Service Delivery Director
India
Job Description
Service Delivery Director
| Bengaluru, KarnatakaHyderabad, Telangana
Job Summary
The XMO Director will establish and lead the Experience Management Office (XMO) for Reckitt, acting as the single point of accountability for measuring, governing, and continuously improving business, user, and operational experiences across the IT service landscape. The role will drive service excellence by integrating customer experience, employee experience, operational performance, service reliability, adoption, and business value realization into a unified governance framework.
The XMO Director will work closely with Reckitt stakeholders, Delivery Directors, Service Management teams, OCM, AI & Automation teams, and tower leads to ensure services are aligned to business outcomes and deliver measurable improvements in productivity, user satisfaction, service quality, and digital adoption.
Key Responsibilities
Experience Management Strategy
- Define and implement the Reckitt Experience Management framework across all towers and service lines.
- Establish experience-led governance models aligned with Reckitt business objectives.
- Create and institutionalize experience metrics, measurement frameworks, and improvement roadmaps.
- Drive a culture of customer-centric service delivery and continuous improvement.
Business Value Realization
- Translate IT operational performance into meaningful business outcomes.
- Monitor realization of transformation benefits, productivity improvements, and service improvements.
- Develop executive dashboards highlighting business value delivered through technology investments.
- Present value realization reports to executive stakeholders.
Service Experience Governance
- Lead governance for End User Experience (EUX), Customer Experience (CX), Employee Experience (EX), and Service Experience metrics.
- Establish experience-based KPIs and KRIs across applications, infrastructure, collaboration tools, and workplace services.
- Drive service reviews focused on user outcomes rather than traditional SLA-only reporting.
- Ensure alignment between operational performance and business expectations.
Service Reliability & Operational Excellence
- Collaborate with Service Reliability, Infrastructure, Application, and Security leaders to improve service quality.
- Identify recurring user pain points and drive corrective improvement initiatives.
- Lead initiatives aimed at reducing ticket volumes through automation, self-service, and proactive support.
- Establish mechanisms for measuring digital experience and service health.
AI, Automation & Experience Analytics
- Partner with the AI/Automation Lead Architect to leverage predictive analytics and experience intelligence.
- Drive adoption of AI-powered service management, virtual agents, and proactive monitoring solutions.
- Use data-driven insights to improve customer and employee satisfaction.
- Build analytics-led experience improvement frameworks.
Organizational Change & Adoption
- Work closely with the OCM Lead to maximize adoption of new services, tools, and processes.
- Develop stakeholder engagement and communication strategies.
- Ensure business readiness for transformation initiatives.
- Drive change adoption and user engagement programs globally.
Stakeholder Management
- Act as the primary interface for Reckitt leadership regarding user experience and service quality.
- Facilitate executive governance forums and steering committees.
- Build trusted relationships with business leaders, service owners, and transformation teams.
- Influence cross-functional teams to deliver experience-focused outcomes.
Skill Requirements
Required Experience
- 15+ years of experience in IT Service Management, Digital Workplace, Experience Management, Service Excellence, or Transformation leadership roles.
- Experience managing large-scale global managed services programs.
- Proven experience establishing XMO, CX, EX, Service Excellence, or Value Management functions.
- Strong experience working within ITIL-based service management organizations.
- Experience driving business transformation and organizational change programs.
- Exposure to SAP, Enterprise Applications, Infrastructure, Digital Workplace, and Cloud services.
- Experience working with executive stakeholders in global consumer goods, manufacturing, or FMCG organizations is preferred.
Other Requirements
Service & Experience Management
- Experience Management (XMO)
- Customer Experience (CX)
- Employee Experience (EX)
- Experience Level Agreements (XLAs)
- ITIL Service Management
- Service Excellence
Governance & Transformation
- Digital Transformation
- Business Value Management
- Operational Excellence
- Executive Reporting
- Service Governance
- Continuous Improvement
Analytics & Automation
- Experience Analytics Platforms
- Power BI / Tableau
- ServiceNow
- AI & Automation Adoption
- KPI & Value Realization Frameworks
Leadership Skills
- Executive Stakeholder Management
- Strategic Planning
- Team Leadership
- Influencing & Negotiation
- Change Leadership
- Customer Relationship Management
Information at a Glance