DEX Operations Manager - Information Technology Cross-Function Vice President

SMBC Group; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Paid leave days

Private medical insurance

Life & Disability Insurance

Wellbeing network

Learning & Development

Diversity & Inclusion

Job summary

JRI Europe Limited (JRIE), a Group company of SMBC, seeks an experienced DEX Operations Manager (VP) to lead end-user support across EMEA. You will harmonise Desktop Support, London TechBar and regional staff into one operating model to deliver reliable digital employee experiences.

You will own Microsoft 365 and core productivity platforms, drive service improvements, governance and adoption, and work with senior stakeholders to ensure stable, secure delivery.

Qualifications

• Experience leading IT end-user services across multiple sites or regions.
• Strong knowledge of ITSM, Microsoft 365 services and related KPIs.
• Excellent leadership and stakeholder management with data-driven decision making.

Responsibilities

• Lead Desktop and TechBar operations across EMEA, ensuring high-quality service delivery.
• Own operational performance, service improvements and major incident escalation.
• Act as service owner for Microsoft 365 and core productivity platforms, partnering with stakeholders.
• Drive BAU operations, incident recovery and escalation across Desktop and TechBar services.
• Manage regional coverage, capacity, skills and demand across sites, including asset lifecycle oversight.
• Champion agile delivery, backlog prioritisation and continuous service improvement.
• Partner with DEX Insights to use data, dashboards and user sentiment for improvements.
• Represent DEX in governance and planning forums with senior stakeholders, vendors and resolver groups.

Skills

IT Service Management

Microsoft 365

KPIs

Stakeholder Management

Leadership

Data analytics

Tools

ServiceNow

DEX Tooling

Telemetry

Microsoft 365

Job description

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DEX Operations Manager - Information Technology Cross-Function Vice President

11 Sept 2026

London, LND, GB, EC2M 2AT

Who we are

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

JRI Europe Limited (JRIE) is a subsidiary of The Japan Research Institute (JRI), the IT-specialised subsidiary of Sumitomo Mitsui Financial Group (SMFG). JRIE provides banking and financial IT services to SMBC Group companies across the EMEA region, supporting critical business systems, application development, technology projects, and ongoing production support.

Role Summary

Ready for the next step in your career at JRI Europe, a Group company of SMBC?

We're looking for a DEX Operations Manager (VP) for our Digital Employee Experience Team at JRIE.

About the role
As DEX Operations Manager, you will lead end-user support operations across EMEA, bringing together Desktop Support, TechBar services and Microsoft 365 service ownership into a single, consistent operating model. You will drive service excellence, operational improvements and data-driven decision-making to enhance the digital employee experience for colleagues across the region.

Key responsibilities

• Lead Desktop Support and TechBar operations across EMEA, ensuring consistent, high-quality service delivery.
• Own operational performance, service improvements and major incident escalation, using data and insights to drive measurable outcomes.
• Act as service owner for Microsoft 365 and core productivity platforms, partnering with stakeholders to ensure stability, governance and adoption.

What we’re looking for

• Proven experience leading IT support or end-user services across multiple teams, locations or countries.
• Strong knowledge of IT Service Management, Microsoft 365 services, KPIs and service improvement practices.
• Excellent leadership, stakeholder management and data-driven decision-making skills.

This role is based in London with occasional travel across EMEA

Business Area

JRIE Service Group – Digital Employee Experience (DEX) CoE

The Digital Employee Experience (DEX) Centre of Excellence is responsible for delivering a consistent, reliable and user-focused IT experience for colleagues across EMEA. We combine end-user services, workplace technology, Microsoft 365 service ownership, analytics and continuous improvement to ensure employees can work productively and efficiently wherever they are.

Position Description

The DEX Operations Manager provides end-to-end operational ownership of end-user services across EMEA, bringing Desktop Support, the London TechBar and regional TechBar enablement into a consistent operating model. The role turns DEX strategy into reliable local delivery, ensuring colleagues receive timely support, clear communication and a smooth digital employee experience.

Key Responsibilities

• Lead Desktop and TechBar Team Leads, building a culture of professionalism, accountability and continuous improvement
• Execute the EMEA DEX operating model, including TechBar standards, site practices, workforce planning and capability development
• Own BAU operations, incident recovery and senior escalations across Desktop and TechBar services
• Manage regional coverage, capacity, skills and demand across sites, including EUC asset lifecycle oversight
• Champion agile delivery, backlog prioritisation, KCS adoption and continuous service improvement
• Partner with DEX Insights to use data, dashboards and user sentiment to prioritise measurable improvements
• Represent DEX in governance and planning forums, maintaining strong relationships with senior stakeholders, vendors and resolver groups
• Own Microsoft 365 end-user services, working with Platform Engineering, Infrastructure and IT Security to maintain stability, resilience, controlled change and adoption
• Use ServiceNow, DEX Tooling and telemetry to anticipate issues, reduce MTTR and improve the user experience

Customer Focus

Driving Change

Driving Results

Judgement and Decision Making

Strategic and Visionary

Trust and Integrity

What we offer

For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of JRIE, an SMBC group company, you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:

• Hybrid and flexible working
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services
• Access a wide range of learning and development opportunities and career progression opportunities

So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team.

About SMBC

A trusted partner for the long term
United by a sense of purpose towards our customers - to be a trusted partner for the long-term - and our universal banking platform in EMEA, we deliver a full suite of corporate finance products and solutions to our customers, including corporate, structured and trade finance, leveraged finance, loan market and treasury products. We can also provide investment banking and advisory services and a range of innovative solutions in global capital markets.
Find out more about what we do and who we are at https://www.smbcgroup.com/emea/careers