- 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 robust 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