Track Manager - ServiceNow, IT Service Management
India
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Job Description
Track Manager - ServiceNow, IT Service Management
Bengaluru, Karnataka

Job Summary

Provide strategic ownership and governance of User Experience Operations, driving reduction of user‑driven incidents (UEO / User Error Occurred) and improving end‑user experience, adoption, and productivity across the digital workplace.
Primary Skill - Service Desk, Digital Workplace, and DEX models\\\\r\\\\nSecondary Skill - shift‑left, AI‑led support, Continual improvement 

Key Responsibilities

Own the UEO strategy and operating model across Service Desk and Digital Workplace\r\nAct as final escalation authority for chronic UEO trends and experience gaps\r\nAnalyze UEO patterns, user behavior, journey pain points, and experience data\r\nDrive reduction of avoidable / user‑generated incidents through:\r\nKnowledge improvements\r\nUX simplification\r\nAutomation and self‑service\r\nTraining and OCM interventions\r\nDefine and govern UEO standards, categorization rules, and reporting mechanisms\r\nOwn experience KPIs: UEO%, CSAT, FCR, repeat tickets, self‑service adoption\r\nPartner with Service Desk, Knowledge, OCM, Training, Product, and Tooling teams\r\nSponsor shift‑left, AI‑led support, and DEX initiatives\r\nPresent experience insights, risks, and improvement roadmaps to leadership\r\nMentor L1/L2 UEO teams and embed experience‑first thinking across operations

Skill Requirements

Strong understanding of Service Desk, Digital Workplace, and DEX models\r\nITIL 4 (Incident, Knowledge, Continual Improvement, Experience practices)\r\nUser behavior and experience analytics\r\nExperience tooling (ServiceNow, DEX platforms, dashboards)\r\nAutomation, self‑service, and AI‑assisted support concepts

Other Requirements

Strategic and experience‑centric mindset\r\nStrong stakeholder and executive communication\r\nData‑driven decision making\r\nChange and adoption leadership\r\nCoaching and governance capability\r\nReduction in UEO / User Error Occurred tickets\r\nImprovement in CSAT / DEX / Experience scores\r\nIncrease in self‑service and knowledge usage\r\nReduction in repeat and avoidable incidents\r\nFCR improvement\r\nStakeholder satisfaction
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.