Lead the transformation of employee support into a best-in-class experience channel. This role will drive the strategy, operations, and continuous improvement of Tier 1 support services, integrating automation, AI, and self-service capabilities to boost efficiency and employee satisfaction.

Elevate employee support from a traditional service desk to an intelligent experience layer. The focus is on enabling employees to access information, resolve issues, and complete transactions effortlessly, leveraging advanced technologies.

NTT DATA, a global leader in business and technology services, is committed to accelerating client success and societal impact through responsible innovation. As a top employer worldwide, we offer unparalleled expertise in AI, cloud, security, and digital solutions.

Develop and implement the vision and strategy for the Employee Help Desk, leading teams across HR, Payroll, and Benefits. Establish stringent service delivery standards, KPIs, and SLAs to ensure operational excellence.

Transform the Tier 1 help desk into an employee experience hub, promoting digital adoption and self-service. Design strategies to enhance employee satisfaction, first-contact resolution, and overall service accessibility.

Drive the adoption of Agentic AI, intelligent virtual assistants, and digital workers within Tier 1 support. Deploy autonomous workflows for seamless transaction completion and issue resolution through conversational interfaces.

Act as a subject matter expert for help desk platforms and case management systems, optimizing delivery through platforms like ServiceNow. Collaborate with HR Technology, IT, and Digital Experience teams to refine workflows and service operations.

Establish and maintain a robust knowledge management framework to improve resolution rates via enhanced articles and digital assistance. Identify and implement process improvements for standardization across all employee support services.

Requires a Bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field. Possess over 10 years of experience in employee services, HR operations, shared services, help desk management, or service delivery.

Demonstrated leadership in managing enterprise-scale Employee Help Desk or Shared Services functions is essential. Deep understanding of employee support operating models, case management, and service delivery best practices is required.

Proven experience in designing and implementing Tier 1 support strategies to enhance employee experience and operational efficiency. Experience with AI-enabled support models, automation, or digital workforce technologies is necessary.

Preferred experience includes hands-on work with ServiceNow HRSD, Employee Center, or similar platforms, as well as implementing agentic AI, chatbots, and workflow automation. Familiarity with HR technology ecosystems and relevant certifications are highly desirable.