Experience Delivery Lead

Job Title: Experience Delivery Lead 

Job summary 

eXperience Management Office is seeking for an eXperience Delivery Lead (XDL) with strong business relationship management, communication, and leadership skills to drive proactive end-to-end experience delivery service within an organization.  This role will be accountable for delivery of the XMO service to clients, working alongside a team of Proactive and Automation Engineers ensuring a smooth and continues outstanding end user experience.  eXperience Delivery Lead will be responsible for building and implementing successful use cases therefore improvements, tangible savings, and benefits showcasing real value to the XMO work being delivered.  This role will require excellent customer relationship skills and business skills know the customer strategy to recommend the right initiatives from the XMO service.  eXperience Delivery Lead will hold Experience Level Review meetings to discuss value of findings and conduct roadmap planning to ensure best use of DEX features and XLA implementation to enhance user experience.  

Your key areas of responsibilities will be: 

• Take full responsibility for the successful delivery of experience as a service, monitoring automation progress, identifying potential risks or issues, and developing actionable mitigation plans with clear ownership. 

• Serve as the primary point of contact for the customer throughout the entire contract lifecycle, ensuring continuous engagement and communication. 

• Lead the implementation and advancement of Experience Level Agreements (XLAs) to meet the expectations and outcomes desired by end users of the XMO service. 

• Oversee Proactive and Automation Engineers in the efficient execution of use cases to achieve desired outcomes. 

• Develop and advance experience-driven use cases and automation solutions that deliver measurable benefits to customers. 

• Maintain XMO value use case trackers, ensuring the clear documentation and auditability of tangible benefits being achieved. 

• Manage and track action items to ensure continuous progress and resolution of any challenges. 

• Foster strong relationships with customers as well as internal and external teams, emphasizing collaboration to enhance the value of the XMO service across all service areas. 

• Facilitate regular weekly technical bridges to drive collaboration, share insights, and evaluate the outcomes of use cases. 

• Take ownership of preparing and delivering monthly Experience Level reports, highlighting key achievements, use case progress, and ensuring the delivery of tangible benefits to the client. 

• Gain a deep understanding of the customer’s strategy and roadmap to ensure XMO initiatives align and maximize value. 

We expect that you: 

• Bachelor's degree in a relevant field (e.g., IT service delivery, client delivery, project management) or equivalent practical experience. 

• At least 2 years of experience in IT Service Management is required. ITIL v.4 Foundation certification is a plus. 

• Understand concept between traditional services SLAs and emerging XLAs. 

• Proven experience as a Delivery lead or similar role, delivering a customer service. 

• Have a strong understanding of automation or software development cycle. 

• At least 2 years of experience in a customer-facing role, with excellent business relationship and communication skills. 

• Able to communicate clearly with all team members and customers about the findings in non-technical language.  

• Presentation skills, business writing skills  

• Possess strong leadership skills to manage XMO Proactive and Automation teams and drive cross-functional teams. 

• Experience in Agile or Problem Management methodologies. 

• Strong reporting and visualization skills using e.g Excel, PowerBI. 

• Driven, focused and proactive, with a can-do attitude. 

• Energetic, positive, flexible, motivated, and motivating. 

• Experience in Digital or User Experience Management tools is a plus. 

We expect that you: 

• Bachelor's degree in a relevant field (e.g., IT service delivery, client delivery, project management) or equivalent practical experience. 

• At least 2 years of experience in IT Service Management is required. ITIL v.4 Foundation certification is a plus. 

• Understand concept between traditional services SLAs and emerging XLAs. 

• Proven experience as a Delivery lead or similar role, delivering a customer service. 

• Have a strong understanding of automation or software development cycle. 

• At least 2 years of experience in a customer-facing role, with excellent business relationship and communication skills. 

• Able to communicate clearly with all team members and customers about the findings in non-technical language.  

• Presentation skills, business writing skills  

• Possess strong leadership skills to manage XMO Proactive and Automation teams and drive cross-functional teams. 

• Experience in Agile or Problem Management methodologies. 

• Strong reporting and visualization skills using e.g Excel, PowerBI. 

• Driven, focused and proactive, with a can-do attitude. 

• Energetic, positive, flexible, motivated, and motivating. 

• Experience in Digital or User Experience Management tools is a plus.