Manager HR Platforms And Delivery

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

This role is the people leader for a newly formed DTH delivery pod of several individual contributors supporting HR platforms across SAP, ServiceNow, and other connected HR applications. The leader is accountable for program management and system implementation execution, operational readiness, delivery quality, and cross-functional coordination with onshore product owners, HR stakeholders, IT partners, and vendors. This role also ensures the team is positioned to support AI-enabled operational support and evolving automation needs across the HR technology landscape.

Key Responsibilities

People Leadership & Delivery Management

• Lead and develop a team of ICs across SAP and ServiceNow-facing roles; establish clear goals, execution routines, quality standards, and mentorship.
• Own team delivery outcomes: prioritize work, manage capacity, reduce execution risk, and ensure timely, high-quality delivery across multiple workstreams.
• Build an inclusive, high-trust environment aligned to DTH behavioral expectations (servant leadership, collaboration, communication, results).
  
  

Program Management & System Implementation Leadership

• Lead end-to-end delivery rhythms for system implementation work: requirements intake, planning, testing coordination, cutover readiness, and stabilization.
• Coordinate issue triage, escalation paths, and cross-system dependencies; ensure crisp handoffs between offshore execution and onshore decision ownership.
• Establish repeatable documentation and operational readiness practices (SOPs, process flows, knowledge artifacts) to reduce single points of failure.
  
  

SAP Functional Leadership (Deep Expertise)

• Provide SAP leadership coverage sufficient to guide SAP specialists working in time/payroll operational support, reporting, reconciliations, interface monitoring, and documentation.
• Ensure the team delivers consistent monitoring, issue analysis, structured findings, and “single source of truth” documentation for SAP configurations/schemas/business rules (observational documentation model).
• Maintain appropriate operating boundaries between offshore execution and onshore retained authority (e.g., design/approval decisions retained onshore).
  
  

ServiceNow Delivery & Platform Governance Leadership

• Proven understanding of ServiceNow platform capabilities, architecture, and core components (e.g., workflows, data structures, integrations), with the ability to provide informed oversight to development resources and ensure scalable, well-governed solutions.
• Oversee ServiceNow execution for HR/enterprise service delivery use cases including workflow automation, configuration enhancements, and backlog reduction.
• Partner with stakeholders to translate business needs into scalable solutions and enable continuous improvement (reporting/insights, performance analytics where applicable).
  
  

AI Fluency & Enablement (High-Level Understanding)

• Demonstrate applied understanding of AI concepts in enterprise operations to help shape practical, compliant adoption patterns (e.g., AI-enabled operational support/troubleshooting foundations).
• Identify opportunities to streamline operations and improve user experience through automation and self-service patterns.
  
  

What You Need To Succeed (Minimum Qualifications)

• Demonstrated people leadership experience leading multi-skill delivery teams and mentoring others at scale (Grade 8 expectation: thought leadership + mentoring + strategic initiative ownership).
• Strong program management/system implementation leadership across requirements, testing/UAT, cutover readiness, and stabilization.
• Deep SAP functional understanding (ideally payroll/time or adjacent HR SAP domains) sufficient to guide specialists handling production reporting, reconciliation, interfaces, and operational documentation.
• Working knowledge of ServiceNow delivery and platform practices (workflows/configuration, governance, disciplined change/release/testing).
  
  

Executive-ready communication skills: transparent, culturally appropriate, able to translate technical work into business impact

What Will Give You a Competitive Edge (Preferred Qualifications)

• Experience supporting HR Service Delivery / employee-facing service operations and case management patterns.
• Experience building operational reporting/dashboards and performance insights for leadership decision-making.
• Experience in regulated enterprise environments with strong governance, audit readiness, and access controls.

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