HR Service Delivery Manager (ServiceNow HRSD) - 100% Remote

Our Customer is a business and financial software company that develops and sells financial, accounting, and tax preparation software and related services for small businesses, accountants, and individuals. They are laser-focused on their customers, live and breathe innovation, and champion those who dare to dream. Their Mission is powering prosperity around the world. They do it by attracting the world’s top talent, bringing vital partners into their global platform, and leaving the world a better place through exceptional corporate citizenship.

We are seeking a HR Service Delivery Manager on a contract basis to support our Customer's business needs. This role is 100% remote. Candidates in San Diego, CA or Atlanta, GA preferred.

The HR Service Delivery Manager plays a key role in advancing the global HR Service Delivery strategy by driving continuous improvement, optimizing employee service experiences, and ensuring high-quality digital HR services on the ServiceNow platform.

This role partners closely with Service Owners, Service Delivery Leads, the Knowledge Manager, People Experience, COEs, and IT/platform teams to enhance the Employee Service Center, streamline HR workflows, refine AI/chat support channels, and ensure HR services are intuitive, accessible, and globally consistent.

You will execute on HRSD governance standards and continuous improvement priorities established by the Service Delivery Leader, who owns global governance, standards, roadmap alignment, and cross-functional ServiceNow governance.

Responsibilities:

• Execute HR Service Delivery strategy by improving service quality, workflow efficiency, and digital employee experience across ServiceNow HRSD
• Maintain global HR service taxonomy to ensure services align with enterprise standards for classification, design, and discoverability
• Drive continuous improvement through analysis of service metrics, employee feedback, case trends, channel performance, and workflow opportunities
• Partner with Service Owners, Service Delivery Leads, and Centers of Excellence to refine services and implement enhancements aligned with governance and roadmap priorities
• Collaborate with People Experience and platform teams to improve usability, navigation, personalization, and accessibility of the Employee Service Center
• Support optimization of AI-enabled support channels, such as virtual agents and chat platforms
• Validate service changes and support release readiness, including documentation, communications, and adoption activities
• Partner with reporting and analytics teams to maintain dashboards and identify performance improvement opportunities

Skills and Qualifications:

• Minimum of 5 years of experience in HR Operations, HR Service Delivery, Shared Services, or HR technology environments
• Strong understanding of ServiceNow HRSD, including Employee Center, case and knowledge models, taxonomy, and digital support channels
• Experience leading or supporting continuous improvement and service optimization initiatives
• Strong analytical skills with the ability to translate data insights into actionable improvements
• Ability to collaborate across global teams and technical partners
• Strong communication skills with the ability to simplify complex concepts and influence change

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits: Medical, Dental, and 401k (no match)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.