Employee Experience Operations Manager

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