Director, HR Shared Services

About the role

The Director of HR Shared Services will lead a global, AI‑enabled service organisation that delivers a consistent, high‑quality employee experience across more than 40 countries. Reporting to the Chief People Officer, this role is central to Bentley Systems’ Workday transformation and the evolution toward a Systemic HR operating model.

Key responsibilities

• Design and implement a global HR Shared Services operating model aligned with Workday and enterprise transformation goals.
• Establish service scopes, ownership, and escalation paths across Tier 0 (self‑service), Tier 1 and Tier 2 support.
• Drive the function up the Systemic HR maturity curve, shifting from reactive ticket resolution to predictive, insight‑driven service delivery.
• Redesign fragmented processes using AI agents, intelligent automation, smart forms and workflow optimisation.
• Champion an employee‑centric service model, co‑designing, testing and continuously improving experiences.
• Partner with HR Technology, IT and vendors to implement AI‑powered case management, automated classification, routing and enriched case data.
• Maintain data architecture, data quality and ethical AI governance while monitoring performance metrics and service level agreements.

Required profile

• Proven senior leadership experience building and scaling global HR Shared Services or similar service organisations.
• Track record of leading large‑scale HR technology transformations, preferably with Workday.
• Strong change‑management skills and ability to drive cultural shifts toward solution‑centric service delivery.
• Experience partnering with technology, IT and external vendors to deliver AI‑enabled solutions.
• Excellent stakeholder management across multiple regions and functions.

Required skills

• Workday
• Artificial Intelligence (AI) and intelligent case management
• Automation and workflow optimisation
• Data architecture and data quality governance
• HCM integration