Job Summary

Key Responsibilities

• Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
• Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
• Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
• Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
• Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
• Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

• ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
• Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
• Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
• Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
• Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
• Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
• Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
• Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
• Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Key Responsibilities

Key Responsibilities

• Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
• Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
• Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
• Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
• Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
• Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

• ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
• Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
• Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
• Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
• Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
• Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
• Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
• Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
• Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Skill Requirements

Other Requirements