Senior Manager, HR Service Technology & Enablement

At Bristol Myers Squibb, our employees often ask, “Who are you working for?”—a question that fuels collaboration, accountability, and urgency in our work. Our purpose-driven culture inspires us to discover, develop, and deliver innovative medicines to prevail over serious diseases. We offer uniquely interesting and meaningful work, opportunities for growth, and a supportive environment that values inclusion, wellbeing, flexibility, and comprehensive benefits. This is work that transforms the lives of patients, and the careers of those who do it.

The Senior Manager, HR Service Technology & Enablement plays a critical leadership role in enabling next generation HR service delivery through GenAI assisted experiences, operational excellence, and strong product ownership of ServiceNow HRSD.

This role is intentionally functional, outcome oriented, and business led—focused on applying GenAI to assist HR users and fulfillers in meaningful ways (not experimentation for its own sake), ensuring reliable, scalable day to day operations, and shaping the future roadmap for HR service technology globally.

The successful candidate combines HR service domain expertise, GenAI application judgment, and platform ownership mindset, and is comfortable operating across strategy, run, and transformation in a global, matrixed environment.

The Senior Manager, HR Global Service Technology must collaborate with global HR support stakeholders, IT partners, vendors, and cross-functional teams to align technology capabilities with business needs, ensure compliance with data privacy regulations, and deliver continuous improvements that elevate worker user experience.

The successful candidate for this role will be someone who can combine HR operational expertise with technical and process acumen, lead transformation initiatives leveraging GenAI and automation, and foster collaboration in a global, virtual environment while maintaining a strong focus on innovation and measurable outcomes.

 

Key Responsibilities:

 

GenAI Functional Enablement – Assist, Not Hype

• Identify and lead high‑value GenAI use cases that improve employee and HR agent experience (e.g., digital workers, intelligent guidance, Virtual Agent).
• Act as a functional product owner for GenAI‑enabled HR services, translating HR service needs into well‑governed AI interactions.
• Define guardrails, success measures, and evaluation criteria for GenAI usage (helpfulness, containment, cycle‑time impact, adoption).
• Partner with HR, IT, Privacy, Legal, and Security to ensure responsible AI application, data privacy compliance, and global readiness.
• Drive change management and adoption, ensuring GenAI capabilities are trusted, understandable, and embedded into everyday HR operations.

 

Service Operations & Reliability – Run Excellence

• Lead and continuously improve the operational health of HR service delivery technology (case management, knowledge, routing, automation).
• Oversee run governance: backlog health, SLA/OLA performance, incident and defect themes, and demand intake controls.
• Use operational data and trends to identify root causes, eliminate repeat drivers, and improve service reliability.
• Balance run stability with innovation, ensuring transformation does not compromise day‑to‑day service performance.
• Partner with regional HR operations to support consistent global service delivery, while respecting regional requirements.

 

Product & Platform Ownership – HRSD / Employee Center / Virtual Agent

• Own and evolve the HR ServiceNow product roadmap, including HRSD, Employee Center, Knowledge, Virtual Agent, and related capabilities.
• Define product vision, prioritize enhancements, and align delivery to business outcomes and employee journeys.
• Establish and maintain platform standards, design patterns, and governance across intake, catalog, workflows, and content.
• Collaborate with IT, vendors, and internal delivery partners to ensure high‑quality, predictable delivery.
• Measure and communicate value realization through experience, efficiency, and operational metrics.

 

Core Responsibilities

• Serve as a senior functional leader bridging HR operations, GenAI enablement, and service technology.
• Partner closely with HR COEs, Service Operations, IT, and external partners in a global, matrixed model.

 

HRIS Expertise: Leverage experience with HR systems (e.g., Workday, SAP HCM, payroll platforms) to support data integrity and process improvements.

• Lead cross‑regional initiatives and workstreams, influencing without direct authority.
• Use data and insights to guide prioritization, investment decisions, and continuous improvement.
• Coach and mentor team members and partners, fostering a culture of practical innovation, accountability, and learning.

 

Qualifications:

 

• 7+ years experience in HR service delivery, HR operations, or HR technology, with increasing leadership responsibility.
• Strong functional understanding of ServiceNow HRSD / Employee Center / Knowledge / Virtual Agent (administration and product mindset; coding not required).
• Demonstrated experience applying automation or GenAI capabilities in HR or service delivery contexts.
• Proven ability to operate in a run + transform environment (stability and innovation simultaneously).
• Experience partnering across global regions, time zones, and governance models.
• Strong analytical, stakeholder management, and change leadership skills.

 

Preferred / Differentiating Experience:

 

• Hands on experience with GenAI assisted service or knowledge experiences (Copilot/Claude/ChatGPT prompt engineering, chatbot/VA, digital workers).
• Background in HR systems such as Workday, SAP HCM, payroll platforms, or case management ecosystems.
• Experience designing or governing knowledge and content for both human and AI consumption.
• Exposure to operational analytics, service management metrics, and experience measurement.

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We hire for skills and capabilities, not just credentials – if this role excites you, but doesn’t perfectly match your resume, we encourage you to apply anyway.

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The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. The final compensation will be determined based on demonstrated experience and in accordance with pay equity principles and applicable employment laws.

How We Work

Where you work matters – because collaboration, innovation and patient impact happen in many settings. Our roles are structured across four work models: site-essential, site-by-design, field-based and remote-by-design. The model assigned to this role is based on its core responsibilities. Learn more at https://careers.bms.com/ways-of-working.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to [email protected]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

For roles based in Los Angeles County only:  If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If this posting is missing required information required by local law or incorrect, contact BMS at [email protected] with the Job Title and Requisition number. Do not send application-related inquiries to this email. To check your application status, please login to your Candidate Home Account.

R1607239 : Senior Manager, HR Service Technology & Enablement