Experience Delivery Lead - XMO

Accountable for end-to-end delivery of Experience Management Office (XMO) services including overseeing Proactive and Automation Engineers to deliver measurable customer benefits.

Serve as primary customer contact throughout contract lifecycle, managing communication, engagement, and delivery of Experience Level Agreements (XLAs).

Lead development and implementation of experience-driven use cases, track value, conduct reporting, and align initiatives with customer strategy.

Bachelor's degree in relevant field or equivalent practical experience.

At least 2 years of experience in IT Service Management and at least 2 years in a customer-facing role with strong business relationship skills.

Proven experience as a Delivery Lead or similar customer service delivery role.

Familiarity with ITIL v4 Foundation, automation/software development life cycle, Agile or Problem Management methodologies, and reporting tools like Excel or PowerBI.

Experienced in managing cross-functional teams focused on experience delivery and customer outcomes in IT service environments.

Skilled in translating technical findings into clear, non-technical communication for diverse stakeholders.

Strong leadership and business relationship capabilities with a focus on proactive delivery and measurable impact of XMO services.