The Adecco Group-Customer Experience Manager

The Customer Experience Manager role is customer facing and is responsible for making sure that services are being seamlessly delivered to the business. Work with the Regional Head of DTS to ensure IT gives the best possible customer service, through its vendors, DTS Service Delivery Managers, and IT Colleagues both local and globally

• Collaborate with internal and external teams to ensure the customer is always at the center of IT
• Operations Management: Lead the L2 end user support team to ensure that the End User support (internal or external) are aligned on processes and meeting SLAs. Coordinate alignment, whenever necessary, through process owners from region/country and Global. Support the GSD where needed
• Ensure that Adecco and Outsourced teams are aligned on processes and meeting SLAs for Service Desk, Access Management, and End User Services. Coordinate alignment, whenever necessary, through process owners from region/country and Global. Become a liaison between Adecco business, Global Service Desk, and suppliers supporting service delivery functions. Work closely with the Supplier and Adecco teams to drive Service Improvements through a Continuous Improvement plan
• Shift Left: through trending and analysis, identify areas of opportunity for shift left (move to GSD); collaborate with the GSD team to implement
• Continuous Improvement: drive improvement initiatives relating to the Level 2 End User Services supported locally. Communicate objectives for initiatives and secure needed support.
• Support Incident and Major Incident Management Process for region/Country by participating where needed and ensuring proper communication to the user community
• Ensure the resolution of all Incidents according to the defined SLAs/OLAs and escalate proactively when at risk of breaching for end user services provided by DTS
• Actively work on identifying trends and patterns within escalations and customer feedback to continually improve service (root cause and corrective action)
• Provide regular reporting around escalated issues and collaborating with the Global Service Desk
• Actively contribute to Problem Management
• Support the Regional DTS head in preparing for Business Operation reviews working with the areas of IT
• Manage End User communications to the business for any P1/P2 or business impacting outage during business hours. Work with Command and Control Center or Customer Experience Lead as needed for updated impacts

Work Experience

Minimum 5 years of experience in ITSM related position, including Incident Management activities
Experience in Service Delivery
Good IT Infrastructure & Operations background
Good technology awareness

Education

University Degree preferably in a technical subject or any comparable education
ITIL v3 or ITIL4 foundation certification

Travel Requirement
Occasional (up to 20%)

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

Onour career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We have zero tolerance for any unlawful discrimination or harassment, against any employee, associate, or candidate, at any stage of that person’s journey with us. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate tohttps://www.adeccogroup.com/privacy-policy/candidate-privacy-information-statement-en

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Posting date: 04-12-2026