Digital Workplace Operations Manager (VP)

GCS Recruitment; Greater London; Híbrido; GBP 90.000 - 100.000; Tempo integral

Benefícios oferecidos por esta vaga

Hybrid working model

Benefits package

Resumo da vaga

GCS Recruitment is seeking a DEX Operations Manager (VP) to lead end-user computing and IT service operations across EMEA in a senior leadership role. The position focuses on delivering exceptional digital employee experiences within a complex multinational environment and requires oversight of Desktop Support, TechBar, and Microsoft 365 operations.

You will drive service excellence, continuous improvement initiatives, and regional operational strategy while partnering with cross-functional

Qualificações

• Experience leading End User Computing, Desktop Support, Digital Workplace or IT Service Operations functions.
• Proven management of multi-site, regional or international support teams.
• Strong understanding of IT Service Management principles and frameworks.
• Experience with Microsoft 365 operational ownership and service delivery.

Responsabilidades

• Lead Desktop Support and End User Computing operations across EMEA.
• Manage and develop regional support teams and team leads.
• Own service delivery, operational performance, SLAs and KPIs.
• Act as senior escalation point for major incidents and service issues.
• Drive service improvement initiatives using operational data and user feedback.
• Oversee Microsoft 365 end-user services including Teams, Outlook, SharePoint and OneDrive.
• Partner with infrastructure, engineering and security teams to maintain service stability and adoption.
• Champion ITSM best practice across Incident, Problem, Change and Knowledge Management.
• Utilise ServiceNow and operational reporting to drive measurable improvements.
• Build strong relationships with senior stakeholders across the business.

Conhecimentos

End User Computing

Desktop Support

Digital Workplace

IT Service Operations

ITSM

ServiceNow

Microsoft 365

Stakeholder management

Executive escalations

Ferramentas

ServiceNow

Descrição da vaga

DEX Operations Manager (VP) | Digital Workplace | EUC | Microsoft 365

Location: London City (Hybrid - 3 days onsite)
Salary: £90,000 - £100,000 + Benefits
Type: Permanent

A leading international financial services organisation is seeking a DEX Operations Manager (VP) to lead end-user support operations across EMEA.

This is a senior leadership role responsible for driving exceptional digital employee experiences across a complex, multinational environment. You will oversee Desktop Support, TechBar Services and Microsoft 365 operational ownership while leading service excellence, continuous improvement initiatives and regional operational strategy.

Key Responsibilities

• Lead Desktop Support and End User Computing operations across EMEA
• Manage and develop regional support teams and team leads
• Own service delivery, operational performance, SLAs and KPIs
• Act as senior escalation point for major incidents and service issues
• Drive service improvement initiatives using operational data and user feedback
• Oversee Microsoft 365 end-user services including Teams, Outlook, SharePoint and OneDrive
• Partner with infrastructure, engineering and security teams to maintain service stability and adoption
• Champion ITSM best practice across Incident, Problem, Change and Knowledge Management
• Utilise ServiceNow and operational reporting to drive measurable improvements
• Build strong relationships with senior stakeholders across the business

Essential Experience

• Experience leading End User Computing, Desktop Support, Digital Workplace or IT Service Operations functions
• Proven management of multi-site, regional or international support teams
• Strong understanding of IT Service Management principles and frameworks
• Experience with Microsoft 365 operational ownership and service delivery
• Strong ServiceNow experience
• Track record of driving service improvement and operational transformation initiatives
• Experience managing major incidents and executive-level escalations
• Excellent stakeholder management and communication skills

Desirable Experience

• Financial Services or Banking sector experience
• ITIL certification
• Agile or Scrum certification
• Knowledge-Centred Service (KCS)
• Digital Employee Experience (DEX) tooling and analytics platforms

What's on Offer

• Senior VP-level leadership position
• Opportunity to shape the end-user technology experience across EMEA
• Exposure to enterprise-scale Microsoft 365 and workplace technology environments
• Competitive salary and benefits package
• Hybrid working model

If you're an experienced Digital Workplace, EUC or IT Operations leader looking for your next challenge within a global enterprise environment, we'd be keen to hear from you.