Director, HR Service Delivery Systems

• Develop and maintain the service delivery strategy and roadmap, including the ServiceNow HRSD business product vision and strategy for HR Services operations technology such as phone and quality monitoring platforms
• Lead governance, enhancements, and demand management, including processes, forums, and decision-making activities
• Manage intake, assessment, prioritization, and approval of enhancement requests
• Identify, evaluate, and implement opportunities to streamline or improve processes, enhance system functionality, and increase self-service capabilities
• Drive continuous improvement initiatives that increase efficiency, quality, and employee satisfaction
• Partner with McKesson Technology, Centers of Excellence, and stakeholders to advance objectives
• Create business cases for technology investment and qualify the value created through technology investment
• Own product strategy, governance, demand management, prioritization, roadmap, business requirements, stakeholder alignment, release preparedness, adoption, and value realization
• Serve as the primary liaison between HR service delivery stakeholders and technology teams
• Scope current-state HR processes and workflows, identify friction points and manual workarounds, and design simplified future-state workflows
• Leverage automation and AI responsibly to enhance HR service delivery systems and employee experience

Requirements

• Degree or equivalent and typically minimum 10 years of relevant experience
• Previous experience in a shared services operations environment
• Technology fluency, including automation and AI
• Communication skills, written and verbal
• Attention to detail
• Project management
• Relationship management
• General HR knowledge foundation
• Preferred: Direct ServiceNow HR Service Delivery (HRSD) experience

Core Competencies

Demonstrates expertise in developing and maintaining service delivery strategies, with a strong focus on HR service operations technology, including automation and AI. Proven ability to manage stakeholder relationships, enhance system functionality, and drive continuous improvement initiatives.

Highest-signal resume keywords

• ServiceNow HR Service Delivery (HRSD)
• Process Improvement
• Project Management
• Stakeholder Management
• Technology Fluency

Hard Skills

• Service Delivery Strategy
• Governance Management
• Enhancement Request Management
• Workflow Design
• Automation Implementation
• AI Integration
• Business Case Development
• HR Process Scoping
• Quality Monitoring
• Self-Service Capability Enhancement

Soft Skills

• Communication Skills
• Attention to Detail
• Relationship Management

Industry Keywords

• Shared Services Operations
• HR Knowledge Foundation
• Continuous Improvement
• Employee Satisfaction

Tools & Technologies

• ServiceNow
• HR Services Technology
• Phone Monitoring Platforms
• Quality Monitoring Platforms