Job Description

Overview

The HR Systems & ServiceNow Operations Lead is responsible for the operational leadership, governance, support, workforce management, and continuous improvement of the organization's HR technology ecosystem, including Workday, ServiceNow HR workflows, and associated HR applications and integrations. The role ensures reliable, secure, compliant, and effective service delivery while leading a global operations team and partnering closely with HR, IT, vendors, and business stakeholders. The role also supports the organization's strategy to align HR and ServiceNow service delivery under a unified operational model.

Your Role

Roles & Responsibilities
Lead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.
Manage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development
Own Rostering and Shift Management, including support schedules,



on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.
Oversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.
Lead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.
Manage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.
Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation activities.
Manage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery

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