model human centered leadership by creating an environment where team members grow, thrive, and deliver excellent employee experiences every day. 

Cross Functional Partnership 

• Collaborate closely with HRBPs, HR COEs, Finance / Payroll and IT to ensure Shared Services is fully integrated into the broader HR operating model. 
• Align HR service delivery with enterprise priorities, ensuring seamless execution across systems, processes, and policies. 

Qualifications: 

Required 

• 8–12 years of progressive HR experience, with at least 5 years in a leadership role overseeing HR Operations, HR Shared Services, or a related function. 
• Demonstrated success managing a multifunction HR service delivery organization, including but not limited to onboarding, payroll coordination, benefits administration, and HR data management. 
• Experience designing and implementing AI enabled or technology driven HR service improvements, including case management and self-service platforms. 
• Experience supporting global or multi-region (Americas, EMEA and Asia Pacific) HR operations. 
• Strong command of HR data governance, data privacy (GDPR or equivalent), and ethical use of people analytics. 
• Proven track record in continuous process improvement, change management, and operational excellence without compromising employee experience. 
• Ability to translate data into meaningful insights and influence senior leaders with evidence based storytelling. 

Preferred 

• Experience operating within a Systemic HR or similarly integrated HR operating model with HRBPs, COEs, and HR Shared Services.  
• Familiarity with AI powered HR technologies (e.g., Workday).  
• Bachelor’s degree in Human Resources, Business Administration, or related field; advanced degree or CIPD/SHRMSCP/SPHR preferred; or equivalent experience.

What We Offer:

• A great Team and culture – please see our colleague video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
• An attractive salary and benefits package.
• A commitment to inclusion, belonging, and colleague well-being through global initiatives and resource groups.
• A company committed to making a real difference by advancing the world’s infrastructure for a better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.

About Bentley Systems:

Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance.

www.bentley.com 

Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.

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