HRSD & Moveworks Lead; EMEA)

We are looking for a highly experienced HRSD & Moveworks Lead to drive and expand our Human Resources Service Delivery (HRSD) and AI-powered employee experience capabilities across the EMEA market. This leadership role combines deep technical expertise, strategic capability ownership, customer advisory, and hands-on delivery support. As part of the Service Now Center of Excellence, you will lead our HRSD and Moveworks capability, helping organizations transform employee services through intelligent workflows, automation, enterprise search, and agentic AI experiences.

The role follows a dual mandate: supporting complex client programs and critical escalations while also building the frameworks, accelerators, standards, and talent capabilities that drive long-term growth across multiple accounts.

• Provide architecture-level leadership and oversight for complex Service Now HRSD implementations.
• Act as a senior technical advisor on HR Service Delivery;
  Employee Center;
  Case and Knowledge Management;
  Employee Journey Management;
  Moveworks integrations and administration; HRSD and ITSM crossover workflows.
• Support large-scale enterprise transformations involving Multi-department HR case management;
  Employee self-service modernization; AI-powered enterprise search;
  Conversational and agentic employee assistance.
• Join delivery teams for high-profile customer engagements to provide solution design and technical governance.
• Lead resolution of P1 and P2 HRSD and Moveworks escalations in partnership with delivery teams and customer stakeholders.
• Own and present capability roadmaps during customer governance and strategic planning sessions.
• Ensure consistent architecture and quality standards across HRSD programs.

• Define and maintain best practices, implementation standards, and quality assurance frameworks for HRSD and Moveworks delivery.
• Build reusable implementation assets, accelerators, templates, and intellectual property that improve delivery efficiency.
• Develop and maintain the HRSD accelerator catalogue, including workflow, case-management, and employee-experience solutions.
• Partner with academy and learning teams to design and deliver HRSD and Moveworks enablement programs.
• Mentor consultants, architects, and delivery teams across the EMEA region.
• Support capability growth through certification, skills development, and community-building initiatives.

• Lead solution architecture activities for HRSD and employee experience transformation pursuits.
• Support complex RFPs and strategic sales opportunities through solution design, effort estimation, and delivery planning.
• Serve as a trusted advisor to customers on HR transformation, employee experience strategy, and AI-enabled workforce services.
• Partner with Service Now, Moveworks, and internal stakeholders to expand market opportunities.
• Establish delivery standards and quality gates for HRSD and Moveworks engagements.

• 10-14 years of professional IT and consulting experience.
• Minimum 6 years of hands-on Service Now HR Service Delivery experience.
• Proven experience leading large-scale HRSD implementations in enterprise environments.
• Experience supporting multiple customers, stakeholders, and delivery teams in a consulting environment.
• Strong understanding of HR service management processes and employee experience transformation initiatives.
• Experience managing technical escalations and customer-facing solution delivery.

• Current Service Now Certified Implementation Specialist – Human Resources (CIS-HR), or demonstrable equivalent HRSD implementation expertise required.
• Additional…