Experience Management Office - Experience Delivery account Lead

What success looks like in this role:

Job Title:   Experience Delivery Lead  

Job summary  

eXperience Management Office is   seeking   for   a n   eXperience Delivery   Lead   (XD L )   with   strong business relationship   management ,   communication,   and   leadership   skills   to   drive   proactive   e nd-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   L ead   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   k now the customer strategy to recommend the right initiatives from the XMO   service .    eXperience Delivery Lead will hold   E xperience 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 e x perience.   

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.  

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 e xperience in IT   Service Management is required.   ITIL v.4 Foundation   certification   is a plus .  

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,   motivat ed,   and motivating.  

Experience in Digital   or User   Experience Management   tools   is a plus.  

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 e xperience in IT   Service Management is required.   ITIL v.4 Foundation   certification   is a plus .  

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,   motivat ed,   and motivating.  

Experience in Digital   or User   Experience Management   tools   is a plus.  

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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