Director, HR Service Delivery Systems

Jobtailor; Mississauga; On-site; CAD 120,000 - 160,000; Full time

Job summary

Jobtailor is seeking a seasoned HR Technology Leader to own the service delivery strategy for HR Services operations technology, including ServiceNow HRSD. You will govern enhancements, manage demand, and drive continuous improvement across processes and self-service capabilities.

You will partner with technology centers, build business cases, and align stakeholders to release preparedness, adoption, and value realization, elevating employee experience.

Qualifications

• 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 ServiceNow HR Service Delivery (HRSD) experience.

Responsibilities

• Develop and maintain the service delivery strategy and roadmap, including the ServiceNow 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.

Skills

Technology fluency

Automation & AI

Communication skills

Attention to detail

Project management

Relationship management

HR knowledge

Education

Degree or equivalent

Tools

ServiceNow HRSD

Phone monitoring platforms

Quality monitoring platforms

Job description

• Develop and maintain the service delivery strategy and roadmap, including the ServiceNow 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 ServiceNow 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

• ServiceNow 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

• ServiceNow
• HR Services Technology
• Phone Monitoring Platforms
• Quality Monitoring Platforms