Industry Principal I

HCLTech
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📍 Noida, India

About this role

Job Summary

Key Responsibilities

  • Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
  • Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
  • Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
  • Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
  • Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
  • Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

  • ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
  • Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
  • Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
  • Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
  • Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
  • Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
  • Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
  • Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
  • Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Key Responsibilities

Key Responsibilities

  • Own the Employee Experience proposition end to end — service desk, employee lifecycle/onboarding and device-lifecycle touchpoints — setting the roadmap, backlog and P&L.
  • Design tiered desk-plus-device offers built around containment/self-service targets, skill-based routing and Virtual Agent deflection, packaging them into SKUs with XLA-based SLAs.
  • Partner with the Workplace technical leads to prioritize automation (Virtual Agent, Flow Designer, RPA) that lifts first-contact resolution and cuts cost-to-serve.
  • Build the commercial case for the proposition — per-user/per-device pricing, at-risk/XLA credits and containment-linked pricing — including the business case for AI-assisted deflection tooling.
  • Own onboarding/offboarding experience design across HR and IT systems (Workday/SuccessFactors into ServiceNow HRSD and Entra ID), positioning day-one-ready experience as a sellable differentiator.
  • Feed client and win/loss insight back into the ServiceNow-based desk roadmap and coordinate cross-sell with the Employee Productivity proposition.

Hard Skills

  • ESM/ITSM & HRSD platform depth — ServiceNow ITSM, HRSD and Employee Center configuration at CSA/CIS-ITSM/CIS-HRSD certification-level depth, including CMDB-linked incident and request design.
  • Service desk productization — Containment-rate design, skill-based routing, tiered XLAs and cost-per-ticket/cost-to-serve modelling benchmarked against HDI/industry desk KPIs.
  • Device lifecycle & management — Intune/Autopilot provisioning and DaaS models tied into onboarding SLAs, hardware refresh and asset-lifecycle sequencing across the device estate.
  • Employee lifecycle & identity orchestration — Joiner-mover-leaver (JML) workflow design across Workday/SuccessFactors, Entra ID/Active Directory provisioning and device-ready-day-one automation.
  • Conversational AI & deflection strategy — ServiceNow Virtual Agent design and Moveworks/Espressive-class AI service-desk assistants, evaluated against ticket-deflection maturity models.
  • Experience measurement (DEX/XLA) — XLA/DEX metrics via Nexthink-class telemetry, ESAT/NPS-style scoring applied to desk, device and onboarding journeys — committed per user.
  • Outcome-based commercial design — XLA-linked SLAs and service credits, per-FTE/per-device pricing, at-risk fee pools and unit-cost modelling for desk-plus-device bundles.
  • Workflow automation fluency — Flow Designer, Integration Hub and RPA (Power Automate/UiPath-class) automation for onboarding transactions, access requests and password-reset self-service.
  • Service management framework & sourcing — ITIL 4 incident/request/knowledge practices and build-vs-partner sourcing decisions for AI virtual-agent vendors.

Skill Requirements

Other Requirements

Frequently Asked Questions

Is the salary disclosed for the Industry Principal I position at HCLTech?
The salary for this Industry Principal I role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Industry Principal I position at HCLTech located?
This Industry Principal I role at HCLTech is based in Noida, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Industry Principal I position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Industry Principal I job at HCLTech posted?
This Industry Principal I position at HCLTech was posted on Sep 14, 2026. Apply as soon as possible — early applications are often reviewed first.
Industry Principal I
HCLTech
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