全职 Track Manager (Support - Operations) 工作, 薪水, HCLTech 公司招聘中 - Ricebowl

Singapore, Singapore
Job Summary

The Experience Director – End User Services is responsible for defining, driving, and continuously improving the overall digital workplace and end-user experience across the enterprise. This role leads the strategy, governance, service delivery, and transformation initiatives covering Service Desk, Field Services, Workplace Technology, Collaboration Platforms, Digital Employee Experience (DEX), End User Computing (EUC), and Workplace Support Services.

The individual will focus on enhancing employee productivity, improving user satisfaction, driving automation and self-service adoption, and ensuring a seamless omnichannel support experience.

This role reports to EUS Lead and work collaboratively to bring improvements in the Services and transform end user experience.

Key Responsibilities

Digital Employee Experience Leadership

Develop and execute the End User Services strategy aligned to business objectives.
Establish measurable Digital Employee Experience (DEX) programs and service improvement roadmaps.
Lead workplace experience transformation initiatives leveraging AI, automation, analytics, and modern support models.
Drive employee productivity improvements through proactive monitoring and experience management.

End User Services Management

Oversee delivery of:
Global Service Desk
Desk-side and Field Support
End User Computing (Windows, Mac, Mobile)
Collaboration Services (Microsoft 365, Teams, SharePoint)
Meeting Room and AV Services
Virtual Desktop Infrastructure (VDI)
Workplace Technology Services
Ensure service consistency across regions and business units.

Employee Experience & Customer Satisfaction

Own End User Experience KPIs and satisfaction metrics.

Drive improvements in:
CSAT
NPS
Employee Experience Scores
First Contact Resolution (FCR)
Mean Time to Resolve (MTTR)
Establish Voice of Employee (VoE) feedback mechanisms.

Service Excellence & Governance

Define operational governance and performance management frameworks.
Establish service standards and experience-focused SLAs/XLAs.
Conduct service reviews and executive stakeholder governance meetings.
Manage risk, compliance, and audit requirements for workplace services.

DEX and Analytics

Leverage DEX platforms such as:
Nexthink
Lakeside SysTrack
Riverbed Aternity
Microsoft Productivity Score
Analyze employee experience trends and recommend proactive improvements.
Build executive dashboards for workplace experience reporting.

Automation & Innovation

Drive AI-enabled support models including:
Virtual Agents
Chatbots
Knowledge Management
Self-Healing Technologies
Automated Endpoint Management
Increase shift-left and self-service adoption.
Improve operational efficiency through automation initiatives.
Skill Requirements

Technical Expertise

Digital Workplace Services
End User Computing (EUC)
Microsoft 365 Ecosystem
Microsoft Teams
Intune / Endpoint Management
VDI Technologies
Service Desk & ITSM
Workplace Collaboration Solutions
DEX Platforms
AI-powered Service Operations

Service Management

ITIL Framework
Experience Level Agreements (XLAs)
Service Delivery Governance
Continuous Service Improvement
Performance Management
Major Incident Management
Other Requirements

Preferred Qualifications

Bachelor's Degree in Information Technology, Engineering, or related field.
ITIL Expert / ITIL 4 Managing Professional certification.
Microsoft 365 expertise.
Digital Workplace or Employee Experience certifications, if any
15+ years of IT experience with 8+ years in End User Services leadership roles.

Key Performance Indicators (KPIs)

Employee Experience Score
CSAT/NPS
Service Desk FCR %
MTTR
SLA/XLA Achievement
Self-Service Adoption Rate
Automation Benefits Realization
Endpoint Compliance
Productivity Improvement Metrics
Knowledge Article Effectiveness
DEX Improvement Index
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