Sr Director, HR Specialized Services

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 an AI-first leader in HR solutions, while ensuring that the 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, and requires 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…