Digital Excellence; DEX Team Lead – End User Services

Digital Employee Excellence (DEX) Team Lead – End User Services

Job Title:Digital Employee Experience (DEX) Platform Lead
Location:London Job Type:Full-time, permanent

Agencies:
We will only work with recruitment partners on our preferred supplier list and will not engage with speculative CVs submitted.

Are you passionate about making life science life changing and delivering impact for patients? We want to hear from you.

About the role:

The goal of the DEX Platform Lead role is to inspire and lead the service team to provide and drive adoption of digital workplace technologies and applications. The role is a team leader and technology advocate, able to drive excellent user experience of technology services within Life Arc.

The role is key to fostering a customer-focused service culture, driving continuous service improvement and maturity to build trust in technology services. The role will seek opportunities to embed technology as an instrumental enabler to support colleagues to achieve their objectives, simplify and optimise the user experience, enhance user productivity and collaboration.

The role manages a team of permanent and third party staff, and works in close collaboration with service partners such as HR, Communications, Facilities and enterprise leaders, Technology colleagues and vendors to ensure Life Arc staff are able to fully exploit workplace and business technologies.

Key responsibilities:

• Define and lead the strategy, processes, and tools for the Digital Employee Experience (DEX) domain.
• Build, manage, and develop a skilled technology team in a matrix environment.
• Plan and optimise the operational technology budget (approx. £1.5m annually).
• Govern and leverage strategic partnerships with suppliers and SaaS vendors.
• Drive service maturity and continuous improvement using data and best practices.
• Lead the evolution of IT service management tools and processes.
• Ensure excellence in end-user support, incident resolution, and service delivery.
• Manage and optimise enterprise SaaS applications in line with IT standards.
• Champion user-centric service design and foster strong stakeholder relationships.
• Drive adoption of digital workplace technologies, automation, and AI solutions.

Essential experience required:

• Team leadership experience within a technology digital workplace
• Experience in IT service management
• Experience in implementing ITIL foundations, modern ITSM tools and application lifecycle management (SDLC)
• Tech fluency with M365 and Service Now (or equivalent)
• ITIL Foundations or equivalent industry best practice service management maturity model
• Bachelors’ degree in Computational Science, Information Technology, or a related field or equivalent experience.
• Experience in enterprise IT services, processes and technologies that enhance employee productivity, ideally in healthcare or a life sciences/pharmaceutical organisation
• Experience in organisational and human change management
• Lean sigma or similar continuous improvement techniques
• Prior experience managing and optimising Azure Cloud and M365 environments

Skills & abilities:

• Excellent delegation skills with the ability to empower and develop teams of technical specialists
• Customer-focused service management, with a proven ability to engage customers and stakeholders
• Collaboration and matrix working to lead cross-functional collaborations
• Business acumen and strategic thinking to shape technology strategies that directly impact business growth and competitive advantage.
• Value-add business partner to develop and maintain solid relationships with client groups.

About us:

Life Arc is a not-for-profit life science organisation, leading the way for change in rare diseases in the UK and supporting promising initiatives in global health. We seek out research in areas of unmet need that has great potential, providing support to help it become breakthroughs that change lives.

What we can offer you:

Focused on finding life changing solutions for underserved patients, our people thrive in an inclusive, and supportive environment that prioritises their health and wellbeing. Our multidisciplinary approach guarantees our people growth opportunities, while our culture of…