Service Transition Director

Summary

Join Experian's Global Digital Workplace Enablement team as a leader, providing strategic and tactical direction for the smooth transition of new and updated IT products and services into production. Lead a team of analysts focused on digital workplace enablement, user experience, service transition, and data visualization. Set team vision and goals, manage performance, and foster high engagement. Oversee the service change review process, communicate user-affecting changes, and promote communication between IT support teams and end-users. Manage the global Change Champions program and partner with other teams to integrate feedback and drive improvements. This remote US-based role reports to the Head of Global Digital Workplace Enablement.

Requirements

• Bachelor's degree in IT, Computer Science, UX, or a related field
• 5+ years Experience leading teams in IT service transition, end-user engagement, or digital workplace enablement
• Experience with coaching, performance management, and developing teams
• Experience presenting technical or change-related information to diverse audiences
• Experience communicating across all company levels with all kinds of partners
• Experience representing and advocating for end-user needs
• Background working in global IT organizations and working with partners across departments
• Familiarity with ITIL or similar service management frameworks; general knowledge of GenAI tools and end-user technologies

Responsibilities

• Lead a team of analysts focused on digital workplace enablement, user experience, service transition, and data visualization
• Set vision and goals for the team; manage performance, delegate, and foster high engagement
• Oversee the service change review process, including early life support and weekly change approval meetings
• Communicate user-affecting changes to end-users and support teams, including monthly forecasts
• Promote communication between IT support teams and end-users; gather and represent user feedback
• Lead end-user communication strategies in partnership with internal comms, using creative channels to lead awareness
• Manage the global Change Champions program (~400 users) to test changes and provide feedback
• Partner with Service Quality and Voice of the Customer teams to integrate feedback and lessons learned into measurable improvements

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays