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Senior Manager, ServiceNow HRSD Program and Solution Management

Our Human Capital practice is at the forefront of transforming the nature of work. As converging forces reshape industries, our team uniquely addresses the complexities of work, workforce, and workplace dynamics. We leverage sector-specific insights and cross-domain perspectives to help organizations tackle their most challenging workforce issues and align talent strategies with their strategic visions. Our practice is renowned for making work better for humans and humans better at work. Be part of this exciting era of change and join us on this transformative journey.

Recruiting for this role ends on 11/20/2026

Work you'll do

Deloitte is at the center of how Fortune 500 organizations are deploying and expanding HRSD, agentic AI and generative AI-powered employee experiences at scale. As a Senior Manager, you will take on broader ownership across the ServiceNow portfolio - leading engagement teams, shaping account strategy, and serving as a senior client advisor on how HRSD, conversational AI, large language models (LLMs), and intelligent automation can transform HR and IT service delivery across new implementations, use case expansions, and platform optimization efforts.

You will be responsible for:

+ Leading concurrent ServiceNow HRSD engagements, including new implementations, use-case expansions, and optimization efforts; manage scope, budgets, staffing, timelines, risks, and delivery quality.

+ Serving as the primary client relationship lead across account and program teams, building trusted-advisor relationships with senior HR, IT, and Information Security stakeholders, including director- and VP-level sponsors.

+ Leading the design and integration of ServiceNow HRSD and AI Assistant solutions, including conversational AI, agentic workflows, enterprise search, and large language model (LLM)-powered knowledge retrieval, across ServiceNow, Workday, and other human resources information system (HRIS) and information technology service management (ITSM) platforms.

+ Advising clients on responsible adoption of generative and agentic AI, including governance, data security, change management, and employee trust alongside technical configuration; identify and mitigate project risks, staffing gaps, and scope changes with senior leadership.

+ Develop and mentor engagement teams; establish delivery standards and quality checkpoints; and drive account and practice growth through value propositions, business cases, proposals, scoping, pricing, client presentations, go-to-market activities, and thought leadership.

A successful candidate would possess these skills:

+ Ability to work independently and collaborate 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 and dynamic environment

+ Strong interpersonal skills and professional demeanor

+ Ability to meet deadlines

+ Ability to mentor and provide clear guidance to others

The team

Our HR Strategy & Technology Offering is dedicated to developing leading global HR strategies and implementing cutting-edge HR technologies. We drive transformation and maximize the workforce experience, ensuring sustained HR effectiveness and value. In a world of disruption, our solutions empower organizations to navigate challenges seamlessly, enhancing their HR capabilities and fostering a resilient workforce.

Our ServiceNow HRSD Team is at the forefront of delivering value-based HRSD solutions and applying generative AI and agentic AI to the employee experience, helping clients transform their HR and IT service delivery practices. We drive significant cost savings, increased efficiency, a stronger competitive advantage, and improved employee experience through intelligent automation, conversational AI, and agentic AI capabilities.

Qualifications

Required:

+ 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 you do and the clients and industries/sectors you serve.

+ Limited immigration sponsorship may be available.

Preferred:

+ 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 (LLMs), generative artificial 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.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,600 to $338,300.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

#HCFY27 #HRSTFY27

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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