Experience Delivery Lead - XMO

Unisys; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Unisys seeks an eXperience Delivery Lead in Bengaluru to drive end-to-end XMO service delivery, leveraging Proactive and Automation Engineers to ensure outstanding user experience. You will own customer relationships, lead XLAs, and advance use cases that show tangible business value.

The role requires strong business acumen, cross-functional leadership, and the ability to present findings in non-technical terms while guiding roadmap planning to maximize XMO value.

Qualifications

• Bachelor's degree or equivalent practical experience in IT service delivery or related field.
• At least 2 years in IT Service Management is required.
• ITIL v4 Foundation certification is a plus.
• Experience as Delivery lead or similar role delivering customer service.
• Strong communication and business relationship skills with customers.

Responsibilities

• Take full responsibility for successful delivery of experience as a service and manage risks with mitigation plans.
• Act as primary customer contact throughout contract lifecycle and ensure continuous engagement.
• Lead XLAs implementation to meet end-user expectations and outcomes.
• Oversee Proactive and Automation Engineers to achieve desired results.
• Develop experience-driven use cases and automation delivering measurable benefits.
• Maintain XMO value use case trackers and document tangible benefits.
• Manage and track actions to ensure progress and resolution.
• Foster collaboration with customers and cross-functional teams to maximize value.
• Facilitate weekly technical bridges to share insights and outcomes.
• Prepare and deliver monthly Experience Level reports with key achievements.

Skills

Business relationship management

Communication

Leadership

Customer service

Presentation skills

Problem solving

Education

Bachelor's degree in IT service delivery or related field

ITIL v.4 Foundation certification

Tools

Teamviewer

1E DEX

PowerBI

Excel

Job description

What success looks like in this role: 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.

You will be successful in this role if you have: 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.
• Experience in Teamviewer/ 1E DEX 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.

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This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail].

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Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity