Senior Director of Shared Services

Job Title
Senior Director of Shared Services
Section
Operations
Department
Shared Services
Reporting to

Vice-President of Operations

Job Purpose

The Senior Director of Shared Services provides strategic oversight and coordination across the museum’s infrastructure functions, including Finance, Human Resources, Procurement, and Facility Management.

This pivotal role ensures these enabling services are responsive to the needs of the museum's core mission while maintaining the highest standards of compliance, accountability, and efficiency.

As the backbone of the Museum’s operational ecosystem, this role enables cultural and public-facing departments to flourish through sound infrastructure and coordinated support.

The Senior Director is responsible for strategic planning, cross-functional alignment, and service innovation across all shared service areas.

This role requires a results-driven leader with extensive experience in organizational operations, exceptional financial and administrative skills, the ability to foster collaboration across departments and align administrative systems with the Museum’s strategic priorities and organizational values.

With a focus on excellence, compliance, and continuous improvement, the Director plays a vital role in sustaining the Museum’s long-term stability and mission delivery, fostering a culture of transparency, excellence, and support.

Roles and Responsibilities
Strategy and Planning

Lead strategic planning for all shared service areas, ensuring operational support aligns with MoWC’s mission and strategic goals.
Contribute to museum-wide initiatives, acting as a key operational advisor to VP Operations.
Define annual work plans, targets, and KPIs for each unit under Shared Services.
Develop and implement a comprehensive shared services strategy that supports the museum’s mission and aligns with its long-term goals

Operational Oversight

Oversee HR operations including talent acquisition, development, retention, and compliance.
Oversee building and facilities management, ensuring a secure, safe, and welcoming environment.

Risk Management

Implement and oversee risk management practices across departments.

Budget Management

Develop, manage, and monitor the Shared Services budget in collaboration with the Finance Department.
Policies, Processes, and Procedures
Monitor and enforce internal control frameworks and regulatory compliance.
Establish metrics and key performance indicators (KPIs) for evaluating the performance of shared services against organizational objectives.
Implement best practices and innovative solutions that streamline processes and improve service outcomes across the Museum.
Ensure compliance with all legal, regulatory, and ethical standards in service operations and provide oversight of contracts and policy review.
Live by MoWC values, ethical standards, and governance.

Functional Accountabilities

Support interdepartmental coordination to meet the evolving operational needs of MoWC.
Oversee the operational and financial performance of shared services functions, ensuring efficiency, effectiveness, and high- quality service delivery.
Collaborate with senior leadership to identify opportunities for cross-departmental service enhancements that drive value.
Act as the primary liaison between shared services and department heads, facilitating open communication and collaborative problem-solving.
Manage complex projects from inception to completion, ensuring adherence to timelines, budgets, and quality standards.
Evaluate current service offerings and make data-informed recommendations for improvements, modifications, or expansions.
Drive initiatives for organizational change by promoting a culture of service excellence and continuous improvement.
Navigate and address conflicts and challenges within shared services and across departments promptly and effectively.
Stay abreast of industry trends and innovations in shared services management and museum operations.

Stakeholder Management

Represent shared services at board meetings and with key stakeholders to communicate progress, challenges, and strategic direction.
Foster relationships with key external partners and vendors to enhance service delivery and support museum initiatives.
Champion diversity, equity, and inclusion initiatives within shared services, ensuring equitable access to services for all stakeholders.

People Management

Manage and support team members in performing their tasks in line with established policies and procedures.
Guide, mentor, and develop the Shared Services team to ensure continuous growth and achievement of functional objectives.
Set clear performance goals, provide regular feedback, and support professional development through coaching and formal evaluations.
Delegate authority appropriately to empower team members and encourage accountability.
Contribute to workforce planning, recruitment, and performance management while promoting employee engagement and motivation.
Foster a high-performance, inclusive, and collaborative work culture aligned with the museum’s values.
Promote innovation and contribute to a positive, inspiring, and diverse workplace.
Maintain high personal standards and ensure excellence across the section.

Education and Certifications

Required: Bachelor’s degree in business administration, Finance, Law, or related field.
Preferred: International qualification in Management, or further training in cultural/non-profit administration.

High integrity and ethical judgement

Proactive, systematic, and collaborative
Exceptional strategic thinking and problem-solving skills, with the ability to translate complex concepts into actionable plans.
Strong leadership capabilities, characterized by the ability to motivate and inspire diverse teams towards common goals.
Excellent interpersonal skills, facilitating effective communication with stakeholders at all organizational levels.
Proficient in using various project management methodologies and tools to ensure timely project delivery.
Strong negotiation and conflict resolution skills, enabling effective management of diverse stakeholder needs.
Thoughtful data analysis capabilities with a focus on deriving insights for informed decision-making.
Competence in technology solutions that facilitate shared services operations, including enterprise resource planning (ERP) systems.
Adaptability to work in a complex and dynamic environment while managing competing priorities and deadlines.
Regarded as a trusted advisor and influencer with the ability to engage and align diverse teams with institutional objectives.
Commitment to fostering a culture of accountability, transparency, and ethical conduct within the organization.
Skilled in the implementation of change management strategies and practices to facilitate successful transitions.
A passion for the mission of museums and commitment to enhancing community engagement through shared services.
Critical thinking capabilities, enabling proactive identification of risks and the development of mitigation strategies.
Outstanding organizational skills, with attention to detail and a focus on delivering high-quality results.
Exceptional project management skills, with a demonstrated ability to lead complex, cross-functional initiatives successfully.
Capacity to foster a culture of collaboration and continuous improvement among diverse teams.
Excellent communication and presentation skills, capable of effectively engaging a wide range of stakeholders, including board members and donors.
Commitment to diversity, equity, and inclusion principles in service delivery and team management.
Ability to leverage data analytics for decision-making and continuous service optimization.
Strong negotiation skills and experience in vendor management and external partnerships.
Capacity to travel as required for stakeholder engagement and professional development.