People Services & Support Technology Lead

Apple•Austin, TX

About The Position

The People Technology team is seeking a technology expert who translates HR functional strategy into product delivery, owning the roadmap and execution across our People Services & Support Technology suite of products. This People Services & Support Technology lead serves as the strategic bridge between business leadership and technology, translating business strategy, priorities, and operational needs into clear technical requirements and executable initiatives. This role partners closely with business stakeholders and technology teams to define what the business needs, align technology solutions to those needs, and drive execution through delivery. They ensure initiatives remain aligned to business objectives, requirements are understood and prioritized, and technology outcomes ultimately deliver measurable business value. This role is a multi-faceted leadership role that requires deep functional partnership, extensive HR shared services expertise, robust ServiceNow HRSD knowledge, and the ability to translate strategic objectives into tangible technology and business outcomes. The ideal candidate possesses profound experience in multi-channel HR service delivery, encompassing AI-powered agents, chat, phone, and case management. Additionally, they should demonstrate a proven track record of leveraging emerging AI capabilities to modernize and enhance the employee support experience. You will work closely with HR business leaders, People Technology partners, and a talented product and execution team to ensure our technology is always working in service of the business.

Requirements

10+ years of direct experience managing a diverse technology portfolio for an HR Shared Service Center
Experience in a product owner, functional lead, or HR technology strategy role
Experience managing a multi-channel suite of technology products including self-service, virtual and live assisted chat, phone/IVR, and case management
5+ years of ServiceNow HRSD product experience
ServiceNow Certified Implementation Specialist (CIS) – HRSD certification.
Experience using GenAI to develop innovative solutions for HR Contact Centers
Proven track record of partnering with HR business leaders to deliver technology outcomes
Ability to build and maintain strong relationships
Experience working with cross-functional teams
Willingness to lead work of others, including contractors, enabling a high performing and cohesive team
Experience presenting to senior leadership and the ability to adjust communication approach for both technical and non-technical audiences.
Proven capability delivering global, enterprise HR solutions that balance an exceptional support experience and complex compliance requirements
Ability to use data and analysis to drive decision-making
Outstanding communication and facilitation skills
Proven success in creating efficient business processes
Demonstrated ability to complete multiple tasks under pressure
Drives change laterally across regions and organizations using influence skills
Thrives in ambiguous work environment
Leadership and mentoring abilities.
Ability to collaborate with team members in a virtual setting.
Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.

Nice To Haves

Advanced certifications in project management (e.g., PMP, Agile certifications) or HR management (e.g., SHRM, PHR/SPHR) are a plus
Experience with integrations between ServiceNow HRSD and other HR systems (e.g., Workday)
Experience with data privacy and security regulations (e.g., GDPR, CCPA)
Familiarity with Workday or similar HCM platforms preferred
Master's degree preferred

Responsibilities

Owns the roadmap and execution across our People Services & Support Technology suite of products.
Serves as the strategic bridge between business leadership and technology, translating business strategy, priorities, and operational needs into clear technical requirements and executable initiatives.
Partners closely with business stakeholders and technology teams to define business needs, align technology solutions, and drive execution.
Ensures initiatives remain aligned to business objectives, requirements are understood and prioritized, and technology outcomes deliver measurable business value.
Leverages emerging AI capabilities to modernize and enhance the employee support experience.
Works closely with HR business leaders, People Technology partners, and a product and execution team to ensure technology serves the business.
Manages a multi-product roadmap and influences stakeholders across HR and IT.
Leads work of others, including contractors, enabling a high performing and cohesive team.
Presents to senior leadership and adjusts communication approach for both technical and non-technical audiences.
Delivers global, enterprise HR solutions that balance an exceptional support experience and complex compliance requirements.
Evaluates solution options and formulates business cases.
Uses data and analysis to drive decision-making.
Creates efficient business processes and challenges the status quo.
Completes multiple tasks under pressure.
Drives change laterally across regions and organizations using influence skills.
Collaborates with team members in a virtual setting.