Customer Experience Specialist (IT Service Delivery)

Customer Experience Specialist (IT Service Delivery)

Our client is seeking a Customer Experience Specialist to serve as the communication bridge between IT End User Services and business stakeholders. This role is ideal for someone who enjoys improving service delivery, increasing visibility into IT operations, and helping leadership make informed decisions through reporting and communication. You’ll partner closely with End User Services leadership, technical teams, and business stakeholders to coordinate issue management, communicate service updates, and improve the overall end-user experience.

Location:

Hybrid (3 days onsite / 2 days remote) – San Diego, CA 92123

Compensation:

This job is expected to pay about $35–40/hr W2

No Visa Sponsorship Available for this role

What You’ll Do

Serve as the primary liaison between IT End User Services and business stakeholders, ensuring clear communication of service issues, priorities, and ongoing initiatives.

Coordinate issue intake, escalations, and resource alignment while providing timely updates during incidents and service disruptions.

Develop executive-ready dashboards, reports, and summaries that provide visibility into service trends, recurring issues, and operational performance.

Partner with Service Desk, Desktop Support, and Infrastructure teams to identify service improvement opportunities and communicate actionable insights to leadership.

Gather stakeholder feedback, recommend process improvements, and help drive continuous improvements across communication, reporting, and service delivery processes.

What Gets You the Job

5+ years of experience in IT Service Delivery, End User Services, IT Operations, Service Management, or a related customer-facing IT support environment.

Experience serving as a liaison between technical teams and business stakeholders with the ability to translate technical issues into clear, business-friendly communication.

Strong experience supporting incident management, escalations, service reporting, and continuous service improvement initiatives.

Experience creating dashboards, reports, KPIs, or executive summaries using tools such as ServiceNow, Power BI, Excel, or similar reporting platforms.

Familiarity with ITIL principles, IT Service Management (ITSM), and enterprise End User Services environments with excellent organizational, communication, and stakeholder management skills.

Equal Opportunity Statement
Irvine Technology Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Irvine Technology Corporation complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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