Track Manager (Support & Operations)

Job Summary

XMO Director (L3) Lot 1 – Experience Management Office (XMO) Location: Hyderabad / Bangalore Experience: 10–12 Years Role Summary The XMO Director will lead the Experience Management Office (XMO) function, driving service excellence, customer experience, employee experience, and continual service improvement across the IT services landscape. The role will be responsible for establishing experience-led governance, driving transformation initiatives, and ensuring service delivery outcomes align with business objectives and user expectations.

Key Responsibilities

Roles and Responsibilities • Define and drive the XMO vision, strategy, governance framework, and continuous improvement roadmap. • Establish and manage experience measurement frameworks, including XLAs, customer satisfaction, user sentiment, and service performance metrics. • Partner with Service Delivery Managers, Tower Leads, Governance teams, and Business Stakeholders to improve overall service experience and business outcomes. • Analyze operational, service, and experience data to identify trends, pain points, and opportunities for improvement. • Lead service improvement initiatives focused on enhancing customer experience, employee productivity, operational efficiency, and service quality. • Drive adoption of automation, self-service, shift-left, and digital experience capabilities to improve service delivery effectiveness. • Govern service improvement backlogs, action plans, and transformation initiatives, ensuring measurable value realization. • Develop and present executive dashboards, governance reports, and strategic recommendations to senior leadership. • Promote a culture of customer-centricity, innovation, and data-driven decision making across delivery teams. • Collaborate with Change & Adoption, Automation, Service Delivery, and Governance teams to ensure successful delivery of experience improvement programs. • Mentor and guide XMO, service improvement, and transformation teams while driving organizational maturity.

Skill Requirements

Mandatory Skills • Experience Management Office (XMO) • Service Delivery & Governance • Continual Service Improvement (CSI) • XLA, SLA & KPI Management • Customer & Employee Experience Management • Service Reporting & Analytics • Service Transformation & Adoption • Stakeholder & Executive Management • Operational Governance Preferred Skills • Power BI • ServiceNow • Automation & Self-Service Platforms • Lean Six Sigma • Organizational Change Management

Other Requirements

Certifications Mandatory • ITIL v4 Foundation Preferred • ITIL Managing Professional • PMP (Project Management Professional) • Lean Six Sigma Green Belt / Black Belt • Prosci Change Management Certification Soft Skills • Strong leadership and stakeholder management capabilities