Service Experience Manager in Caerphilly

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.

Role Summary

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.

Operational service excellence

• 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.

End user experience and DEX

• 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.

Problem management and continual improvement

• 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.

Major incidents and escalations

• 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.

Operational leadership

• 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.

Technical and operational oversight

• Maintain a strong working understanding of modern Workplace technologies, including Microsoft 365, Intune, Entra ID, 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.

Governance, risk and standards

• 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.

What success looks like

• Service quality improves through reduced repeat demand, stronger operational control and better user experience indicators.
• Backlog ageing is reduced, and open tickets are managed with clear ownership and priority.
• SLA attainment, first‑contact resolution and customer satisfaction remain visible, understood and actively improved.
• Major incidents are handled calmly, with clear communication and effective follow‑up actions.
• CSI activity leads to measurable improvement, rather than unresolved actions or recurring issues.
• Service Operations Engineers demonstrate stronger ownership, communication and resolution consistency.

What you’ll bring

Core experience

• Proven experience in operational service excellence, service experience or a senior operational role within an MSP or managed services setting.
• Experience operating a front‑door service model with clear escalation, operational control and repeat‑demand reduction.
• Practical involvement in Problem Management and CSI activity.
• Experience handling operational escalations and addressing poor end‑user experience.
• Background as a senior engineer, technical lead or escalation manager.
• Strong communication skills, especially during service disruption.

Technical capability

• Strong operational understanding of modern Workplace and EUC services.
• Working knowledge of Microsoft 365, Intune, Entra ID, Autopilot and endpoint security and compliance practices.
• Ability to assess whether services, fixes and handovers are supportable from an operational perspective.
• Understanding of how automation can support first‑contact resolution and reduce repeat effort when used safely.

Behaviours/approach

• Strong empathy for end users and how technology supports their work.
• Calm, pragmatic and decisive under pressure.
• Credible with technical and operational teams.
• Confident in challenging constructively when service quality is at risk.
• Focused on improving how services are experienced, not only how tickets are resolved.
• Able to lead through influence across teams and functions.
• ITIL v3 or v4 Foundation, with practical operational application.
• Experience with Digital Employee Experience concepts or tooling.
• Experience supporting public sector or regulated customers.

In this role, you will:

• Influence the quality of workplace technology services used by customers in demanding operational settings.
• Work across service operations, engineering, governance and customer teams to turn service insight into measurable improvement.
• Play a central role in reducing repeat demand, improving stability, and strengthening the end‑user experience.
• Join a business with a broad technology portfolio and opportunities to build a varied career across the wider Centerprise Group.

Basic salary plus non‑sales incentive. Pension, including the option to join the Salary Sacrifice/Exchange for Pension scheme, subject to eligibility. Electric vehicle salary sacrifice scheme, subject to eligibility. Death in Service cover at four times the basic salary. Salary sacrifice charity donation scheme. Ci Christmas Savings Club. Ci Lottery. Private Medical Insurance available, partially subsidised by Centerprise. Two days for personal well‑being.

Work-life balance

• 25 days’ holiday, rising to 28 days after five years’ service.
• Holiday Purchase Scheme.
• Hybrid working arrangement, with Monday and Friday available as optional working from home days.
• Out‑of‑town offices with free parking.