Director, HR Service Delivery Technology

Job description

Primary Function of Position: The Director, HR Service Delivery Technology is responsible for leading the product strategy, roadmap execution, and continuous improvement of HR service delivery technologies with an AI native approach that support employees across the entire employee lifecycle. Reporting to the Sr. Director, HR Technology & Digital Employee Experience, this leader serves as the primary HR technology partner for HR service delivery experiences, leveraging ServiceNow HR Service Delivery (HRSD), AI-powered capabilities, workflow automation, and knowledge management solutions to enhance employee experience and operational effectiveness. This role sits within the HR organization and works in close partnership with Enterprise Technology, which owns and manages the ServiceNow platform. Together, these teams will deliver scalable, intelligent, and consumer-grade employee experiences while enabling HR service teams with modern tools, automation, and AI-assisted workflows. The successful candidate is product-minded HR technology leader who combines employee-centric design, service delivery expertise, and AI innovation to create modern, seamless, and intelligent HR service experiences. This leader excels at translating HR business needs into scalable technology solutions and building strong partnerships with Enterprise Technology to deliver measurable employee and business outcomes. Key Responsibilities HR Service Delivery Product Strategy & Leadership Own the vision, roadmap, and strategic direction for HR Service Delivery technologies, with a focus on ServiceNow HRSD and digital employee experiences. Partner with HR, Enterprise Technology, and business stakeholders to identify opportunities for innovation, process improvement, and service transformation. Translate business needs into scalable technology solutions that improve employee experiences and operational effectiveness. Employee Experience, Self-Service & AI Innovation Lead the evolution of employee self-service capabilities through knowledge management, AI-powered search, virtual agents, employee AI Assistants and guided experiences. Drive adoption of AI-enabled support solutions that improve service effectiveness, increase self-service resolution, and reduce employee effort. Ensure solutions align with governance, compliance, and responsible AI standards. HR Service Operations & Automation Optimize HR service delivery models by balancing employee self-service, automation, and human support. Drive workflow automation, intelligent case management, and AI-enabled productivity improvements. Improve service quality, resolution times, operational efficiency, and employee satisfaction. ServiceNow HRSD Product Ownership Serve as the primary product owner for ServiceNow HR Service Delivery capabilities, including Employee Center, Case Management, Knowledge Management, Lifecycle Events, Virtual Agent, AI Search, Employee Journeys, Service Catalog, and Workflow Automation. Define requirements, prioritize enhancements, support integrations, and lead stakeholder engagement, testing, release readiness, and adoption activities. Partner with Enterprise Technology teams to ensure secure, scalable, and sustainable platform solutions. Product Governance & Delivery Establish effective intake, prioritization, and governance frameworks for HR technology investments and enhancements. Manage product roadmaps, business cases, and value realization efforts aligned to strategic priorities. Define success measures and ensure delivery balances innovation, user experience, operational stability, and technical sustainability. Analytics, Adoption & Continuous Improvement Leverage data and employee insights to drive continuous improvement of HR services and platforms. Monitor and improve key performance indicators, including employee satisfaction, self-service adoption, knowledge effectiveness, resolution times, first-contact resolution, automation utilization, and productivity. Communicate progress, outcomes, and business value to HR and executive leadership. Stakeholder & Vendor Management Build strong partnerships with Enterprise Technology, ServiceNow, implementation partners, and external vendors. Support vendor strategy, solution evaluations, and roadmap planning. Serve as a trusted advisor to business and HR leaders, influencing decisions through data, collaboration, and measurable outcomes. Leadership & Team Development Lead and develop a high-performing team of product, business analysis, and HR technology professionals. Foster a customer-centric culture focused on employee experience, service excellence, innovation, accountability, and continuous learning. Promote agile ways of working and strong cross-functional partnerships across HR, Technology, and business teams. Preferred Experience, Education & Training: Bachelor's degree in Human Resources, Business Administration, Information Systems, Computer Science, or a related field. 10+ years of experience in HR technology, employee experience, shared services, HR operations, or service delivery transformation. 5+ years of people leadership experience. Deep expertise in ServiceNow HR Service Delivery and employee service management solutions. Experience leading implementation and optimization of enterprise HR platforms and employee workflows. Experience delivering self-service, automation, AI, or digital employee experience initiatives. Strong understanding of HR processes and employee lifecycle experiences. Experience partnering effectively with technology organizations and cross-functional stakeholders. Demonstrated success driving large-scale adoption, change management, and business process transformation. Additional Qualifications Experience with Workday and ServiceNow integration ecosystems. Experience with Generative AI, conversational AI, AI search, and intelligent workflow capabilities. Knowledge of product management practices and Agile delivery methodologies. Experience within highly re