XMO Lead - Experience Management Office

Version 1 Solutions Limited; City of Westminster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology services provider in the UK is seeking an XMO Lead to establish and drive the Experience Management Office. You will define and implement Experience Level Agreements (XLAs) and oversee metrics to ensure service improvement. The ideal candidate has proven leadership in IT service management and experience with relevant tools. This role offers flexible working and a comprehensive benefits package.

Benefits

Quarterly Profit Share Scheme

Flexible working options

Employee wellbeing schemes

Qualifications

• Proven leadership in IT service management or transformation programmes.
• Experience with XLAs, VLAs, and service improvement frameworks.
• Familiarity with modern workplace technologies.

Responsibilities

• Define and deliver the XMO vision and objectives.
• Lead gap analysis and setup of XMO.
• Establish governance structures and steering committees.

Skills

Leadership in IT service management

Experience with XLAs and DEM tools

Stakeholder management

Strategic planning

Excellent communication

Tools

Riverbed

ServiceNow

ITIL4

Job description

Overview

As XMO Lead, you will be responsible for establishing and driving the Experience Management Office across strategic programmes. You will lead the definition and implementation of Experience Level Agreements (XLAs), oversee digital experience metrics, and ensure proactive service improvement across business areas.

Responsibilities

• Define and deliver the XMO vision, objectives, and roadmap.
• Lead gap analysis and setup of XMO during transformation programmes.
• Establish governance structures, steering committees, and stakeholder engagement plans.
• Manage Riverbed and other network and application performance tools in conjunction with our delivery partner for real-time experience monitoring.
• Drive continuous improvement through root cause analysis and lessons learned.
• Champion experience-led service design across product teams and service towers.
• Collaborate with Partner Advisory Group (PAG) and Digital Hub to embed experience culture.
• Report on DEX scores, incident response times, and satisfaction metrics.

Qualifications

• Proven leadership in IT service management or transformation programmes.
• Experience with XLAs, VLAs, DEM tools (e.g. Riverbed), and service improvement frameworks.
• Strong stakeholder management and governance experience.
• Familiarity with ITIL4, ServiceNow, and modern workplace technologies.
• Excellent communication and strategic planning skills.

About Version 1 and Benefits

• Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success.
• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW
• Share in our success with our Quarterly Performance-Related Profit Share Scheme
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes
• Flexible/remote working and work-life balance policies
• Financial wellbeing initiatives including Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme
• Employee wellbeing schemes including gym discounts, bike to work, fitness classes, mindfulness workshops, EAP and more
• Generous holiday allowance, enhanced maternity/paternity leave, and special leave policies
• Educational assistance and incentivised certifications (AWS, Microsoft, Oracle, Red Hat)
• Reward schemes including Version 1's Annual Excellence Awards & "Call-Out" platform
• Environment, Social and Community First initiatives to foster diversity, inclusion and belonging