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Position Summary

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.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

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

Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.

Recruiting tips

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.

Professional development

From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

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.

Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles's Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers

Requisition code: 371805

Job ID 371805