Senior Manager, ServiceNow HRSD Strategy

Senior Manager, Service Now HRSD Strategy

Join to apply for the Senior Manager, Service Now HRSD Strategy role at Lennar
.

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to communities, and fostering a culture of opportunity and growth for associates throughout their career. Lennar has been recognized as a Fortune 500 company and consistently ranked among the top homebuilders in the United States.

• Own the strategic roadmap for Service Now HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT strategies.
• Lead governance of the Associate Center experience, including page architecture, branding, content standards, and navigation.
• Partner with Associate Innovations and HR Technology teams to manage HRSD releases, feature enablement, and platform integrations (e.g., Workday, Docu Sign, Docebo, Hire Right).
• Establish governance councils and frameworks for content management, assignment groups, and service taxonomy.

• Design and execute change management strategies to drive adoption of HRSD features, including Live Chat, Now Assist, and automated workflows.
• Lead communication and enablement campaigns for new service capabilities and HR process changes.
• Champion Associate and HR agent experience through feedback loops, training, and "voice of the user" insights.
• Serve as strategic liaison between HR Operations and Corporate Communications to ensure unified and consistent messaging.

• Manage and develop a team of indirect‑reporting Knowledge Managers spread across Centers of Excellence - facilitating meetings, training new team members, and ensuring consistent standards and practices.
• Maintain and enhance centralized knowledge bases with clear, structured, and accessible content with a distributed, mobile‑first Associate approach.
• Partner with subject matter experts to capture institutional knowledge and translate it into self‑service resources.

• Develop and maintain a comprehensive People Operations analytics suite leveraging Service Now and Power BI.
• Deliver dashboards and insights on case volume, CSAT, SLA adherence, knowledge usage, Live Chat and virtual assistant metrics, and Employee Center traffic.
• Drive continuous improvement using data to identify bottlenecks, turn backs, escapes, and automation opportunities.
• Lead quarterly business reviews on HRSD performance with senior leadership, recommending actionable improvements.

• Partner with HR COEs, Payroll, IT, and Legal to ensure scalable and compliant HR service delivery.
• Supervise a small team or matrixed resources supporting analytics, knowledge management, and digital content.
• Represent People Operations in cross‑functional initiatives, technology governance forums, and Associate experience focus groups.

• Bachelor’s degree in Human Resources, Business, or related field (Master’s preferred).
• PHR, SHRM‑CP, or Service Now HRSD certification strongly preferred.
• 8+ years in HR Operations, People Services, or HR Transformation within large, complex organizations.
• Proven experience leading or governing Service Now HR Service Delivery (HRSD) platforms, including Employee Center Pro and case/knowledge management modules.
• Strong background in data analytics, dashboard development (Service Now Performance Analytics or Power BI), and storytelling with insights.
• Demonstrated success in change enablement, HR process optimization, and enterprise system governance.
• Experience working cross‑functionally with IT, HRBPs, COEs, and Shared Services to deliver seamless Associate experiences.
• Strategic thinking with a bias for automation and continuous improvement.
• Exceptional communication, stakeholder management, and governance facilitation.
• Ability to translate complex platform data into actionable business insights.
• Proficiency with Service Now reporting, Performance Analytics, and…