HRIS Service Delivery Lead

SSA Marine•Seattle, WA

About The Position

The HRIS Service Delivery Lead is responsible for the operational delivery, stability, and continuous improvement of the organization's HR technology ecosystem. This includes core HRIS platforms (including Dayforce), talent systems, time-and-attendance solutions, and related HR applications. The role partners closely with HR leadership, business stakeholders, and technical teams to translate HR operational needs into effective enhancements to technical systems, service improvements, and support processes. As part of the career path expansion, this role may expand to include payroll, labor management systems, and broader employee-focused IT services.

Requirements

Bachelor’s degree in Information Technology, Human Resources, Business Administration, or a related field.
Minimum of 1-4 years of experience working with HRIS platforms or HR technology service delivery.
Experience supporting and improving HR systems, integrations, and HR operational processes.
Strong understanding of ITSM/ITIL practices, particularly incidents, problem, and change management.
ITIL v4 certification or have taken training and passed the exam within 90 days of employment.
Excellent communication skills with the ability to translate technical capabilities into HR process impacts.
Excellent verbal and written communication skills, with the ability to interact with clients and stakeholders at all levels.
Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.

Nice To Haves

Experience with the Agile/Scrum framework and supporting toolsets is highly desired, including certification (e.g., Scrum Master, Product Owner).

Responsibilities

Contribute to the product vision and roadmap in collaboration with the HR leadership and the Senior HRIS Manager, ensuring technical alignment with business goals.
As a cross-department liaison, maintain strong working relationships with HR and oversee technical delivery of IT services, including incident and service request management, ensuring client expectations and contractual obligations are met.
Oversee day-to-day operational delivery of HRIS services, ensuring incidents, service requests, and escalations are resolved within defined SLAs.
Act as the primary IT point of contact for HR stakeholders regarding system performance, service delivery, and improvement initiatives.
Coordinate the technical integration of our new Dayforce HRIS system with other systems by interfacing with the data and analytics, infrastructure teams.
Ensure proper tracking of changes, incidents, and enhancements through ServiceNow-enabled ITIL practices.
Drive problem management efforts to reduce recurring issues and improve service reliability.
Support release management, testing cycles, and system upgrades.
Maintain system documentation and operational runbooks.
Assess risks related to system changes and coordinate mitigation activities.
Other duties as assigned.