Service Manager

Location: Caerphilly, with potential travel to other Centerprise and customer sites
Business Unit: Services, Service Operations
Reporting Line: Operations Manager
Package: Basic salary plus non-sales incentive
Clearance: SC clearance, or the ability to obtain SC clearance, is required
Working Pattern: Hybrid working, with Monday and Friday available as optional working from home days

This is an opportunity to shape how users experience workplace technology across managed service environments.

As Service Experience Manager, you will focus on service quality, operational control, user experience, and continuous improvement, ensuring issues are understood, resolved properly, and prevented from recurring.

The Service Experience Manager will drive operational service excellence across Workplace and End-User Computing services, with a strong focus on the day-to-day experience of technology.

You will work across service operations, governance, delivery and engineering teams to make sure service health, repeat demand, backlog and improvement activity are translated into clear, completed actions.

• Own and improve the day-to-day service experience delivered across Service Operations and Workplace Operations.
• Set and maintain operational standards, controls and priorities that support reliable service delivery.
• Ensure incidents, service requests, and escalations are handled professionally and with a user-focused approach.
• Act as the operational escalation point where service quality or user experience is at risk.

• Champion the end user perspective across Workplace and EUC services.
• Use experience data and user feedback to identify friction affecting productivity.
• Focus on areas such as device and application stability, authentication, access and support interaction quality.
• Work with engineering and delivery teams to turn findings into practical improvements.
• Validate improvements using operational and experience indicators.

• Own operational problem management, with a focus on reducing repeat incidents and improving long‑term service quality.
• Lead or contribute to root cause analysis so underlying issues are understood, and corrective action is appropriate.
• Drive CSI activity aligned to user impact and operational effort.
• Make sure improvement actions are owned, tracked and evidenced through better stability, reduced repeat demand or improved experience indicators.

• Lead the operational response to major incidents.
• Coordinate the front‑door response and ensure clear escalation into engineering teams.
• Provide accurate, timely and appropriate communication to users and stakeholders.
• Capture, assign, and progress post‑incident actions through to closure.

• Provide leadership and direction to Service Operations Engineers.
• Coach teams to improve ownership, customer communication, triage quality and resolution consistency.
• Set expectations for safe use of approved automations at first contact.
• Reinforce professional behaviours and consistent service standards.

• Maintain a strong working understanding of modern Workplace technologies, including Microsoft 365, Intune, Entra , Autopilot, endpoint security and compliance practices.
• Provide operational oversight to ensure services are supportable and experience‑focused.
• Challenge approaches that increase instability, repeat effort or user friction.

• Support operational adherence to information security, data protection and health and safety requirements.
• Identify and escape risks that could affect service continuity, stability or user experience.
• Support audit and assurance activity by ensuring operational practices reflect required standards.
• Work closely with Customer Success, PMO, Digital Workplace Engineering and automation teams to improve service health and delivery readiness.

• Service quality improves through reduced repeat demand, stronger operational control and better user experience indicators.
• Backlog ageing is reduced, and open tickets are…