HR Shared Services Delivery Tools Manager

Softcard (acquired by Google)

HRSS Service Delivery Tools Manager at GPC developing tools for HR service delivery. Leading system implementations and enhancing the HR service delivery experience.

Posted 7/21/2026full-timeWindy Hill • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in HRSS service delivery tools, including case management and process automation, while effectively leading cross-functional teams to enhance employee experiences. Proficient in compliance with HR regulations and skilled in utilizing modern development methodologies and tools to drive successful project execution.

Highest-signal resume keywords

HRSS Service Delivery TechnologiesServiceNow HRSDAgile MethodologyProject ExecutionHR Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HRSS Service Delivery TechnologiesServiceNow HRSDCase ManagementProcess AutomationWorkflow AutomationRPAAgile MethodologyJiraSmartSheetHR Technology

Soft Skills

Influencing Without AuthorityProactive CommunicationCollaborationBusiness AcumenStakeholder Engagement

Tools & Technologies

ServiceNow HRSDParadoxWorkdayJiraSmartSheet

Industry Keywords

HR ComplianceData Privacy LawsVoice of CustomerStakeholder ListeningOmni-Channel Service Delivery

Tech Stack

Tools & technologies

RPAServiceNow

About the role

Key responsibilities & impact

Develops the prioritized, strategic roadmap for HRSS service delivery tools in alignment with the HRSS future state vision
Assesses existing HRSS service delivery tools to identify areas of improvement and transformation
Conducts voice of customer sessions and stakeholder listening sessions to understand successes and opportunities in the HRSS service delivery experience
Executes research and conducts benchmarking activities to identify current, emerging, and future trends in HRSS tools and systems
Oversees all aspects of tools used in HRSS service delivery including, but not limited to case management, self-service portals, knowledge management platforms, process automation, and communication tools
Leads cross functional teams through the definition of requirement, development, implementation, and sustainment of HRSS service delivery tools with the goal of creating consumer-like experiences
Works with service delivery leadership to define the omni-channel service delivery matrix to drive adoption, reduce manual effort, and improve the employee experience
Puts processes in place to ensure tools are up to date, relevant, and optimized and product documentation is in place
Partners with key stakeholders to ensure compliance with relevant security standards and regulations
Creates and maintains a prioritization methodology and backlog to respond to changing priorities
Collaborates with key departments and stakeholders to effectively communicate updates, changes, and best practices related to HRSS service delivery tools
Ensures development and delivery of training programs for HRSS team members, employees, and other key groups.

Requirements

What you’ll need

Bachelor’s degree in HRIS, Information Technology, Human Resources, Business Administration
Minimum 7 years’ experience with HRSS service delivery technologies (case management, portal, communication, RPA)
Proven experience in developing and executing service delivery tool deployments
Exceptional ability to influence without authority and a proven history of successful project execution, leading peers, partners, and leaders through transformational projects
Ability to translate strategy to independently set objectives, prioritize multiple deliverables, and execute through delivery
Business acumen and the ability to translate organizational objectives to business results
Experience with modern development tools and processes (Agile, Jira, SmartSheet)
Demonstrated success in implementing service delivery tools in a dynamic, global environment
Excellent and proactive communicator with the ability to influence and collaborate at all levels of the organization and across organizational boundaries
Knowledge of HR compliance and data privacy laws
Proficiency with ServiceNow HRSD, Paradox, HR technology, Workday, and workflow automation tools.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options