Noida, Uttar Pradesh
Job Summary
Role Summary The UEO Director is responsible for leading the overall User Experience, Service Operations, Digital Workplace Experience, Service Quality, and Business Outcomes across the customer landscape. This role serves as a strategic leader, driving service excellence, operational transformation, automation adoption, governance, customer satisfaction, and continuous improvement initiatives. The position requires strong leadership across cross-functional teams, ensuring that technology services align with business objectives while delivering an exceptional end-user experience. The Director will collaborate closely with customer executives, service delivery teams, product owners, support organizations, and transformation teams to enhance operational performance and business value. Key Responsibilities Strategic Leadership Define and execute the User Experience and Operations strategy aligned with customer and business objectives. Drive service transformation initiatives across Service Desk, Digital Workplace, Field Services, Endpoint Management, Collaboration Services, and Employee Experience functions. Develop multi-year roadmaps focused on service modernization, automation, AI adoption, and operational excellence. Act as a trusted advisor to senior customer stakeholders and executive leadership. Service Experience Management Own the end-to-end user experience strategy and service performance outcomes. Establish experience management frameworks that measure employee experience and customer satisfaction. Drive improvements across User Satisfaction (CSAT), Employee Experience (DEX), and Service Quality metrics. Lead Voice of Customer (VoC) and Experience Management programmes. Operational Excellence Oversee global service delivery operations and governance. Ensure adherence to SLAs, XLAs, KPIs, and contractual commitments. Lead service reviews, operational governance, risk management, and compliance activities. Drive continual service improvement initiatives across all operational functions. Automation & Innovation Sponsor enterprise automation and AI-driven service initiatives. Drive adoption of GenAI, virtual agents, self-service capabilities, predictive analytics, and intelligent automation. Identify productivity improvement opportunities and operational cost optimisation initiatives Develop business cases and value realisation plans for transformation investments. Stakeholder & Customer Management Build strong relationships with executive stakeholders across business and IT. Lead executive governance meetings and strategic business reviews. Manage customer escalations and critical service issues. Ensure alignment between customer expectations and delivery capabilities. People Leadership Lead geographically distributed service and experience management teams. Develop talent strategies, succession plans, and leadership development programmes. Foster a culture of accountability, innovation, collaboration, and continuous improvement Mentor senior managers and emerging leaders. Financial & Commercial Management Own operational budgets, forecasting, and financial performance.
Key Responsibilities
Drive cost optimisation initiatives while maintaining service quality. Support business growth, account expansion, and transformation opportunities. Contribute to contract negotiations, renewals, and service improvement proposals. Required Technical & Functional Expertise IT Service Management Incident Management Problem Management Change Management Major Incident Management Service Request Management Knowledge Management IT Service Governance Experience Management XLAs (Experience Level Agreements) Digital Employee Experience (DEX) Customer Experience (CX) Voice of Employee (VoE) Voice of Customer (VoC) Digital Workplace Tools ServiceNow Microsoft 365 Microsoft Teams SharePoint Online Intune JAMF SCCM / MECM BigFix Analytics & Reporting Power BI Grafana Splunk ServiceNow Performance Analytics Experience Analytics Platforms Automation & AI Microsoft Power Platform Power Automate Copilot for Microsoft 365 Azure AI Services UiPath Automation Anywhere Key Deliverables User Experience Strategy and Roadmap Service Transformation Programme Delivery Executive Governance Reporting Operational Performance Dashboards Experience Management Scorecards Automation and AI Adoption Plans Service Improvement Initiatives Business Value Realisation Reports Cost Optimisation Programmes Risk and Compliance Reviews Success Measures Customer Outcomes Improved CSAT and NPS scores Enhanced Digital Employee Experience scores Reduced business disruption Improved customer retention and satisfaction Service Outcomes SLA and XLA achievement Reduction in recurring incidents Increased self-service adoption Improved first contact resolution Business Outcomes Operational cost savings Productivity improvements Automation-driven efficiencies Account growth and transformation value People Outcomes Employee engagement improvements Leadership capability development Team retention and succession readiness Required Qualifications Bachelor\'s Degree in Engineering, Computer Science, Information Technology, or related field. MBA or equivalent business qualification preferred. 15+ years of experience in IT Service Delivery, User Experience Management, Digital Workplace Services, or Customer Operations. Proven experience managing large global operations and executive stakeholder relationships. Strong business acumen, operational leadership, financial management, and transformation expertise. Preferred Certifications ITIL Managing Professional / ITIL Expert TOGAF Microsoft Certified Solutions Expert (MCSE) Microsoft 365 Certifications PMP / PRINCE2 Six Sigma Green Belt / Black Belt Lean Transformation Certification Customer Experience (CX) Certifications
Skill Requirements
Other Requirements
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