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 223,000 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 June 2026 totaled $14.8 billion.