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 an...
Service Experience Manager in Cardiff employer: 100% IT Recruitment
As a leading technology provider based in Basingstoke, we pride ourselves on being an excellent employer that fosters a dynamic and supportive work culture. Our hybrid working model allows for flexibility, while our commitment to employee growth is reflected in our strong benefits package, including uncapped commission and private medical coverage. Join us to make a meaningful impact in the technology sector, where your contributions are valued and rewarded.
