Senior Manager, HR Service Delivery Product Manager - ServiceNow HRSD

Req ID: 12967

Work Flexibility: Hybrid

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com.

Work location:

This position may be based anywhere in the United States and includes travel as part of the responsibilities.

Job Summary

This leadership position reports directly to the Director of HR Technology and provides end-to-end ownership of the ServiceNow HRSD platform. You will lead the current implementation, accelerate post-go-live maturation, and pioneer our adoption of advanced Agentic AI features (e.g., autonomous case resolution, predictive intelligence, proactive workflows, personalized support, and AI agents for HR tasks via Now Assist and ServiceNow's AI Platform).

You will collaborate closely with global HR leaders, People Services/HR Operations, IT/ServiceNow teams, Centers of Excellence (COEs), compliance, and external partners to deliver measurable impact on employee satisfaction, HR operational excellence, case deflection, cost efficiency, and strategic HR value in a dynamic, technology-driven organization.

Key Responsibilities

Platform Strategy & Ownership: Define and own the multi-year vision, strategy, and prioritized roadmap for HRSD, aligning it with Acuity's HR priorities, employee experience goals, global operations, and enterprise digital transformation initiatives.
Implementation Leadership: Drive functional design, configuration, testing, change management, and phased global rollout of core HRSD modules (e.g., Case & Knowledge Management, Employee Center Pro, Lifecycle Events, Virtual Agent, Document Management, and integrated HR workflows).
Platform Maturation & Continuous Optimization: Lead post-implementation improvements by leveraging user feedback, adoption analytics, employee journey mapping, and iterative enhancements to boost self-service, agent productivity, and overall HR/employee experience.
Agentic AI Leadership & Innovation: Champion the strategic evolution to intelligent, agent-driven HR service delivery on the ServiceNow AI Platform, including:
- Identifying high-impact use cases (e.g., autonomous onboarding/offboarding, predictive case routing, non-critical case auto-resolution, policy guidance, and proactive HR automation).
- Defining requirements, leading pilots, and scaling AI agents/workflows (e.g., Resolve HR Cases flows, predictive intelligence, generative AI via Now Assist, and HCM-specific AI agents).
- Shifting HRSD from reactive support to proactive, autonomous operations that reduce manual work and elevate HR's strategic role.

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Stakeholder Leadership & Governance: Act as the senior product authority for HRSD; influence and align HR executives, global stakeholders, and cross-functional teams while enforcing platform governance, security, compliance, and ServiceNow best practices.
Backlog & Agile Delivery: Own the HRSD product backlog; prioritize features, enhancements, integrations, and technical debt using data-driven criteria (business value, employee impact, ROI, risk) in an Agile environment.
Metrics, Insights & Value Demonstration: Establish and track KPIs (e.g., case deflection rate, resolution time, employee NPS/CSAT, adoption, cost per transaction, AI agent success rates) to measure success, guide decisions, and report ROI to leadership.
Thought Leadership: Stay current on ServiceNow releases, HRSD innovations, agentic AI trends, and industry best practices; represent Acuity in vendor engagements and contribute to our technology-forward culture.

Minimum Requirements

8+ years of progressive experience in HR technology, product management, or HR service delivery transformation, including 4–5+ years in senior/lead roles owning enterprise HR platforms (ServiceNow HRSD strongly preferred; comparable platforms like Workday or SuccessFactors considered).
Proven track record leading full-cycle ServiceNow HRSD implementations or major platform maturations, including modules such as Employee Center Pro, Lifecycle Events, and Case Management.
Deep knowledge of HR service delivery, employee journey design, self-service strategies, and global HR operations.
Strong Agile product management expertise (e.g., Jira, ServiceNow SPM/ITBM, Aha!).
Exceptional leadership, executive influence, communication, and collaboration skills in a global, matrixed environment.
Bachelor's degree in Business, HR, Information Systems, Technology, or related field (Master's or MBA preferred).

Preferred

ServiceNow certifications (e.g., Certified Implementation Specialist – HR Service Delivery, Now Assist/AI credentials, Product Owner/Product Line Manager).
Experience with ServiceNow AI/Agentic features (Now Assist for HRSD, AI Agents, predictive intelligence, autonomous workflows).
Background in generative/agentic AI applications for HR or enterprise services.
Experience integrating HRSD with core HCM systems and cross-functional platforms in a large, global organization.
Prior work in change management, employee experience transformation, or HR shared services.

Travel Requirements

0-25%

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The range for this position is $150,900.00 to $325,900.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role. For a list of our benefits, click here.

We value diversity and are an equal opportunity employer.  All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law. 

Please click here and here for more information.  

Accommodation for Applicants with Disabilities:  As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000, select option 4.  Please clearly indicate what type of accommodation you are requesting and for what requisition. 

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

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