The team youll be working with:
As part of this Digital Employee Experience (DEX) role, you will be involved in governing, managing and continually improving DEX services across NTT DATA Managed Services accounts. The role will have a primary focus on Nexthink, using experience data, telemetry and automation to improve employee experience, operational outcomes and account value. You will have a natural aptitude for building strong relationships with clients, account stakeholders and operational teams. Given the nature of our Managed Service clients and sectors you may be required to obtain security clearance.
What youll be doing:
Work with the Senior Specialist owner for DEX in the UK, Solution Leads, Service Delivery Managers and account teams to shape and govern DEX adoption across Managed Services accounts
Act as an account-facing Modern Workplace - Digital Experience Lead, translating client objectives, experience data and service issues into clear account roadmaps
Own and maintain account-level DEX plans, maturity assessments, improvement backlogs, benefit tracking and reporting packs
Support the governance of Nexthink across accounts, including platform usage, data quality, dashboards, remote actions, investigations, campaigns, alerts and value reporting
Coordinate operational teams to ensure DEX insights are triaged, prioritised and converted into service improvement activity
Drive consistency in DEX operating models, processes, standards, documentation and handover across accounts
Facilitate regular DEX reviews with account teams, identifying trends, risks, adoption blockers and opportunities for automation or proactive remediation
Support onboarding of new accounts into the DEX service model, ensuring prerequisites, ownership, governance cadence and reporting expectations are understood
Work with EUC, Service Desk, Major Incident, Problem, Automation and Service Management teams to embed DEX insight into BAU operations
Contribute to pre-issue/post-issue reviews using Nexthink telemetry and wider service data to recommend practical remediation plans
Utilise excellent communication skills to interface with clients, internal teams and senior stakeholders, explaining DEX findings in business language
Stay up to date with Nexthink capabilities, DEX practices, Microsoft Modern Workplace trends and automation opportunities to ensure the service remains relevant and valuable
Other responsibilities will include:
Provide Managed Services accounts with practical, industry-leading advice and governance to help them make the most of DEX tooling and operating models
Help build, maintain and review account roadmaps, improvement plans and DEX maturity assessments
Act as the day-to-day coordination point between account leadership, operational teams and the UK DEX specialist owner
Produce high quality governance documentation, dashboards, reporting summaries and service improvement packs
Support the smooth onboarding, transition and handover of DEX capability into operational teams
Track actions, risks, dependencies and value outcomes from DEX reviews, ensuring activity does not stall after recommendations are made
Explain and promote the value of DEX and Nexthink to internal and external stakeholders, linking technical insight to user experience and service outcomes
What experience youll bring:
Extensive experience across End User Compute, Modern Workplace, Service Management or Digital Employee Experience, ideally within a Managed Services environment
Demonstrable understanding of DEX principles and how experience analytics can be used to improve operational performance and user outcomes
Practical experience with Nexthink or comparable DEX platforms, including dashboards, investigations, campaigns, remote actions, alerts and experience scoring
Ability to manage multiple account roadmaps and service improvement plans without losing control of actions, owners, risks and deadlines
Strong governance, stakeholder management and communication skills, including the ability to engage technical resources, service leads and client stakeholders
Experience working with operational teams to turn data-led findings into repeatable processes, automation opportunities and measurable outcomes
Ability to facilitate service reviews, workshops and working groups with confidence and clear follow-through
Excellent documentation skills are mandatory
Highly committed, motivated and self-starting - must be able to create structure, drive momentum and escalate blockers rather than waiting for a steer from above
Ability to work with a diverse group of technically experienced resources across multiple accounts
Desirable:
Prior experience of working in a multi-client or multi-vendor Managed Services environment is highly desirable
Experience helping to define or operate DEX governance models, service catalogues, reporting frameworks and adoption plans
Good understanding of Microsoft Intune, Windows, Microsoft 365, endpoint performance, device health, application experience and collaboration experience
Competent with scripting and automation concepts such as PowerShell, Nexthink Remote Actions and Power Automate
Familiarity with ITIL, ServiceNow, Problem Management, Continual Service Improvement and operational reporting
Relevant Nexthink, Microsoft 365, ITIL or service management certifications
Who we are:
At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R Make this the place where you belong, learn, and build your network. Make this the place whereyougrow.
what well offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.
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