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Service Experience Manager
Job in
Cardiff, Cardiff City Area, CF10, Wales, UK
Listed on 2026-10-11
Listing for:
100 Percent
Full Time
position Listed on 2026-10-11
Job specializations:
-
IT/Tech
IT Support, IT Project Manager, IT Business Analyst
Job Description & How to Apply Below
(Hybrid – 2 days WFH per week)
Salary: £50,000 + Full Benefits
The RoleA leading UK Managed Services provider is seeking an experienced Service Experience Manager to drive service quality, end‑user satisfaction, and continual improvement across Workplace and EUC services. This role is ideal for someone who thrives in operational environments, understands the realities of front‑line service delivery, and is passionate about improving how users experience technology day‑to‑day.
Key Responsibilities- Champion end‑user experience and Digital Employee Experience (DEX)
- Analyse service data, KPIs, repeat demand and user feedback to identify friction
- Lead operational problem management and drive CSI initiatives
- Act as an escalation point for service quality and user‑experience issues
- Coordinate operational response during major incidents
- Coach and guide Service Operations Engineers to improve triage, communication, and ownership
- Ensure operational readiness, documentation, and standards are consistently met
- Work with engineering teams to convert recurring issues into fixes or improvements
- Strong background in an MSP or managed services environment
- Experience in service excellence, service experience, or senior operational roles (Service Delivery Manager / Service Experience Manager or similar)
- Solid understanding of modern Workplace/EUC technologies (M365, Intune, Entra , Autopilot etc.)
- Proven involvement in problem management, RCA, and continual improvement
- Excellent communication skills, especially during service disruption
- Ability to remain calm, pragmatic, and decisive under pressure
- Empathy for end users and a passion for improving how services are experienced
- ITIL Foundation (v3 or v4)
- Experience with DEX tooling or concepts
- Exposure to public sector or regulated environments
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