Track Manager - ServiceNow, IT Service Management

Job Description

Track Manager - ServiceNow, IT Service Management

Bengaluru, Karnataka

Job Summary

Provide strategic ownership and governance of User Experience Operations, driving reduction of user‑driven incidents (UEO / User Error Occurred) and improving end‑user experience, adoption, and productivity across the digital workplace.

Primary Skill - Service Desk, Digital Workplace, and DEX models\\\ Secondary Skill - shift‑left, AI‑led support, Continual improvement

Key Responsibilities

Own the UEO strategy and operating model across Service Desk and Digital Workplace Act as final escalation authority for chronic UEO trends and experience gaps Analyze UEO patterns, user behavior, journey pain points, and experience data Drive reduction of avoidable / user‑generated incidents through: Knowledge improvements UX simplification Automation and self‑service Training and OCM interventions Define and govern UEO standards, categorization rules, and reporting mechanisms Own experience KPIs: UEO%, CSAT, FCR, repeat tickets, self‑service adoption Partner with Service Desk, Knowledge, OCM, Training, Product, and Tooling teams Sponsor shift‑left, AI‑led support, and DEX initiatives Present experience insights, risks, and improvement roadmaps to leadership Mentor L1/L2 UEO teams and embed experience‑first thinking across operations

Skill Requirements

Strong understanding of Service Desk, Digital Workplace, and DEX models ITIL 4 (Incident, Knowledge, Continual Improvement, Experience practices) User behavior and experience analytics Experience tooling (ServiceNow, DEX platforms, dashboards) Automation, self‑service, and AI‑assisted support concepts

Other Requirements

Strategic and experience‑centric mindset Strong stakeholder and executive communication Data‑driven decision making Change and adoption leadership Coaching and governance capability Reduction in UEO / User Error Occurred tickets Improvement in CSAT / DEX / Experience scores Increase in self‑service and knowledge usage Reduction in repeat and avoidable incidents FCR improvement Stakeholder satisfaction

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.