Service Experience Lead: End-User DX & ITSM

100 Percent

Cardiff

Hybrid

GBP 45,000 - 55,000

Full time

6 days ago

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Benefits offered by this job

Hybrid work

Full benefits

Job summary

100 Percent in Cardiff is seeking a Service Experience Manager to drive service quality and end-user satisfaction across Workplace and EUC services. The role suits someone who thrives in operations, understands front-line delivery, and is passionate about improving how users experience technology daily.

You will lead CSI efforts, manage incidents, and guide engineers to reduce friction while maintaining strong communication during disruptions.

Qualifications

Experience in a managed services environment is essential.
Background in service excellence or senior operational roles (e.g., Service Delivery Manager).
Solid knowledge of modern Workplace/EUC tech (M365, Intune, Entra ID, Autopilot).
Proven involvement in problem management, RCA and continual improvement.

Responsibilities

Champion end-user experience and Digital Employee Experience (DEX).
Analyse service data, KPIs, repeat demand and user feedback to identify friction.
Lead operational problem management and drive CSI initiatives.
Act as escalation point for service quality and user experience issues.
Coordinate operational response during major incidents.
Coach Service Operations Engineers to improve triage, communication, and ownership.
Ensure operational readiness, documentation, and standards are met.
Work with engineering teams to convert recurring issues into fixes or improvements.