We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
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
About Us | Our Culture | What It’s Like to Work Here
The Hartford Financial Services Group, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about The Hartford Financial Services Group, Inc. and has not been reviewed or approved by The Hartford Financial Services Group, Inc..
-
Retirement Support — The retirement savings plan pairs matching with an additional company contribution and guidance, strengthening long‑term financial security. Consistent 401(k) generosity elevates perceived total compensation across roles.
-
Leave & Time Off Breadth — Paid time off, holidays, and paid leaves are described as generous and accessible, supporting work‑life balance. The ability to take meaningful time away adds value beyond base pay.
-
Healthcare Strength — Health, dental, and vision options are comprehensive, with supplemental coverages that help manage out‑of‑pocket costs. Mental health resources, EAP access, and wellness programs further reinforce overall benefits value.
The Hartford Financial Services Group, Inc. Insights
Similar Jobs
What We Do
Human achievement is at the heart of what we do. We put our belief into action by not only ensuring individuals and businesses are well protected, but by going even further – making an impact in ways that go beyond an insurance policy
