ServiceNow HR Service Delivery Manager

Role Summary

We are seeking an experienced Portal Performance Manager to lead the performance, optimization, and user experience of our MyHR portal, built on the ServiceNow platform. This role will be responsible for driving continuous improvement of the HR portal's usability, responsiveness, content effectiveness, and service delivery performance to ensure an engaging and efficient digital employee experience.

As a key interface between HR, IT, and end users, you will blend technical knowledge, user experience insight, analytics, and business acumen to evolve the portal as a key channel for global HR services.

Key Responsibilities

• Portal Performance & Optimization
  • Monitor and manage end-to-end performance of the MyHR portal on the ServiceNow platform.
  • Analyze portal usage data and performance metrics (load time, page hits, click-through rates, etc.) and drive improvements.
  • Implement optimization strategies for faster loading times, improved accessibility, and intuitive navigation.
• User Experience Management
  • Partner with HR, UX/UI teams, and ServiceNow developers to enhance portal usability and design.
  • Gather and incorporate user feedback to ensure a continuously improving employee self-service experience.
  • Maintain a consistent and branded digital HR experience across multiple employee journeys.
• Content & Knowledge Management
  • Work closely with content owners to ensure knowledge articles, FAQs, and portal content are relevant, accurate, and up to date.
  • Support effective taxonomy, tagging, and search optimization.
• Analytics & Reporting
  • Develop and deliver dashboards and performance reports (e.g., portal traffic, CSAT, deflection rates, completion rates).
  • Translate analytics into actionable insights to improve portal engagement and service outcomes.
• Stakeholder Collaboration
  • Act as a liaison between HR functional teams, IT, ServiceNow developers, and vendor partners.
  • Contribute to roadmap planning, release cycles, and change management related to the MyHR portal.
• Incident & Change Management
  • Manage incident resolution for portal-related issues, including performance degradation or functional errors.
  • Support change management processes and regression testing for new releases or enhancements.
• Innovation & Benchmarking
  • Stay current on ServiceNow platform capabilities, portal best practices, and digital HR trends.
  • Benchmark portal performance against industry standards and identify opportunities for innovation.

Qualifications & Skills

Required:

• Bachelor’s degree in Computer Science, HR Technology, Information Systems, or a related field.
• 5+ years of experience in HR portals, digital platforms, or enterprise self-service tools, with a strong focus on ServiceNow.
• In-depth knowledge of ServiceNow Employee Center / HR Service Delivery (HRSD).
• Proven experience in portal performance analysis and optimization.
• Strong skills in web analytics tools (e.g., Google Analytics, ServiceNow Performance Analytics).
• Understanding of UX principles, accessibility standards, and digital content best practices.
• Excellent collaboration, communication, and stakeholder management skills.

Preferred:

• ServiceNow certifications (e.g., Certified System Administrator, HRSD).
• Experience with Agile development environments and ITIL frameworks.
• Familiarity with design systems, responsive design, and mobile-first principles.