Senior Manager, End User Experience
Core
Lead a global team to build a modern, AI-augmented, self-service IT support model using internal platforms Spark and a new AI-powered ITSM platform.
Role type
Senior Manager, End User Experience
Builds
AI-powered personal IT agent (Spark) and AI-powered ITSM platform
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
Native Spanish, professional English, stakeholder influence
Technologies
Spark, AI-powered ITSM platform
Responsibilities
Manage a 9-person distributed team, own the full IT Workplace experience end-to-end, drive adoption of Spark and new ITSM platform, provide operational feedback to Engineering/Product teams, ensure security and compliance alignment
Seniority
Senior, hands-on IC with people management