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 solid 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

📌 Director, HR Service Delivery Systems (Mississauga)
🏢 Jobtailor
📍 Mississauga