Employee Experience Support Transformation Manager
Core
Drive support transformation and continuous improvement initiatives across the Employee Experience organization to enhance the effectiveness, efficiency, and customer experience of Workplace IT services.
Role type
Senior IC transformation manager (IT support & service operations)
Builds
Strategic programs focused on support operations, service management, automation, AI-enabled support, and operational excellence
Domain
Semiconductor industry + IT Service Management (ITSM) & Digital Employee Experience (DEX)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT support and service management (ITSM, Service Desk, Endpoint Support, Field Services), team leadership, strategic roadmap development, root cause analysis, KPI and metrics analysis, executive communication, business acumen
Preferred skills
Executive presence, business storytelling, translating complex technical information into business recommendations, organizational planning, influencing capabilities
Technologies
ITSM tools, AI-enabled support platforms, Digital Employee Experience (DEX) tools
Responsibilities
Partner with business collaborators and technical teams to develop a 3-year support technology roadmap; Lead cross-functional teams to deliver support and service transformation initiatives; Drive continuous improvement programs for service quality, operational efficiency, automation, and self-service; Analyze service performance and operational trends to identify improvement opportunities; Establish, monitor, and report on KPIs and employee experience measures; Lead problem management and root cause analysis to improve service stability; Build and develop high-performing teams while delivering executive presentations and strategic recommendations
Seniority
Senior, hands-on IC with leadership responsibilities