DEX Operations VP - End-User Experience Lead (EMEA)

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

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.