Senior Manager, HR Service Delivery Product Manager - ServiceNow HRSD

Acuity Inc. is a market-leading industrial technology company that focuses on innovative products and services. The Senior Manager, HR Service Delivery Product Manager will own the ServiceNow HRSD platform, leading its implementation and optimization while collaborating with HR leaders and IT teams to enhance employee satisfaction and operational excellence.

Responsibilities:

• Define and own the multi-year vision, strategy, and prioritized roadmap for HRSD, aligning it with Acuity's HR priorities, employee experience goals, global operations, and enterprise digital transformation initiatives
• Drive functional design, configuration, testing, change management, and phased global rollout of core HRSD modules (e.g., Case & Knowledge Management, Employee Center Pro, Lifecycle Events, Virtual Agent, Document Management, and integrated HR workflows)
• Lead post-implementation improvements by leveraging user feedback, adoption analytics, employee journey mapping, and iterative enhancements to boost self-service, agent productivity, and overall HR/employee experience
• Champion the strategic evolution to intelligent, agent-driven HR service delivery on the ServiceNow AI Platform, including: Identifying high-impact use cases (e.g., autonomous onboarding/offboarding, predictive case routing, non-critical case auto-resolution, policy guidance, and proactive HR automation)
• Defining requirements, leading pilots, and scaling AI agents/workflows (e.g., Resolve HR Cases flows, predictive intelligence, generative AI via Now Assist, and HCM-specific AI agents)
• Shifting HRSD from reactive support to proactive, autonomous operations that reduce manual work and elevate HR's strategic role
• Act as the senior product authority for HRSD; influence and align HR executives, global stakeholders, and cross-functional teams while enforcing platform governance, security, compliance, and ServiceNow best practices
• Own the HRSD product backlog; prioritize features, enhancements, integrations, and technical debt using data-driven criteria (business value, employee impact, ROI, risk) in an Agile environment
• Establish and track KPIs (e.g., case deflection rate, resolution time, employee NPS/CSAT, adoption, cost per transaction, AI agent success rates) to measure success, guide decisions, and report ROI to leadership
• Stay current on ServiceNow releases, HRSD innovations, agentic AI trends, and industry best practices; represent Acuity in vendor engagements and contribute to our technology-forward culture

Requirements:

• 8+ years of progressive experience in HR technology, product management, or HR service delivery transformation, including 4–5+ years in senior/lead roles owning enterprise HR platforms (ServiceNow HRSD strongly preferred; comparable platforms like Workday or SuccessFactors considered)
• Proven track record leading full-cycle ServiceNow HRSD implementations or major platform maturations, including modules such as Employee Center Pro, Lifecycle Events, and Case Management
• Deep knowledge of HR service delivery, employee journey design, self-service strategies, and global HR operations
• Strong Agile product management expertise (e.g., Jira, ServiceNow SPM/ITBM, Aha!)
• Exceptional leadership, executive influence, communication, and collaboration skills in a global, matrixed environment
• Bachelor's degree in Business, HR, Information Systems, Technology, or related field (Master's or MBA preferred)
• ServiceNow certifications (e.g., Certified Implementation Specialist – HR Service Delivery, Now Assist/AI credentials, Product Owner/Product Line Manager)
• Experience with ServiceNow AI/Agentic features (Now Assist for HRSD, AI Agents, predictive intelligence, autonomous workflows)
• Background in generative/agentic AI applications for HR or enterprise services
• Experience integrating HRSD with core HCM systems and cross-functional platforms in a large, global organization
• Prior work in change management, employee experience transformation, or HR shared services