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Metro location and a generalist delivery title increase applicant competition moderately.
Delivery and ITSM skills transfer across sectors but require domain-specific service management experience.
Explicit 2-year ITSM/customer-facing requirement and expected leadership skills create moderate hiring filters.
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Own end-to-end delivery of Experience Management Office (XMO) services ensuring smooth, continuous end user experience.
Lead and coordinate Proactive and Automation Engineers to implement experience-driven use cases that deliver measurable business benefits and savings.
Maintain customer relationships as primary contact; conduct Experience Level Review meetings; prepare and deliver monthly Experience Level reports to showcase value and progress.
Bachelor's degree in relevant field (e.g., IT service delivery, client delivery, project management) or equivalent experience.
At least 2 years of experience in IT Service Management.
Proven experience in a delivery lead or similar customer service delivery role with strong business relationship management.
Strong understanding of automation or software development lifecycle; experience with Agile or Problem Management methodologies preferred.
Demonstrates ability to translate customer strategy into actionable XMO initiatives and use cases with clear value realization.
Experienced in managing cross-functional teams including engineers focused on proactive service and automation.
Skilled in reporting and data visualization (e.g., Excel, PowerBI) to communicate technical findings in non-technical terms and drive stakeholder engagement.