Senior Manager, ServiceNow HRSD Program and Solution Management

Deloitte • Tampa, FL

10d • $171,600 - $338,300

About The Position

Deloitte’s Human Capital practice helps organizations address workforce challenges and align talent strategies with business priorities. The HR Strategy & Technology Offering develops global HR strategies and implements HR technologies to improve workforce experience and sustained HR effectiveness.

The Senior Manager leads ServiceNow HRSD engagements and broader portfolio work, including new implementations, use-case expansions, and platform optimization. The role owns engagement delivery and account strategy, serves as a senior client advisor, and guides clients in applying ServiceNow HRSD, conversational AI, agentic AI, generative AI, large language models, and intelligent automation to HR and IT service delivery.

The position leads the design and integration of HRSD and AI Assistant solutions across ServiceNow, Workday, and other HRIS and ITSM platforms. It also advises clients on responsible AI adoption, including governance, data security, change management, and employee trust. The Senior Manager develops and mentors teams, maintains delivery quality, manages risks and changes, and contributes to account and practice growth through business development and thought leadership. Travel may be required 0–50% on average, depending on the work and clients served.

Requirements

• Bachelor’s degree or equivalent experience.
• 8+ years of enterprise platform implementation experience, including ServiceNow, Workday, or another HRIS.
• 2+ years of experience delivering and implementing ServiceNow HRSD.
• 4+ years of experience managing client relationships with Director-level or above stakeholders.
• 5+ years of experience leading programs with multiple concurrent workstreams across human resources, information technology, and information security.
• Ability to travel 0–50% on average, based on the work and clients and industries/sectors served.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Ability to work independently and collaboratively as part of a team.
• Effective written and verbal communication skills.
• Meticulous attention to detail and quality of work product.
• Ability to build and sustain professional relationships.
• Ability to lead projects or workstreams.
• Ability to manage and prioritize multiple tasks in a fast-paced, dynamic environment.
• Strong interpersonal skills and professional demeanor.
• Ability to meet deadlines.
• Ability to mentor and provide clear guidance to others.

Nice To Haves

• Advanced degree.
• 8+ years of experience managing staff and leading teams.
• 8+ years of experience leading projects, including 2+ end-to-end deliveries, with responsibility for schedules, budgets, risks, weekly status reporting, and stakeholder governance.
• 8+ years of Big Four consulting experience, including business-development responsibilities and annual sales target attainment.
• 2+ years of experience with large language models, generative AI, or agentic AI solutions, including prompt design, model behavior, and responsible AI considerations.
• 2+ years of experience designing or implementing human resources shared service centers or employee service delivery transformations, including change management and adoption strategies for ServiceNow or AI-powered employee tools; and leadership of 2+ end-to-end ServiceNow HRSD or ServiceNow platform implementations.

Responsibilities

• Lead concurrent ServiceNow HRSD engagements, including implementations, use-case expansions, and optimization efforts; manage scope, budgets, staffing, timelines, risks, and delivery quality.
• Serve as the primary client relationship lead across account and program teams and build trusted-advisor relationships with senior HR, IT, and Information Security stakeholders, including director- and VP-level sponsors.
• Lead design and integration of ServiceNow HRSD and AI Assistant solutions, including conversational AI, agentic workflows, enterprise search, and LLM-powered knowledge retrieval across ServiceNow, Workday, and other HRIS and ITSM platforms.
• Advise clients on responsible generative and agentic AI adoption, including governance, data security, change management, and employee trust.
• Identify and mitigate project risks, staffing gaps, and scope changes with senior leadership.
• Develop and mentor engagement teams; establish delivery standards and quality checkpoints.
• Drive account and practice growth through value propositions, business cases, proposals, scoping, pricing, client presentations, go-to-market activities, and thought leadership.

Benefits

• Broad range of employee benefits.
• Discretionary annual incentive program; any award is subject to program rules and relevant factors, including individual and organizational performance.
• Opportunities for professional development, including on-the-job learning, formal development programs, leadership opportunities, and mentorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior