Service Operations Lead: End User Experience

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Operations Lead to enhance End User Experience within their internal technology division. This role focuses on utilizing innovative tools to monitor and improve user satisfaction across various platforms. You will engage with end users, analyze data trends, and advocate for user-centric service design. Join a dynamic team dedicated to continuous improvement and innovation, where your contributions will shape the future of technology services. If you are passionate about delivering exceptional user experiences and driving organizational success, this opportunity is perfect for you.

Qualifications

• Proven experience in IT service operations or support leadership.
• Strong interpersonal, organizational, and prioritization skills.

Responsibilities

• Serve as the primary contact for end user IT experience.
• Utilize monitoring tools to analyze user experience data.
• Lead initiatives to upgrade systems and processes.

Skills

Problem-solving skills

Effective communication

IT service operations experience

Digital experience monitoring tools

Data analysis skills

Interpersonal skills

Tools

Nexthink

Job description

Job Description

Role Description

KPMG is part of a global network of firms offering Audit, Tax & Pensions, Consulting, Deal Advisory, and Technology services. With over 16,000 colleagues, we address our clients' critical challenges across various industries. Our work is complex but our vision is simple: to be the clear choice for our clients, our people, and our communities.

Enterprise-Wide Technology (EWT) is the UK Firm's internal technology division, responsible for delivering various services including security, data, infrastructure, and business applications.

The Service Operations Lead - End User Experience will work within EWT to develop a strategic vision for End User Experience, primarily using the Nexthink toolset, ensuring a consistent and measurable user experience across internal, SaaS, and cloud-based services.

Core Responsibilities

• End User Engagement: Serve as the primary contact for end user IT experience, build relationships, gather feedback, and advocate for user-centric service design.
• Digital Experience Monitoring and Tooling: Utilize monitoring tools like Nexthink to analyze user experience data, identify trends, and recommend improvements.
• Performance Management: Monitor KPIs, collaborate with teams to meet service levels, and report on performance and satisfaction metrics.
• Continuous Improvement & Innovation: Lead initiatives to upgrade systems and processes, stay abreast of emerging technologies, and develop strategies for future-proofing services.

Skills, Experience & Qualifications

Essential:

• Problem-solving skills and creative solution development.
• Effective communication and relationship-building across all organizational levels.
• Proven experience in IT service operations or support leadership, preferably in professional services.
• Experience with digital experience monitoring tools like Nexthink.
• Data analysis skills to identify trends and drive improvements.
• Strong interpersonal, organizational, and prioritization skills.

Key Competencies:

• Customer-Centric: Focused on delivering excellent service experiences.
• Analytical Thinking: Interpreting data for decision-making.
• Collaboration: Building effective partnerships.
• Adaptability: Navigating a dynamic environment.
• Leadership: Motivating teams for high standards.