Alle freelance opgaverEnablement and Experience Leader – Service Adoption & Experience Frameworks – 12 Months in Bengaluru/Hybrid
Service Management & Operations is the area responsible for enabling, managing and improving IT services used by co-workers and technology teams. Service Enablement Management supports this area by improving service experience, adoption, ways of working, insights and cross-team alignment.
The consultant should be able to work 1-2 days/week from the client’s office in Bengaluru and collaborate with global stakeholders across different time zones.
Assignment background
Service Management & Operations is strengthening how it works with co-worker experience, service adoption and experience-led improvement of IT services.
We are looking for a consultant to support ongoing work within Service Enablement Management. The role will help teams better understand co-worker needs, use personas and journey maps, identify pain points, improve adoption of services and create clearer visibility of progress, blockers and improvement actions.
A key part of the assignment is to maintain and improve the experience framework. In simple terms, this means keeping the common way of working, templates, artefacts and routines updated for how teams capture experience needs, map journeys, use personas, define experience measures and follow up improvement actions.
The consultant will work closely with stakeholders who are responsible for improving specific service or user experience areas. The consultant will help them align priorities, clarify ownership, identify maturity gaps and move agreed actions forward.
This is a hands-on execution and enablement role, not a broad advisory role and not a pure UX design role. The consultant is expected to create structure, facilitate alignment, capture needs from teams, translate insights into practical actions and keep experience/adoption work moving forward.
Scope of assignment
The consultant will work as an Enablement and Experience Leader with focus on:
- Co-worker experience and digital service adoption
- Persona and journey-map work
- Experience framework maintenance and improvement
- Alignment across teams
- Experience measurement and XLA support
- XLA means Experience Level Agreement, used to understand and measure how users experience IT services, beyond traditional SLA performance.
- Stakeholder facilitation and progress tracking
- Adoption, communication and change enablement activities
The consultant will work closely with service management, business analysis, service teams, engineering teams and country service operations.
Key responsibilities
- Maintain and improve the experience framework, including templates, artefacts, routines and shared ways of working.
- Facilitate alignment sessions and working groups.
- Capture needs, blockers and recurring patterns from teams and stakeholders.
- Support teams in using personas, journey maps, XLA concepts and experience measures.
- Identify maturity gaps in how teams work with experience, adoption and journey mapping.
- Help close gaps through practical templates, coaching and facilitated sessions.
- Coordinate journey work across teams and help clarify ownership gaps or overlaps.
- Track shared priorities and maintain a simple status view.
- Prepare concise updates on progress, risks, blockers, decisions needed and next steps.
- Support adoption, communication and change enablement activities.
- Translate experience insights into practical service improvement opportunities.
Required skills and experience
- Strong experience in IT, digital workplace, IT service management, digital employee experience, adoption, change management or experience-led service improvement.
- Experience working in large, complex and global IT organisations.
- Strong stakeholder management skills, including working with senior stakeholders, service teams, product/service owners and operational teams.
- Strong facilitation skills, with experience leading workshops, alignment sessions and working groups.
- Experience with persona development, journey mapping, service design, product discovery or experience frameworks.
- Ability to translate qualitative and quantitative input into clear insights, recommendations and practical next steps.
- Experience with KPIs, adoption metrics, experience indicators, XLAs or service performance measures.
- Strong communication and storytelling skills.
- Ability to work independently, create structure in ambiguity and keep multiple workstreams moving.
- Good understanding of IT Service Management and ITIL-based ways of working.
Good to have
- Experience with Digital Employee Experience tools, digital adoption platforms or experience analytics.
- Experience with ServiceNow and service management data.
- Experience with Digital Workplace, end-user services, IT operations or enterprise service management.
- Knowledge of ITIL, SAFe, Agile ways of working or product operating models.
- Experience working with third-party IT partners or managed service providers.
- Experience supporting communities of practice, adoption forums or change networks.
Three most important capabilities
- Experience in co-worker/user experience, digital adoption, journey mapping, personas or experience-led service improvement in a large IT environment.
- Strong facilitation and stakeholder management skills, with the ability to align cross-functional teams around shared priorities and next steps.
- Ability to turn input and data into actionable insights, maintain structured status views, identify maturity gaps and drive practical progress in an ambiguous environment.
Important clarification
This is not a traditional Business Analyst role focused only on requirements documentation. It is also not a pure UX/UI design role. The right profile is someone who can combine experience thinking, service management understanding, adoption/change enablement, facilitation and structured execution.
Practical Information
- Duration: 12 months.
- Work setup: Hybrid setup with 1-2 days onsite per week.
