Adecco
Employee Experience Operations Manager
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Employee Experience Operations Manager London | 4 Days per Week Onsite £90,000 - £100,000 + Comprehensive Benefits Package
We are partnering with a leading international financial services organisation to appoint a Digital Employee Experience Operations Manager. This is a strategic leadership role focused on enhancing the digital workplace experience across EMEA, driving service excellence, continuous improvement and operational performance across end-user technology services.
This is an exciting opportunity for a senior technology operations leader who is passionate about service excellence, employee experience and digital workplace transformation. You'll be responsible for delivering a seamless technology experience to approximately 5,000 users across EMEA while leading a high-performing team and driving the next stage of operational maturity.
Key Responsibilities
- Lead and develop a team of 15 across end-user support, desktop services and TechBar operations.
- Drive operational excellence across all Digital Employee Experience services.
- Define and implement service ownership frameworks, KPIs and performance metrics.
- Build strong relationships with stakeholders across technology and business functions.
- Act as a senior escalation point for major incidents and critical service issues.
- Use data, reporting and user feedback to identify opportunities for improvement.
- Drive digital workplace and end-user technology transformation initiatives.
- Support and enhance Microsoft 365 service delivery and user experience.
- Champion a customer-first approach to technology services.
- Work within Agile environments, managing service improvement backlogs and prioritisation.
- Embed continuous improvement practices across teams and services.
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We're looking for an experienced technology operations leader with a strong background in end-user services, digital workplace environments or IT operations.
- Proven experience leading support or workplace technology teams within a large enterprise environment.
- Strong people leadership and team development skills.
- Experience creating and managing service ownership models, KPIs and operational reporting.
- A track record of delivering transformation initiatives such as Windows 11 migrations, Microsoft 365 programmes, service improvement projects or digital workplace enhancements.
- Excellent stakeholder management and relationship-building capabilities.
- Experience operating within Agile or Scrum environments.
- Strong understanding of IT Service Management principles and best practice.
- A data-driven mindset with a focus on measurable business outcomes.
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