HR Shared Services Delivery Tools Manager

Jobtailor; United States; On-site; USD 110,000 - 165,000; Full time

Job summary

Jobtailor is seeking an HRSS Tools Product Lead to synchronize the roadmap for HR service delivery technologies across a global organization. You will guide deployments, coordinate cross-functional teams, and ensure consumer-like experiences through case management, portals, and automation.

Lead voice-of-customer sessions, benchmark trends, enforce security and privacy compliance, and deliver training. Strong program management, Agile experience, and effective stakeholder communication are

Qualifications

• Bachelor’s degree in HRIS, IT, HR or business administration.
• 7+ years’ experience with HRSS service delivery technologies.
• Experience deploying service delivery tools and leading transformational projects.
• Ability to translate strategy into measurable objectives and delivery.
• Strong communication and cross-functional collaboration skills.
• Knowledge of HR compliance and data privacy laws.

Responsibilities

• Develops and prioritizes the strategic roadmap for HRSS delivery tools.
• Assesses current tools and identifies improvement opportunities.
• Leads stakeholder sessions to capture feedback on HRSS delivery experience.
• Oversees tool ecosystems including case management, portals, and automation.
• Drives omni-channel service delivery adoption and reduces manual effort.
• Ensures tool documentation, training, and compliance with security standards.

Skills

HRSS Service Delivery Technologies

ServiceNow HRSD

Agile Methodology

Project Execution

Stakeholder Engagement

Influencing Without Authority

Data Privacy

Education

Bachelor’s degree in HRIS, Information Technology, Human Resources, Business Administration

Tools

Jira

SmartSheet

Workday

Paradox

Job description

• Develops the prioritized, strategic roadmap for HRSS service delivery tools in alignment with the HRSS future state vision
• Assesses existing HRSS service delivery tools to identify areas of improvement and transformation
• Conducts voice of customer sessions and stakeholder listening sessions to understand successes and opportunities in the HRSS service delivery experience
• Executes research and conducts benchmarking activities to identify current, emerging, and future trends in HRSS tools and systems
• Oversees all aspects of tools used in HRSS service delivery including, but not limited to case management, self-service portals, knowledge management platforms, process automation, and communication tools
• Leads cross functional teams through the definition of requirement, development, implementation, and sustainment of HRSS service delivery tools with the goal of creating consumer‑like experiences
• Works with service delivery leadership to define the omni‑channel service delivery matrix to drive adoption, reduce manual effort, and improve the employee experience
• Puts processes in place to ensure tools are up to date, relevant, and optimized and product documentation is in place
• Partners with key stakeholders to ensure compliance with relevant security standards and regulations
• Creates and maintains a prioritization methodology and backlog to respond to changing priorities
• Collaborates with key departments and stakeholders to effectively communicate updates, changes, and best practices related to HRSS service delivery tools
• Ensures development and delivery of training programs for HRSS team members, employees, and other key groups.

Requirements

• Bachelor’s degree in HRIS, Information Technology, Human Resources, Business Administration
• Minimum 7 years’ experience with HRSS service delivery technologies (case management, portal, communication, RPA)
• Proven experience in developing and executing service delivery tool deployments
• Exceptional ability to influence without authority and a proven history of successful project execution, leading peers, partners, and leaders through transformational projects
• Ability to translate strategy to independently set objectives, prioritize multiple deliverables, and execute through delivery
• Business acumen and the ability to translate organizational objectives to business results
• Experience with modern development tools and processes (Agile, Jira, SmartSheet)
• Demonstrated success in implementing service delivery tools in a dynamic, global environment
• Excellent and proactive communicator with the ability to influence and collaborate at all levels of the organization and across organizational boundaries
• Knowledge of HR compliance and data privacy laws
• Proficiency with ServiceNow HRSD, Paradox, HR technology, Workday, and workflow automation tools.

Core Competencies

Demonstrates expertise in HRSS service delivery tools, including case management and process automation, while effectively leading cross-functional teams to enhance employee experiences. Proficient in compliance with HR regulations and skilled in utilizing modern development methodologies and tools to drive successful project execution.

Highest-signal resume keywords

• HRSS Service Delivery Technologies
• ServiceNow HRSD
• Agile Methodology
• Project Execution
• HR Compliance

ATS Optimization Keywords

Hard Skills

• HRSS Service Delivery Technologies
• ServiceNow HRSD
• Case Management
• Process Automation
• Workflow Automation
• RPA
• Agile Methodology
• Jira
• SmartSheet
• HR Technology

Soft Skills

• Influencing Without Authority
• Proactive Communication
• Collaboration
• Business Acumen
• Stakeholder Engagement

Industry Keywords

• HR Compliance
• Data Privacy Laws
• Voice of Customer
• Stakeholder Listening
• Omni-Channel Service Delivery

Tools & Technologies

• ServiceNow HRSD
• Paradox
• Workday
• Jira
• SmartSheet