Director, HR Service Delivery Systems

Develop and maintain the service delivery strategy and roadmap, including the Service Now 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 Service Now 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

Service Now 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

Service Now

HR Services Technology

Phone Monitoring Platforms

Quality Monitoring Platforms

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