Senior End User Experience Manager
Core
Lead a global team to build a modern, AI-augmented internal IT support model using Spark (AI agent) and a new AI-powered ITSM platform.
Role type
Senior End User Experience Manager (Global Team Lead)
Builds
AI-powered personal IT agent (Spark) and AI-powered ITSM platform for internal employees
Domain
IT Service Management, Digital Employee Experience (DEX), AI-driven support
Deliverable
production ML models | product features
Required skills
Global team management, IT end-user support at scale, automation and AI-driven support tooling, Digital Employee Experience (DEX) expertise, working with in-development products, analytical mindset with data/SLAs/KPIs, ISO 27001/SOC 2 Type II framework knowledge, ITIL certification
Preferred skills
None stated
Technologies
Spark, AI-powered ITSM platform
Responsibilities
Manage a 9-person distributed team across five countries, own the full IT Workplace experience end-to-end, drive adoption of Spark and the new ITSM platform, collaborate with Engineering and Product teams on active development, integrate security and compliance into team processes, act as an internal champion and user of the DEX platform
Seniority
Senior, hands-on IC with people management