Manager, IT Service Experience & Transformation

TN United Kingdom; United Kingdom; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading company in the UK is seeking an Experience Transformation Manager to enhance user experience through transformation initiatives. The role involves managing a global team, driving service improvement plans, and collaborating across business areas. Ideal candidates will have proven leadership experience, expertise in IT service management practices, and a strong background in change management.

Qualifications

• Proven leadership experience managing global IT service functions.
• Demonstrated success in designing and implementing XLAs.
• Strong background in organizational change management.

Responsibilities

• Lead a team of IT support professionals responsible for varied services.
• Drive change transformation programs including process design.
• Own relationships with internal and external stakeholders.

Skills

Leadership

Change Management

Data Analysis

Education

ITIL Certification

Tools

ServiceNow

Power BI

Jira

Job description

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Manager, IT Service Experience & Transformation, United Kingdom

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Client:

Sophos

Location:

United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

06c4a941eb7f

Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

Role Summary

The Experience Transformation Manager will be responsible for delivering transformation initiatives across the business in support of achieving an enhanced user experience. You will assess tools, processes, suppliers, and teams to identify best-in-class service improvement opportunities to reduce resolution times, increase self-service adoption, reduce hand-offs, and identify next-generation AI solutions to support our business success.

You will have direct people management responsibilities for a varied, global team of professionals representing the IT Service Management function, and will drive a continual improvement culture and mindset.

You will own our service improvement plans within the IT Services business, delivering targeted campaigns to optimize our processes and costs and be a trusted voice of our users to drive an enhanced experience, collaborating across our wider business areas.

What You Will Do

1. Lead a team of IT support professionals responsible for varied services covering the end-to-end service management process.
2. Drive change transformation programs including process design, communication, and end-user adoption/cultural change initiatives.
3. Lead incident, problem, and change improvements and operational efficiencies.
4. Own knowledge management enhancements. Identifying gaps, building learning plans, and communication within the business.
5. Own relationships with internal and external stakeholders, representing the IT service.
6. Analyze organizational processes and procedures, developing process enhancement strategies.
7. Collaborate with platform and product owners to streamline access, utilization, and simplify the user journey.
8. Identify and build experience-aligned measures and communicate within the business.
9. Create and manage datasets, identifying actionable insights, and owning the implementation of enhancements.
10. Work with suppliers to identify and implement enhanced services and offerings.
11. Streamline our IT offerings, aligned with modern, proactive support channels.
12. Collaborate with engineering and automation teams, focused on driving an improved end-to-end experience.
13. Support and contribute to our IT strategy.

What You Will Bring

1. Proven leadership experience managing global IT service functions, including direct line management of senior professionals and cross-functional teams.
2. Demonstrated success in designing and implementing XLAs and experience-based KPIs that drive measurable improvements in service quality and user satisfaction.
3. Strong background in organizational change management (OCM), with working knowledge of frameworks such as ADKAR or Kotter to support cultural and behavioral change across diverse teams.
4. A track record of delivering complex service transformations, including the rollout of automation, self-service platforms, and AI-powered solutions (e.g., chatbots, Power Platform, RPA).
5. Expertise in IT service management practices, with ITIL certification (Intermediate level preferred), and hands-on experience with ITSM platforms such as ServiceNow, Freshservice, or Jira.
6. Ability to influence and engage executive stakeholders, with experience presenting to senior leadership and building business cases for change.
7. Strong understanding of asset management logistics and vendor oversight across global regions, including regulatory and operational challenges.
8. Data-driven mindset with experience using tools like Power BI to translate metrics into actionable service improvement insights.
9. Ability to balance competing priorities and deliver results in fast-paced environments.