EUC Program Manager

Key Responsibilities

Proactive Servicing Strategy & Operating Model

• Assess the current EUC proactive servicing model, tools, workflows, and outcomes
• Assist in designing a future-state predictive, proactive, and preventative servicing operating model
• Define how proactive servicing integrates across remote, localized, and onsite support teams

Live Servicing Channel Optimization

• Analyze live servicing channels (e.g., walk-up, chat, phone) to identify avoidable demand
• Design proactive and automated interventions to reduce live channel ticket volumes
• Embed automation and self-healing to prevent issues from reaching live support
• Define metrics to measure ticket deflection, demand reduction, and colleague impact

Colleague Journey & Experience

• Map the end-to-end colleague EUC journey, identifying friction, degradation, and recurring pain points
• Identify issues colleagues experience but do not report through traditional support channels
• Combine colleague insights with device health, compliance, and servicing data to surface hidden demand
• Ensure colleague experience informs prioritization of proactive servicing and automation use cases

Automation, Nexthink & Compliance Enablement

• Operationalize proactive remediation using Nexthink FLOW and Remote Actions
• Consult on design automation use cases that address both experience degradation and compliance-related issues
• Embed proactive remediation to resolve compliance gaps before they require manual intervention

ServiceNow Operational Enablement

• Provide guidance on ServiceNow operational deployment, including:
• Measuring adherence, compliance, and operational effectiveness
• Articulating and tracking value creation from reduced tickets and improved compliance
• Ensure ServiceNow supports proactive servicing and compliance behaviors

Required Qualifications

• Proven experience implementing EUC or Digital Workplace proactive servicing models
• Demonstrated success reducing live servicing channel demand through automation and proactive remediation
• Strong hands-on experience with Nexthink, specifically FLOW and Remote Actions
• Operational experience deploying and driving adoption of ServiceNow
• Experience improving compliance outcomes through proactive and automated servicing
• Experience delivering transformational change in large, complex organizations

Preferred Qualifications

• Consulting background with both strategic and hands-on delivery experience
• Experience with Digital Employee Experience (DEX) platforms and endpoint analytics
• Strong ability to translate technical and compliance outcomes into measurable business value

What Success Looks Like

• Measurable reduction in live servicing channel tickets and walk-ups
• Proactive servicing becomes the default operating model
• Compliance issues are addressed proactively and at scale
• Automation is adopted, governed, and measurable
• Colleague issues are resolved before productivity is impacted