Industry Principal I

Job description

Key Responsibilities Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L. Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs. Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve. Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling. Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator. Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition. Hard Skills ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design. Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs. Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate. Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation. Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models. Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user. Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles. Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service. Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors. Key Responsibilities Key Responsibilities Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L. Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs. Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve. Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling. Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator. Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition. Hard Skills ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design. Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs. Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate. Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation. Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models. Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user. Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles. Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service. Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors. Skill Requirements Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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