Sr Director, HR Specialized Services

Position Summary:

The Senior Director, HR Specialized Services will play a critical leadership role in reimagining how HR services are delivered at TD SYNNEX. This role is responsible for building and leading a newly formed global HR Shared Services team focused on delivering consistent, high-quality co-worker and leadership support across key HR processes.

We are seeking a high-energy, experienced leader who is passionate about customer service and has a track record of responsiveness, detail orientation, and demonstrated commitment to creating a world-class HR experience. This individual will set the tone for a culture of excellence, innovation, and accountability—shaping a team that is not only operationally effective, but also empathetic and responsive to employee needs. They will be instrumental in positioning TD SYNNEX as a pacesetter in AI-first HR solutions, while ensuring that human touch remains at the heart of moments that matter most. The ideal candidate will thrive in a dynamic, evolving environment where service delivery, technology, and continuous improvement intersect to create measurable business impact. 

This role ensures HR support across Tier 1 (employee and manager service), Tier 2 (specialized support), and Tier 0 (AI-enabled self-service) is efficient, consistent, and enhances the employee and leader experience.  Together with HRIS, this role will ensure the successful stand-up of Tier 0 content, case routing processes, operational readiness, and pilot country onboarding. The Senior Director will ultimately lead the HRSS delivery organization and integrate operations as they mature.

This role operates at the intersection of talent strategy, policy interpretation, HR process design and business alignment, as such, candidates must have broad HR operational experience and proven success in leading HR service delivery or shared services operations. Experience in global HR processes, change management, and digital enablement (including AI-driven solutions) is essential. Individuals without these experiences will not be considered. Further, while this is a global role requiring flexible hours, the position will have core US eastern time zone hours.

Key Responsibilities:

HRSS Service Delivery & Experience

• Stand up and lead global HRSS Tier 1 and Tier 2 delivery teams/ workflows, ensuring excellence in responsiveness, resolution quality, and experience.
• Establish scalable shared services pods aligned to business needs, time zones, and language capabilities.
• Monitor service performance through KPIs, SLAs, and feedback loops, working closely with the HRSS Operations Lead to resolve gaps and drive improvement.

Collaboration on Start-up

• Partner with the HRSS Operations Lead to coordinate readiness activities for Wave 1 countries, including content review, process mapping, and intake planning.
• Align delivery structure with operational requirements, country-specific needs, and system capabilities as identified by the HRSS Operations Lead.
• As HRSS operations scale, ensure a smooth transition of intake, escalation, and support workflows into the delivery organization.

Digital Self-Service (Tier 0) Enablement

• Collaborate internally to implement and evolve AI-driven Tier 0 solutions.
• Ensure content developed by country SMEs and COEs is effectively activated and maintained in the knowledge base for employee and manager self-service.
• Monitor chatbot performance and deflection rates to optimize usage and reduce manual workload.

COE Support & Work Transition

• Coordinate with COE leaders to scope, onboard, and execute shared services support for transactional and repeatable work.
• Establish handoff protocols, work intake governance, and clear RACI for shared services pods supporting COEs.
• Help evaluate offshoring and nearshoring opportunities based on operational and cost-efficiency factors.

Global Service Standards & Stakeholder Alignment

• Implement consistent service standards, escalation processes, and regional support models that allow for global scale with local flexibility.
• Collaborate cross-functionally with HRBPs, ER, Payroll, and Compliance to ensure delivery aligns with enterprise-wide goals.

Qualifications:

• 10–15 years of progressive HR leadership experience, with demonstrated success in HR service delivery or shared services operations.
• Broad HR experience (HRBP experience) and acumen is critical towards ensuring appropriate alignment, development, and product ownership.
• Deep understanding of service delivery structures, shared services technologies, and self-service enablement preferred.
• Track record of leading transformation initiatives, including AI or automation integration and process redesign.
• Experience in managing complex, matrixed organizations across geographies.
• Strong communication, stakeholder influence, and team development skills.
• High learning agility, innovation mindset, and ability to thrive in ambiguity.

Key Competencies:

• Operational Excellence: Builds sustainable, scalable delivery structures with measurable performance and efficiency.
• Digital Fluency: Understands AI, knowledge management, and self-service design.
• Cross-Functional Partnership: Collaborates fluidly across HRIS, Operations, COEs, ER, and country HR leaders; as well as cross-functional stakeholders (Legal, IT, Finance, etc. for end-to-end process redesign).
• Change Leadership: Effectively guides teams and stakeholders through organizational transition.
• Employee-Centric Design: Advocates for and improves the end-user experience.
• Execution Rigor: Delivers through disciplined planning, measurement, and process improvement.

Success Metrics:

• Launch and stability of Tier 0, 1 and 2 HRSS delivery for Wave 1 countries
• Employee/Manager satisfaction with HRSS services
• Tier 0 deflection rate and self-service resolution performance
• Reduction in cost-to-serve through process automation and COE work absorption
• Seamless collaboration and handoffs between HRSS Ops, COEs, and delivery teams
• Expansion readiness for future country waves and new process domains

#LI-Remote

Key Skills

Customer-Oriented, Detail-Oriented, Global Human Resources, HR Business Partnering, HR Shared Services, Human Resources (HR) Technology, People Management, Process Design, Servant Leadership

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.

TD SYNNEX is an E-Verify company