Platform Manager
Job Profile
We are seeking an experienced IT Service Operations & Digital Employee Experience (DEX) Platform Lead to take ownership of our digital workplace ecosystem and IT service operations.
This is a leadership role focused on driving a high-performing, customer-centric IT service function while championing the adoption of modern workplace technologies. You will play a key role in shaping strategy, improving service maturity, and ensuring technology enables colleagues to work efficiently, collaboratively, and productively.
You’ll lead a blended team of internal and third-party resources, working closely with business stakeholders, technology teams, and external vendors to deliver a seamless and engaging digital employee experience.
Responsibilities
- Strategy & Leadership: Define and deliver the IT Service Operations & DEX strategy, leading a high-performing team across internal and third-party resources
- Service Excellence: Drive service maturity, resilience, and continuous improvement across ITSM, end user services, and application support
- Digital Workplace Ownership: Oversee and optimise the end-to-end workplace environment (M365, devices, IAM, networks, A/V, ITSM, ITAM)
- Stakeholder & Vendor Management: Build strong business relationships and manage key suppliers and technology partners
- Technology Adoption & Innovation: Drive adoption of workplace technologies, delivering roadmap initiatives including automation and AI
- Governance & Risk: Ensure secure, compliant, and resilient services aligned to IT standards and best practice
- Financial Management: Own and optimise the IT operations budget (~£1.5m)
Skills & Experience
Essential:
- Strong leadership experience within IT service operations, digital workplace, or application support environments
- Proven ability to build, develop, and lead high-performing teams
- Deep experience in IT Service Management (ITSM), including ITIL frameworks and service maturity improvement
- Strong stakeholder engagement skills with a customer-first mindset
- Experience defining KPIs, measuring performance, and driving continuous improvement through data
- Ability to drive adoption of new technologies across the business
- Strong problem-solving and user-centric design approach
- Technical expertise in Microsoft 365 and ITSM platforms such as ServiceNow (or equivalent)
- Experience managing and optimising M365 environments
Preferred:
- Experience in enterprise-scale IT environments focused on employee productivity
- Knowledge of organisational change management practices
- Exposure to Lean Six Sigma or similar continuous improvement methodologies
- Understanding of network infrastructure