Servicenow HRSD Lead

Description:

PM/TECH LEAD - SERVICENOW

Job Title: PM/Tech Lead - ServiceNow HRSD

Team: Global HR IT Operations
Location: Bangalore, India
Reports to: HR IT Transformation Lead
Team Size: Manages 3 HRSD Developers

ROLE OVERVIEW

Lead the ServiceNow HRSD practice for DTICI's Global HR IT Operations team, providing 24/5 operational support to employees worldwide. This role combines technical architecture leadership with people management and global stakeholder engagement. You will be responsible for ServiceNow HRSD platform strategy, team delivery, and building strong partnerships with HR stakeholders across multiple countries and the Leinfelden (Germany) IT team.

KEY RESPONSIBILITIES

Leadership & Management (40%)

• Lead and mentor a team of 3 ServiceNow HRSD Developers
• Define ServiceNow HRSD roadmap aligned with Global HR IT strategy
• Manage team capacity planning, performance reviews, and career development
• Coordinate with HR IT Transformation Lead on budget, priorities, and resource allocation
• Represent Team 1 in Strategic Steering Committee and governance forums

Technical Architecture (30%)

• Architect ServiceNow HRSD solutions that scale across global implementations
• Design integrations between ServiceNow and Oracle HCM, payroll systems, and other platforms
• Evaluate emerging ServiceNow capabilities (AI/ML, Virtual Agent, Flow Designer) for HR use cases
• Conduct solution design reviews and ensure adherence to architectural standards
• Collaborate with Leinfelden IT team on platform strategy and technical direction

Stakeholder Management (20%)

• Build and maintain relationships with Global HR leadership, DTICI HR, and business users
• Facilitate requirements gathering sessions across time zones and cultures
• Present technical solutions to non-technical stakeholders in clear, business-focused terms
• Manage expectations, communicate risks, and negotiate priorities
• Conduct quarterly business reviews with key stakeholders

Operational Excellence (10%)

• Oversee incident management and ensure P1/P2 resolution SLAs are met
• Review major changes and release deployments
• Monitor platform health, performance metrics, and user satisfaction
• Drive continuous improvement initiatives based on operational data
• Ensure documentation and knowledge base standards are maintained

REQUIRED QUALIFICATIONS

Experience

• 7 years total experience in IT, including 5+ years with ServiceNow platform
• 3+ years managing technical teams or leading complex projects
• Proven track record delivering ServiceNow HRSD implementations or operations
• Experience working with global, distributed teams across multiple time zones
• Demonstrated success managing stakeholder relationships at senior/executive levels

Technical Skills

• Expert knowledge of ServiceNow HRSD module (case management, knowledge, service catalog, employee center)
• Strong understanding of ServiceNow platform architecture (integrations, workflows, UI/UX, security)
• Experience with ServiceNow development (JavaScript, Flow Designer, IntegrationHub)
• Familiarity with HR systems landscape (Oracle HCM, SAP SuccessFactors, or similar)
• Understanding of ITIL principles and service management best practices

Soft Skills

• Excellent verbal and written communication in English (business fluent)
• Proven ability to influence and collaborate across organizational boundaries
• Strong presentation skills with ability to articulate technical concepts to business audiences
• Conflict resolution and negotiation skills
• Cultural sensitivity and adaptability in global context

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

PREFERRED QUALIFICATIONS

• ServiceNow Certified Implementation Specialist (CIS-HRSD)
• ServiceNow Certified Application Developer (CAD)
• Project Management certification (PMP, PRINCE2, Agile/Scrum)
• German language proficiency (B1 or higher)
• Experience with Oracle HCM Cloud integrations
• Prior experience in HR domain or HR technology
• Master's degree in relevant field

KEY COMPETENCIES

Technical

Leadership

Stakeholder Management

ServiceNow Architecture

Team Building

Executive Communication

Integration Design

Coaching & Mentoring

Relationship Management

Solution Design

Strategic Thinking

Cross-Cultural Collaboration

Platform Innovation

Decision Making

Influence Without Authority

Operational Excellence

Conflict Resolution

Expectation Management

SUCCESS METRICS

• Team performance: Ticket resolution SLAs, CSAT 4.0/5.0, system availability 99.5%
• Stakeholder satisfaction: Quarterly business review scores
• Delivery excellence: On-time/on-budget project delivery
• Team development: Employee engagement and retention

WHY JOIN US

• Lead a greenfield team building DTICI's global HR operations capability
• Work with cutting-edge ServiceNow and Oracle HCM technologies
• Collaborate with international teams across Germany, India, and beyond
• High visibility role with direct impact on employee experience for thousands of users
• Career growth opportunity within Deutsche Telekom IT ecosystem