IND Senior Director, IT Engineering

Role Overview 

The Sr. Director – End User Experience & ServiceNow Fulfillment is accountable for the end‑to‑end employee experience associated with requesting and receiving End User Services, with ServiceNow as the primary engagement platform. 

This leader owns the quality, speed, and simplicity of request fulfillment for India employees and ensures that critical and high‑priority requests are actively orchestrated and expedited across Service Desk, End User Services, Infrastructure, Security, and global IT teams. 

This role serves as the senior point of accountability for India user experience, partnering closely with global End User Services and ServiceNow leadership to continuously improve workflows, reduce friction, and drive a customer‑first operating model. 

Key Responsibilities 

End User Experience Leadership 

• Own the Hartford India employee experience for all End User Services requests initiated through ServiceNow. 

• Act as the executive advocate for the end user, ensuring experiences are intuitive, predictable, and aligned to business needs. 

• Establish experience standards focused on transparency, responsiveness, and accountability. 

ServiceNow Request Fulfillment Ownership 

• Provide executive oversight for ServiceNow request fulfillment related to End User Services (devices, access, onboarding, collaboration tools, workplace services). 

• Partner with ServiceNow platform leadership to simplify service catalog design, streamline workflows, and increase automation. 

• Ensure request models balance global standards with India-specific needs. 

Expedite, Escalation & Orchestration 

• Own governance for expedited, executive, and business‑critical requests. 

• Actively intervene when fulfillment timelines, ownership, or experience are at risk. 

• Establish clear escalation pathways, expedite criteria, and cross‑team accountability models. 

Operational & Cross‑Functional Leadership 

• Provide direction to India‑based Service Desk and End User Services teams supporting request fulfillment. 

• Coordinate across Infrastructure, Identity, Security, Network, Vendor Management, and US‑based teams to eliminate silos. 

• Represent India user experience needs in global End User Services and ServiceNow forums. 

Metrics, Insights & Continuous Improvement 

• Define and monitor experience‑focused KPIs including request cycle time, SLA attainment, backlog health, and employee satisfaction. 

• Use ServiceNow data, trend analysis, and employee feedback to identify systemic issues and drive improvements. 

• Present insights and recommendations to senior India and global IT leaders. 

People Leadership & Culture 

• Build and develop leadership capability within teams supporting India employee services. 

• Champion a customer‑first, outcome‑oriented culture, shifting focus from ticket closure to experience quality. 

• Model strong communication, decisiveness, and accountability during high‑impact situations. 

How Success Will Be Measured 

• Improved employee satisfaction with End User Services in The Hartford India 

• Consistent reduction in request fulfillment cycle times and escalations 

• Faster resolution of executive and business‑critical requests 

• Simplified and more automated ServiceNow request workflows 

• Strong partnerships with global End User Services and platform teams 

Required Qualifications 

• 14+ years of progressive IT experience, including senior leadership roles in End User Services, ITSM, or Digital Workplace 

• Strong experience operating within ServiceNow, particularly service catalog and request fulfillment 

• Deep understanding of End User Services and workplace technologies 

• Proven ability to lead cross‑functional execution in a matrixed, global environment 

• Experience managing high‑visibility escalations and executive interactions 

• Strong data‑driven decision‑making and executive communication skills 

Preferred Qualifications 

• ITIL certification or equivalent ITSM expertise 

• Experience modernizing request fulfillment through automation and simplified UX 

• Prior leadership experience supporting large employee populations in India 

• Exposure to AI‑enabled service experiences or intelligent workflow optimization