Develop and maintain the service delivery strategy and roadmap, including the Service Now 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 setting
- Technology fluency, including automation and AI
- Communication skills, written and verbal
- Attention to detail
- Project management
- Relationship management
- General HR knowledge foundation
- Preferred: Direct Service Now 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

- Service Now 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

- Service Now
- HR Services Technology
- Phone Monitoring Platforms
- Quality Monitoring Platforms

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