Digital Workplace Operations Manager (VP)

GCS Recruitment; England; Remote; GBP 90,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Senior leadership role

Job summary

GCS Recruitment is seeking a DEX Operations Manager (VP) for a leading international financial services organisation in London. The role leads end-user support operations across EMEA, with hybrid working and substantial leadership responsibilities.

You will oversee Desktop Support, End User Computing and Microsoft 365 services, set regional strategy, drive ITSM excellence, manage senior stakeholders, and guide continuous improvement initiatives to enhance the digital workplace experience.

Qualifications

• Experience leading End User Computing, Desktop Support or IT service operations.
• Proven ability to manage regional or multi-site support teams.
• Strong ITSM knowledge and framework experience.
• Experience with Microsoft 365 service delivery and ownership.

Responsibilities

• Lead Desktop Support and End User Computing across EMEA.
• Develop regional support teams and leaders.
• Own service delivery, SLAs and KPIs.
• Escalate major incidents to executives and drive resolutions.
• Drive improvement initiatives using data and user feedback.
• Oversee Microsoft 365 apps and services (Teams, Outlook, SharePoint, OneDrive).
• Collaborate with infrastructure, engineering and security to maintain service stability.
• Promote ITSM best practices across Incident, Problem, Change, and Knowledge Management.
• Utilize ServiceNow for reporting and continuous improvement.
• Build relationships with senior stakeholders.

Skills

End User Computing

IT Service Management

Stakeholder management

Executive escalation

Education

ITIL certification

Tools

ServiceNow

Microsoft 365

Job description

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.