At a Glance
- Tasks: Drive service quality and enhance user experience in a dynamic tech environment.
- Company: Leading UK Managed Services provider with a focus on innovation.
- Benefits: Competitive salary, full benefits, and hybrid working options.
- Other info: Join a supportive team with opportunities for professional growth.
- Why this job: Make a real impact on how users experience technology every day.
- Qualifications: Experience in managed services and a passion for service excellence.
The predicted salary is between 49500 - 60500 £ per year.
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
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.
Locations
Service Experience Manager in Newport, Wales employer: 100% IT Recruitment Ltd
Join a forward-thinking company in South Wales that prioritises innovation and excellence in software engineering. With a strong emphasis on employee growth, you will benefit from a collaborative work culture that encourages professional development and offers competitive benefits. This role not only allows you to shape governance standards but also positions you within a supportive environment that values your expertise and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Experience Manager in Newport, Wales
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 100% IT Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 100% IT Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Experience Manager in Newport, Wales
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 100% IT Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at 100% IT Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 100% IT Recruitment Ltd!
How to prepare for a job interview at 100% IT Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
