Digital Workplace Operations Manager (VP)
Location: London City (Hybrid - 3 days onsite)
Salary: £90,000 - £100,000 + Benefits
Type: Permanent
A leading international financial services organisation is seeking a DEX Operations Manager (VP) to lead end-user support operations across EMEA.
This is a senior leadership role responsible for driving exceptional digital employee experiences across a complex, multinational environment. You will oversee Desktop Support, TechBar Services and Microsoft 365 operational ownership while leading service excellence, continuous improvement initiatives and regional operational strategy.
Key Responsibilities- Lead Desktop Support and End User Computing operations across EMEA
- Manage and develop regional support teams and team leads
- Own service delivery, operational performance, SLAs and KPIs
- Act as senior escalation point for major incidents and service issues
- Drive service improvement initiatives using operational data and user feedback
- Oversee Microsoft 365 end-user services including Teams, Outlook, SharePoint and OneDrive
- Partner with infrastructure, engineering and security teams to maintain service stability and adoption
- Champion ITSM best practice across Incident, Problem, Change and Knowledge Management
- Utilise ServiceNow and operational reporting to drive measurable improvements
- Build strong relationships with senior stakeholders across the business
Essential Experience
- Experience leading End User Computing, Desktop Support, Digital Workplace or IT Service Operations functions
- Proven management of multi-site, regional or international support teams
- Strong understanding of IT Service Management principles and frameworks
- Experience with Microsoft 365 operational ownership and service delivery
- Strong ServiceNow experience
- Track record of driving service improvement and operational transformation initiatives
- Experience managing major incidents and executive-level escalations
- Excellent stakeholder management and communication skills
Desirable Experience
- Financial Services or Banking sector experience
- ITIL certification
- Agile or Scrum certification
- Knowledge-Centred Service (KCS)
- Digital Employee Experience (DEX) tooling and analytics platforms
What's on Offer
- Senior VP-level leadership position
- Opportunity to shape the end-user technology experience across EMEA
- Exposure to enterprise-scale Microsoft 365 and workplace technology environments
- Competitive salary and benefits package
- Hybrid working model
If you're an experienced Digital Workplace, EUC or IT Operations leader looking for your next challenge within a global enterprise environment, we'd be keen to hear from you.
Apply now for immediate consideration.
GCS is acting as an Employment Agency in relation to this vacancy.