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Lennar · 1 week ago

Senior Manager, ServiceNow HRSD Strategy

Miami, FL

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates. The Senior Manager, ServiceNow HRSD Strategy will shape the strategy and optimization of Lennar’s HR Service Delivery ecosystem, driving transformation through digital HR platforms and ensuring data-driven service delivery across the organization.

ConstructionLifestyleReal Estate

Responsibilities

Own the strategic roadmap for ServiceNow HRSD and Employee Center Pro, ensuring alignment with enterprise HR and IT strategies

Lead governance of the Associate Center experience, including page architecture, branding, content standards, and navigation

Partner with Associate Innovations and HR Technology teams to manage HRSD releases, feature enablement, and platform integrations (e.g., Workday, DocuSign, Docebo, HireRight)

Establish governance councils and frameworks for content management, assignment groups, and service taxonomy

Design and execute change management strategies to drive adoption of HRSD features, including Live Chat, Now Assist, and automated workflows

Lead communication and enablement campaigns for new service capabilities and HR process changes

Champion Associate and HR agent experience through feedback loops, training, and 'voice of the user' insights

Serve as strategic liaison between HR Operations and Corporate Communications to ensure unified and consistent messaging

Manage and develop a team of indirect-reporting Knowledge Managers spread across Centers of Excellence - facilitating meetings, training new team members, and ensuring consistent standards and practices

Maintain and enhance centralized knowledge bases with clear, structured, and accessible content with a distributed, mobile-first Associate approach

Partner with subject matter experts to capture institutional knowledge and translate it into self-service resources

Develop and maintain a comprehensive People Operations analytics suite leveraging ServiceNow and Power BI

Deliver dashboards and insights on case volume, CSAT, SLA adherence, knowledge usage, Live Chat and virtual assistant metrics, and Employee Center traffic

Drive continuous improvement using data to identify bottlenecks, turn backs, escapes, and automation opportunities

Lead quarterly business reviews on HRSD performance with senior leadership, recommending actionable improvements

Partner with HR COEs, Payroll, IT, and Legal to ensure scalable and compliant HR service delivery

Supervise a small team or matrixed resources supporting analytics, knowledge management, and digital content

Represent People Operations in cross-functional initiatives, technology governance forums, and Associate experience focus groups

Qualification

ServiceNow HRSDData analyticsChange managementHR process optimizationPower BIEmployee Center ProGovernance facilitationStakeholder managementKnowledge managementServiceNow reportingStrategic thinkingCommunication skillsTeam leadershipCross-functional collaboration

Required

Bachelor's degree in Human Resources, Business, or related field (Master's preferred)

PHR, SHRM-CP, or ServiceNow HRSD certification strongly preferred

8+ years in HR Operations, People Services, or HR Transformation within large, complex organizations

Proven experience leading or governing ServiceNow HR Service Delivery (HRSD) platforms, including Employee Center Pro and case/knowledge management modules

Strong background in data analytics, dashboard development (ServiceNow Performance Analytics or Power BI), and storytelling with insights

Demonstrated success in change enablement, HR process optimization, and enterprise system governance

Experience working cross-functionally with IT, HRBPs, COEs, and Shared Services to deliver seamless Associate experiences

Strategic thinking with a bias for automation and continuous improvement

Exceptional communication, stakeholder management, and governance facilitation

Ability to translate complex platform data into actionable business insights

Proficiency with ServiceNow reporting, Performance Analytics, and Workday data structures