Senior Manager, HR Service Technology & Enablement

Job Summary

The Senior Manager, HR Service Technology & Enablement plays a critical leadership role in enabling next generation HR service delivery through GenAI assisted experiences, operational excellence, and strong product ownership of ServiceNow HRSD.

This role is intentionally functional, outcome oriented, and business led-focused on applying GenAI to assist HR users and fulfillers in meaningful ways (not experimentation for its own sake), ensuring reliable, scalable day to day operations, and shaping the future roadmap for HR service technology globally.

The successful candidate combines HR service domain expertise, GenAI application judgment, and platform ownership mindset, and is comfortable operating across strategy, run, and transformation in a global, matrixed environment.

The Senior Manager, HR Global Service Technology must collaborate with global HR support stakeholders, IT partners, vendors, and cross-functional teams to align technology capabilities with business needs, ensure compliance with data privacy regulations, and deliver continuous improvements that elevate worker user experience.

The successful candidate for this role will be someone who can combine HR operational expertise with technical and process acumen, lead transformation initiatives leveraging GenAI and automation, and foster collaboration in a global, virtual environment while maintaining a strong focus on innovation and measurable outcomes.

Responsibilities

GenAI Functional Enablement - Assist, Not Hype

• Identify and lead high-value GenAI use cases that improve employee and HR agent experience (e.g. digital workers, intelligent guidance, Virtual Agent).
• Act as a functional product owner for GenAI-enabled HR services, translating HR service needs into well-governed AI interactions.
• Define guardrails, success measures, and evaluation criteria for GenAI usage (helpfulness, containment, cycle-time impact, adoption).
• Partner with HR, IT, Privacy, Legal, and Security to ensure responsible AI application, data privacy compliance, and global readiness.
• Drive change management and adoption, ensuring GenAI capabilities are trusted, understandable, and embedded into everyday HR operations.

Service Operations & Reliability - Run Excellence

• Lead and continuously improve the operational health of HR service delivery technology (case management, knowledge, routing, automation).
• Oversee run governance: backlog health, SLA/OLA performance, incident and defect themes, and demand intake controls.
• Use operational data and trends to identify root causes, eliminate repeat drivers, and improve service reliability.
• Balance run stability with innovation, ensuring transformation does not compromise day-to-day service performance.
• Partner with regional HR operations to support consistent global service delivery, while respecting regional requirements.

Product & Platform Ownership - HRSD / Employee Center / Virtual Agent

• Own and evolve the HR ServiceNow product roadmap, including HRSD, Employee Center, Knowledge, Virtual Agent, and related capabilities.
• Define product vision, prioritize enhancements, and align delivery to business outcomes and employee journeys.
• Establish and maintain platform standards, design patterns, and governance across intake, catalog, workflows, and content.
• Collaborate with IT, vendors, and internal delivery partners to ensure high-quality, predictable delivery.
• Measure and communicate value realization through experience, efficiency, and operational metrics.

Core Responsibilities

• Serve as a senior functional leader bridging HR operations, GenAI enablement, and service technology.
• Partner closely with HR COEs, Service Operations, IT, and external partners in a global, matrixed model.

HRIS Expertise: Leverage experience with HR systems (e.g., Workday, SAP HCM, payroll platforms) to support data integrity and process improvements.

• Lead cross-regional initiatives and workstreams, influencing without direct authority.
• Use data and insights to guide prioritization, investment decisions, and continuous improvement.
• Coach and mentor team members and partners, fostering a culture of practical innovation, accountability, and learning.

Qualifications

• 7+ years experience in HR service delivery, HR operations, or HR technology, with increasing leadership responsibility.
• Strong functional understanding of ServiceNow HRSD / Employee Center / Knowledge / Virtual Agent (administration and product mindset; coding not required).
• Demonstrated experience applying automation or GenAI capabilities in HR or service delivery contexts.
• Proven ability to operate in a run + transform environment (stability and innovation simultaneously).
• Experience partnering across global regions, time zones, and governance models.
• Strong analytical, stakeholder management, and change leadership skills.

Preferred / Differentiating Experience

• Hands on experience with GenAI assisted service or knowledge experiences (Copilot/Claude/ChatGPT prompt engineering, chatbot/VA, digital workers).
• Background in HR systems such as Workday, SAP HCM, payroll platforms, or case management ecosystems.
• Experience designing or governing knowledge and content for both human and AI consumption.
• Exposure to operational analytics, service management metrics, and experience measurement.