Job Description:

Employee Experience Operations Manager

London | 4 Days per Week Onsite
£90,000 - £100,000 + Comprehensive Benefits Package

We are partnering with a leading international financial services organisation to appoint a Digital Employee Experience Operations Manager. This is a strategic leadership role focused on enhancing the digital workplace experience across EMEA, driving service excellence, continuous improvement and operational performance across end-user technology services.

This is an exciting opportunity for a senior technology operations leader who is passionate about service excellence, employee experience and digital workplace transformation. You'll be responsible for delivering a seamless technology experience to approximately 5,000 users across EMEA while leading a high-performing team and driving the next stage of operational maturity.

Key Responsibilities

• Lead and develop a team of 15 across end-user support, desktop services and TechBar operations.
• Drive operational excellence across all Digital Employee Experience services.
• Define and implement service ownership frameworks, KPIs and performance metrics.
• Build strong relationships with stakeholders across technology and business functions.
• Act as a senior escalation point for major incidents and critical service issues.
• Use data, reporting and user feedback to identify opportunities for improvement.
• Drive digital workplace and end-user technology transformation initiatives.
• Support and enhance Microsoft 365 service delivery and user experience.
• Champion a customer-first approach to technology services.
• Work within Agile environments, managing service improvement backlogs and prioritisation.
• Embed continuous improvement practices across teams and services.

About You

• We're looking for an experienced technology operations leader with a strong background in end-user services, digital workplace environments or IT operations.
• Proven experience leading support or workplace technology teams within a large enterprise environment.
• Strong people leadership and team development skills.
• Experience creating and managing service ownership models, KPIs and operational reporting.
• A track record of delivering transformation initiatives such as Windows 11 migrations, Microsoft 365 programmes, service improvement projects or digital workplace enhancements.
• Excellent stakeholder management and relationship-building capabilities.
• Experience operating within Agile or Scrum environments.
• Strong understanding of IT Service Management principles and best practice.
• A data-driven mindset with a focus on measurable business outcomes.