DEX Operations Manager - Information Technology Cross-Function Vice President

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11 Sept 2026

London, LND, GB, EC2M 2AT

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets.

Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

JRI Europe Limited (JRIE) is a subsidiary of The Japan Research Institute (JRI), the IT-specialised subsidiary of Sumitomo Mitsui Financial Group (SMFG). JRIE provides banking and financial IT services to SMBC Group companies across the EMEA region, supporting critical business systems, application development, technology projects, and ongoing production support.

Ready for the next step in your career at JRI Europe, a Group company of SMBC?

We're looking for a DEX Operations Manager (VP) for our Digital Employee Experience Team at JRIE.

About the role
As DEX Operations Manager, you will lead end-user support operations across EMEA, bringing together Desktop Support, Tech Bar services and Microsoft 365 service ownership into a single, consistent operating model. You will drive service excellence, operational improvements and data-driven decision-making to enhance the digital employee experience for colleagues across the region.

Key responsibilities

• Lead Desktop Support and Tech Bar operations across EMEA, ensuring consistent, high-quality service delivery.
• Own operational performance, service improvements and major incident escalation, using data and insights to drive measurable outcomes.
• Act as service owner for Microsoft 365 and core productivity platforms, partnering with stakeholders to ensure stability, governance and adoption.

What we’re looking for

• Proven experience leading IT support or end-user services across multiple teams, locations or countries.
• Strong knowledge of IT Service Management, Microsoft 365 services, KPIs and service improvement practices.
• Excellent leadership, stakeholder management and data-driven decision-making skills.

This role is based in London with occasional travel across EMEA

JRIE Service Group – Digital Employee Experience (DEX) CoE

The Digital Employee Experience (DEX) Centre of Excellence is responsible for delivering a consistent, reliable and user-focused IT experience for colleagues across EMEA. We combine end-user services, workplace technology, Microsoft 365 service ownership, analytics and continuous improvement to ensure employees can work productively and efficiently wherever they are.

The DEX Operations Manager provides end-to-end operational ownership of end-user services across EMEA, bringing Desktop Support, the London Tech Bar and regional Tech Bar enablement into a consistent operating model. The role turns DEX strategy into reliable local delivery, ensuring colleagues receive timely support, clear communication and a smooth digital employee experience.

Key Responsibilities

• Lead Desktop and Tech Bar Team Leads, building a culture of professionalism, accountability and continuous improvement
• Execute the EMEA DEX operating model, including Tech Bar standards, site practices, workforce planning and capability development
• Own BAU operations, incident recovery and senior escalations…