Employee Experience Manager

LIPTON Teas and Infusions

About the job
Job description:

Job Title: Employee Experience Manager
Work Location: Bangalore, India
Job Type: Fulltime
Travel required: Limited travel
Reports to: Head of IT Operations

Purpose of the role

We are looking for an IT Employee Experience Manager to join our team and leverage the latest technologies to create a positive and engaging digital modern workplace for our employees. You will be responsible for designing, implementing, and managing the technology solutions that support our employee lifecycle (Join to Retire).

Qualification & Experience Required

Bachelor’s degree in information technology, computer science, computer engineering or related field
At least 7 years of experience in managing and implementing End User Computing technology solutions.
Certified in ITIL v3/v4 and proficient in using ITSM tools such as ServiceNow, Jira, and Zendesk to manage IT service delivery, incident resolution, and customer satisfaction.
Significant experience of supplier management.
Proficiency in management of various IT tools and platforms, including Microsoft Intune, Microsoft 365, SharePoint, Teams, Power BI, and Azure.
Demonstrated experience in leading and managing IT projects and initiatives, from planning to execution and evaluation.
Passion for IT, people development and organisational excellence with a customer-centric and agile mindset.
Ability to work collaboratively and effectively in a remote and hybrid environment, leveraging digital tools and platforms to communicate and collaborate with vendors, cross-functional teams and stakeholders.
Accountabilities

Drive excellence in the incident management process, communicating effectively with stakeholders and customers about the status and impact of IT incidents.
Review documentation and analysis of the root causes and lessons learned from IT incidents and implement preventive or corrective actions as part of problem management and continuous service improvement and increasing MTBF.
Deliver excellent IT services for our employees from Join to Retire/Leave) covering End User Computing and People and Organisation tools (SAP Success Factors etc)
Maintain the CMDB as a single source of truth for all IT Assets, managing the assets lifecycle and associated costs.
Design, implement, and evaluate IT employee experience initiatives and programs that enhance the digital workplace culture and performance.
Collaborate with IT leaders, managers, and staff to understand their needs, expectations, and feedback on the IT services and tools they use.
Measure and report on the impact and outcomes of IT employee experience initiatives and programs using data and analytics.
Research and benchmark best practices and trends in IT employee experience and digital workplace transformation.
Develop and deliver IT employee experience communication and training materials to increase awareness and adoption of IT services and tools.
Stakeholder Management and Key Interfaces:

Managing a team of 4
Global responsibility
Key Stakeholders: 3P suppliers, Functional/Tower Leads, Process owners, super users
Travel

As per job requirements globally
Leadership Behaviour

Should meet expectations of the Lipton Teas and Infusions GROW Values relevant to this work level.

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