Service Delivery Manager Jobs in North Carolina

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Learn about our benefits designed for you to Thrive at work and at home.

We boldly go.

Where is the work:

Monday to Thursday, work onsite with your colleagues. Fridays, choose your work location, balancing what your work requires.

About the Role

We are seeking a strategic, collaborative and results-driven Digital Product Manager to lead the evolution of our ServiceNow HR Service Delivery (HRSD) platform. In this role, you will be part of our Global HR Technology team, driving the product vision, strategy, and roadmap to enhance our enterprise HR service delivery experience.

You will act as a vital link between HR, IT, and business stakeholders, translating business needs into scalable digital solutions. Your work will directly improve employee and manager self-service, optimize HR operations, and deliver measurable value through innovations in case management, knowledge management, Employee Center use, and leveraging emerging AI-enabled capabilities.

Job responsibilities

• Product Strategy & Platform Governance: Define and execute the long-term vision, strategic roadmap, and product lifecycle for enterprise Case and Knowledge Management systems. You will lead platform governance, demand management, and intake processes—prioritizing the enhancement backlog based on business value, user experience, and strategic HR objectives.
  
• Performance & Operational Analytics: Establish, monitor, and maintain key performance indicators (KPIs) and operational metrics, leveraging platform analytics and ongoing employee feedback to drive system adoption, self-service effectiveness, and continuous improvement. You will define and monitor clear performance standards, response targets, and service level expectations for both the system product team and the Tier 1 support team.
  
• Employee Experience: Own and optimize the ServiceNow Employee Center experience, focusing on intuitive navigation, AI adoption, search, personalization, and accessibility. You will also establish regular cadence, review, and partnership with key HR and business stakeholders to lead our knowledge management governance to ensure content is high-quality, relevant, accurate, and accessible.
  
• Product Delivery & Innovation: Partner with cross-functional teams to translate business requirements into scalable, high-impact digital experiences and oversee end-to-end product delivery—spanning case management workflows, self-service portals, and knowledge base structures—from initial discovery to final launch. You will lead release planning in collaboration with system administrators, IT development partners, and business stakeholders to manage platform upgrade cycles, while actively exploring emerging capabilities in AI and intelligent automation to continually elevate our service delivery.
  
• Leadership & Collaboration: Build strategic relationships with global stakeholders, aligning on and communicating priorities and influencing decisions in the best interest of the company and employee experience. You will lead, coach, and develop team members, fostering a culture of accountability, collaboration, and innovation while serving as a trusted advisor to HR leadership.

Requirements

• 3-5+ years of experience in digital product management, enterprise SaaS, or HR technology, with demonstrated ownership of product strategy and roadmaps.
• Strong functional knowledge of ServiceNow HRSD or a similar product, including Employee Center, HR Case Management, and Knowledge Management.
• A deep understanding of HR operations, shared services, and employee support processes.
• Proven ability to manage a product backlog, prioritize demands, and deliver enhancements using Agile or similar hybrid methodologies.
• Excellent analytical skills, with experience leading and using KPIs, SLAs, and customer feedback to inform product decisions.
• Exceptional communication and influencing skills, with a talent for translating complex business needs into clear, scalable solutions.
• Experience leading and developing team members.
• Proven experience in successfully driving cross-functional change.
Familiarity with enterprise HR systems (preferably Workday) and an understanding of system integrations, data flows, and security.

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Preferred

• While not required, we value continuous learning. Holding any of the following certifications (or similar ones) is a plus:
  • ServiceNow: Certified Implementation Specialist (CIS), Certified System Administrator (CSA) or similar certification for a like-product
  • Agile/Scrum: Professional Scrum Product Owner (PSPO), Certified Scrum Product Owner (CSPO)
  • Project Management: Project Management Professional (PMP)
    
• As our HR Technology team supports the future growth and rollout of Workday Help, any prior exposure to, knowledge of, or experience implementing this product is highly valued.
  
• Familiarity with AI-enabled service delivery, intelligent automation, and digital employee experience optimization.

Annual Base Salary Range or Hourly Base Pay Range:

$90,900.00 - $164,675.00

Compensation Type:

Salary

Incentive Eligible:

Yes

Sales Commission Eligible:

No

Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary by site as well as Collective Bargaining Agreements and local/state regulations

Safety Sensitive Role:

No

The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.