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Role Description

This role provides strategic leadership and end-to-end ownership of the ServiceNow HR Service Delivery (HRSD) platform, driving transformation in global HR operations. The Senior Manager will lead platform implementations, post-go-live optimization, and adoption of advanced agentic AI capabilities to enhance employee experience, operational efficiency, and case deflection. Collaborating with HR leaders, IT teams, and global stakeholders, this role will deliver measurable business value and elevate HR’s strategic impact. Success is measured by platform adoption, automation of HR processes, and demonstrable improvements in service delivery. The position offers a technology-forward environment where innovation, analytics, and AI-driven solutions are central to advancing HR service excellence. Travel is minimal, allowing focus on strategic initiatives while maintaining close stakeholder engagement.

• Define and own the multi-year HRSD platform strategy, roadmap, and prioritized initiatives aligned with HR priorities, employee experience goals, and digital transformation objectives.
• Lead the global rollout and functional design of HRSD modules, including Case & Knowledge Management, Employee Center Pro, Lifecycle Events, Virtual Agent, and integrated workflows.
• Drive platform maturation and continuous optimization using adoption analytics, employee feedback, journey mapping, and iterative enhancements to improve self-service and agent productivity.
• Champion agentic AI adoption for autonomous HR tasks, predictive case resolution, proactive workflows, and AI-driven employee support.
• Influence global stakeholders and cross-functional teams while enforcing governance, compliance, security, and ServiceNow best practices.
• Own the product backlog, prioritize features, enhancements, integrations, and technical debt using Agile methodologies.
• Establish KPIs and metrics to measure success, report ROI, and guide data-driven decisions for HR operations.

Qualifications

• 8+ years of experience in HR technology, product management, or HR service delivery transformation, including 4–5+ years in senior or lead roles managing enterprise HR platforms (ServiceNow HRSD preferred).
• Proven track record with full-cycle ServiceNow HRSD implementations or major platform maturations, including modules such as Employee Center Pro and Case Management.
• Deep understanding of HR service delivery, self-service strategies, employee journey mapping, and global HR operations.
• Strong Agile product management expertise and familiarity with tools like Jira, ServiceNow SPM/ITBM, or Aha!.
• Exceptional leadership, executive influence, communication, and collaboration skills in a global, matrixed environment.
• Bachelor’s degree in Business, HR, Information Systems, Technology, or related field (Master’s or MBA preferred).
• Preferred: ServiceNow certifications, experience with AI/agentic features (Now Assist, AI agents, predictive intelligence), HRSD integration with HCM systems, and change management expertise.

Benefits

• Competitive salary range: $150,900 – $325,900, depending on experience and location.
• Comprehensive healthcare, dental, and vision coverage.
• 401(k) benefits with potential employer matching.
• Paid time off and holidays.
• Flexible work location within the United States.
• Opportunities for professional development, leadership growth, and exposure to advanced HR technology and AI innovations.

Company Description