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DEX Manager

Job Description

Role - DEX Manager

Type - Permanent

Location - Hybrid / London - 3/4 days per week in a Liverpool Street office

Salary - £100,000 + Benefits

The Digital Employee Experience (DEX) CoE delivers consistent and proactive IT services that support colleagues across EMEA with a smoother, more reliable digital experience. For employees, this means quicker resolutions, clearer communication and confidence that support will be available and effective whenever they raise a ticket, visit a TechBar or use our digital tools.
The Operations Manager provides end to end operational ownership of end user services across EMEA, bringing Desktop Support, the London TechBar and TechBar enablement across EU EMEA into a single operating model. The role turns regional DEX strategy into local delivery that feels seamless for employees, ensuring issues are resolved quickly, knowledge is readily available and services continually improve based on real usage and feedback
The Operations Manager also acts as service owner for Microsoft 365 and other core productivity platforms, ensuring they remain stable, well governed and easy to adopt. Partnering with DEX Insights, the role converts operational data into practical action so that trends are addressed early, priorities are clear and improvements are measurable for both ITSD and the colleagues we support.
The role involves occasional travel across EMEA as required to support regional alignment and governance.

Execute the EMEA DEX operating model and TechBar standards through site operating practices, ensuring consistent adoption across the region
Lead Desktop and TechBar Team Leads and build a culture of professionalism, accountability and continuous improvement
Define the workforce strategy including structure, recruitment, succession planning and capability development, and embed SME roles and the DEX skills matrix
Provide coaching and mentoring to frontline leaders and senior engineers to strengthen leadership capability

Champion agile delivery across Desktop and TechBar squads and ensure ceremonies, backlog prioritisation and iterative improvements are fully embedded
Own the operational improvement backlog to reduce recurring issues, remove workarounds and prevent the re-introduction of known risks
Drive adoption of Knowledge-Centred Service (KCS) to improve knowledge creation, maintenance and reuse
Partner with DEX Insights to prioritise improvements based on data, user sentiment and trend analysis

Take accountability for BAU operations and incident recovery across Desktop and TechBar and act as the senior escalation point for critical incidents
Maintain consistent service standards across walk-up and remote channels and introduce ServiceNow Walk-Up appointment scheduling where appropriate
Maintain compliance with enterprise standards, policies and risk controls across all locations
Ensure compliance , monitor service performance and drive corrective actions to meet SLAs and KPIs.

Set the regional coverage model for Desktop and TechBar and balance capacity, skills and demand across sites
Oversee the EUC asset lifecycle, including procurement, stock management and disposal, through local teams and shared playbooks

Build strong relationships with senior stakeholders, Infrastructure teams, resolver groups and vendors and represent DEX in governance and planning forums
Communicate proactively with end users and senior leadership to promote adoption and training of EUC capabilities

Standardise and monitor KPIs and customer metrics across EMEA and publish an operational scorecard with DEX Insights
Provide executive-level reporting on performance, risks and strategic initiatives and maintain audit readiness and regulatory compliance
Use DEX Insights dashboards to track workloads, trends and benefit realisation and demonstrate the impact of improvements

Own the operation of M365 end-user services, including Teams, Outlook, SharePoint, OneDrive and Office apps, with disciplined change management, feature enablement and adoption
Partner with Platform Engineering, Infrastructure and IT Security to maintain service stability, resilience and performance and plan controlled rollouts and communications

Ensure full operational use of ServiceNow across incidents, requests, walk-up, problem and knowledge, supported by dashboards for workload and trend monitoring

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