Senior Manager, Portfolio Delivery - HR Service Delivery

Job Overview:

The Senior Manager, Portfolio Delivery - HRSD sets the vision and roadmap for Service Now HR Service Delivery (HRSD) in a mature HR Shared Services environment. The role is focused on driving what's next-modernizing the employee and manager experience and accelerating adoption of next-generation capabilities. The product owner leads evaluation, business casing, and phased rollout of emerging Service Now capabilities (e.g., Employee Journeys, Manager Hub, and AI-driven experiences), and communicates priorities and investment recommendations to HR leadership, including the Sr.

Director and SVP of Talent and Operations. In close partnership with the IT Platform Owner, this role represents HRSD in platform governance, ensuring upgrades and enterprise changes are assessed for HRSD impact and aligned to HR priorities.

The role manages the HRSD analyst and automation lead, oversees the EY AMS relationship, and brings strong executive communication, cross-functional collaboration, and a pragmatic approach to responsible AI adoption.

Key Responsibilities:

Product Strategy & Roadmap Own and evolve the HRSD roadmap, prioritizing capabilities that materially improve employee and manager experience.

Evaluate, business case, and lead phased adoption of Employee Journeys, Manager Hub, and AI-enabled HRSD features.

Translate Service Now releases and emerging capabilities into clear opportunities, sequencing work based on value, readiness, and risk.

Present recommendations, tradeoffs, and funding needs to HR leadership in decision-ready formats.

Agentic AI & Emerging Technology Lead HR's AI-in-HRSD strategy (pilots through scale), including use-case selection, success measures, and operating model implications.

Stay current on agentic AI trends relevant to HR service delivery and identify practical applications within Service Now.

Ensure responsible deployment by addressing data governance, controls, privacy, and change readiness.

IT Partnership & Platform Governance Partner with IT Platform Ownership to evaluate upgrades and enterprise changes for HRSD impact and readiness before release.

Represent HR requirements in Service Now governance forums and align HRSD priorities to the enterprise roadmap.

Guide scalable, integrated HRSD design decisions that protect employee experience and long-term maintainability.

Vendor & Partner Management Manage the strategic relationship with Service Now and monitor vendor roadmap developments relevant to HRSD.Ensure vendor delivery aligns to the roadmap and supports both operational stability and innovation.

Employee & Manager Experience Champion user-centered design and measurable improvements to key employee/manager moments.

Use analytics to monitor adoption and performance, and continuously refine service delivery.

Team Leadership Lead and develop two direct reports (HRSD Analyst; Automation & Process Improvement Lead) to deliver roadmap outcomes.

Build a culture of continuous improvement and experimentation, including thoughtful adoption of AI-enabled ways of working. Total Rewards:

Salary range $130,700 - $185,000

Actual placement within the compensation range may vary depending on experience, skills, and other factors Benefits, subject to election and eligibility:
Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement Annual bonus based on performance and eligibility Requirements:5+ years experience in HR technology, HRIS/product ownership, HR operations, or related roles.

Hands-on Service Now HRSD expertise (configuration, workflow/case management, and service delivery design).Proven ability to build and deliver a product roadmap and communicate priorities and tradeoffs to senior leaders.

Experience managing AMS/implementation partners with accountability for outcomes and service performance.

Working knowledge of AI/agentic concepts in HR service delivery, with ability to assess value, risk, and readiness.

Strong cross-functional partnership skills, especially with IT platform and enterprise stakeholders.

Executive-level communication skills; able to synthesize complex topics into clear, decision-ready recommendations.

Preferred Qualifications People leadership experience, with ability to coach and develop talent.

Agile/SAFe product ownership experience (backlog, sprint planning, and release governance).

Experience with advanced Service Now HRSD capabilities

Familiarity with Service Now Now Assist or comparable AI capabilities in a Service Now environment.

Relevant Service Now certifications (e.g., CSA, HRSD Implementation Specialist; AI/ML-related credentials).Experience in a mature HR Shared Services/HR Operations environment. Company Overview:
Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership…