Senior Manager, HR Technology Services (SAP SuccessFactors)

Job Title: Senior Manager, HR Technology Services (SAP SuccessFactors)

Location: Chicago – West Loops (Locals Only)

Employment Type: 6-month contract to hire

Reports To: Infrastructure & Operations Leadership

Overview:

The Senior Manager, HR Technology Services is responsible for the operational management, support, and continuous improvement of SAP SuccessFactors and related HR technology services. Reporting within the Infrastructure & Operations organization, this role serves as the primary liaison between Human Resources, Technology, and third-party service providers to ensure the stability, performance, security, and ongoing enhancement of HR technology solutions. This position owns the day-to-day relationship with the managed service provider (MSP) supporting SAP SuccessFactors administration, configuration, support, and break-fix activities. The role ensures business requirements are translated into scalable technology solutions while maintaining operational excellence, governance, and service quality. Great opportunity for candidates who are looking for the opportunity to lead the operational strategy and continuous improvement of a critical enterprise HR technology platform while serving as a trusted partner to both HR and Technology leadership. The position combines service management, vendor oversight, governance, and strategic stakeholder engagement in a highly visible enterprise environment.

Key Responsibilities: HR Technology Service Management

Serve as the primary technology relationship manager for HR, including Global Talent Acquisition and People Operations.

Provide operational oversight of SAP SuccessFactors and related HR technology services.

Partner with HR stakeholders to understand business priorities, process requirements, and enhancement opportunities.

Coordinate and prioritize system enhancements, configuration requests, and production support activities.

Ensure technology solutions effectively support employee lifecycle, recruiting, talent management, learning, and organizational processes.

Vendor & Managed Service Provider Management

Act as the primary point of accountability for the managed service provider supporting SAP SuccessFactors.

Manage vendor performance against SLAs, operational metrics, and contractual commitments.

Coordinate break-fix support, configuration changes, release management, and platform enhancements.

Facilitate issue resolution and escalation management between business stakeholders and service providers.

Lead recurring service reviews and operational governance meetings.

Service Delivery & Operational Excellence

Ensure stable, secure, and reliable operation of SAP SuccessFactors and related integrations.

Partner with Infrastructure & Operations teams responsible for identity management, access provisioning, security, and enterprise integrations.

Support change management, testing coordination, release planning, and production deployments.

Monitor service performance, issue trends, user adoption metrics, and continuous improvement opportunities.

Maintain system documentation, operational procedures, and support processes.

Governance, Risk & Compliance

Support compliance, audit, security, and data governance initiatives.

Ensure proper controls for user access, role-based permissions, and HR data protection.

Coordinate with Identity Management and Security teams regarding employee lifecycle provisioning and deprovisioning.

Participate in risk assessments, audits, and governance reviews.

Required Qualifications:

Strong experience supporting SAP SuccessFactors in an Administrator, Analyst, Service Manager, Product Owner, or similar capacity. (Preferred SAP SuccessFactors Certification).

Experience managing third-party service providers and outsourced application support models.

Strong understanding of HR business processes including:

Employee Lifecycle Management

Recruiting & Talent Acquisition

Learning Management

Talent Management

Organizational Management

Experience with enterprise application support and IT service management practices.

Working knowledge of:

Identity Management

Role-Based Security

Integrations

Workflow Administration

SaaS Application Management

Strong stakeholder management, communication, and vendor management skills.

Experience working within complex, matrixed, and global organizations.

Preferred experience: ServiceNow, Microsoft Entra ID, Identity Management Solutions, Managing Global MSP, ITIL certs or experience, HRIS SaaS)

Ideal Candidate Profile:

Service-oriented leader focused on reliability, customer satisfaction, and operational excellence.

Skilled at translating business requirements into actionable technical solutions.

Strong governance mindset with the ability to balance continuous improvement and operational control.

Effective communicator who can collaborate across HR, Technology, Security, and external vendor teams.

Experienced leading HR technology operations within large enterprise environments.