Track Manager - ServiceNow, IT Service Management

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\\n Secondary Skill - shift‑left, AI‑led support, Continual improvement

Key Responsibilities

Own the UEO strategy and operating model across Service Desk and Digital Workplace\r\n Act as final escalation authority for chronic UEO trends and experience gaps\r\n Analyze UEO patterns, user behavior, journey pain points, and experience data\r\n Drive reduction of avoidable / user‑generated incidents through:\r\n Knowledge improvements\r\nUX simplification\r\n Automation and self‑service\r\n Training and OCM interventions\r\n Define and govern UEO standards, categorization rules, and reporting mechanisms\r\n Own experience KPIs: UEO%, CSAT, FCR, repeat tickets, self‑service adoption\r\n Partner with Service Desk, Knowledge, OCM, Training, Product, and Tooling teams\r\n Sponsor shift‑left, AI‑led support, and DEX initiatives\r\n Present experience insights, risks, and improvement roadmaps to leadership\r\n Mentor 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\n User behavior and experience analytics\r\n Experience tooling (Service Now, DEX platforms, dashboards)\r\n Automation, self‑service, and AI‑assisted support concepts

Other Requirements

Strategic and experience‑centric mindset\r\n Strong stakeholder and executive communication\r\n Data‑driven decision making\r\n Change and adoption leadership\r\n Coaching and governance capability\r\n Reduction in UEO / User Error Occurred tickets\r\n Improvement in CSAT / DEX / Experience scores\r\n Increase in self‑service and knowledge usage\r\n Reduction in repeat and avoidable incidents\r\nFCR improvement\r\n Stakeholder satisfaction