- 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 workplace - 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

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