Service Experience Manager

Nr Cardiff (Hybrid – 2 days WFH per week)

Salary: £50,000 + Full Benefits

A 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.

The Role

As the Service Experience Manager, you’ll be responsible for ensuring operational excellence across service operations, focusing on user experience, service stability, and quality of support interactions. You’ll work closely with service delivery, engineering, and customer‑facing teams to ensure that service performance aligns with expectations and that improvement actions are completed and evidenced.

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

What You’ll Bring

• 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 ID, 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

Desirable

• ITIL Foundation (v3 or v4)
• Experience with DEX tooling or concepts
• Exposure to public sector or regulated environments

Apply Today

If you are working as a Service Delivery Manager or Service Experience Manager and you’re passionate about service quality, user experience, and driving meaningful operational improvement, we’d love to hear from you. Please send your CV to me today.