At a Glance
- Tasks: Lead and enhance digital employee experiences across EMEA with innovative IT services.
- Company: Join a top-tier bank with a hybrid work culture and a focus on employee satisfaction.
- Benefits: Enjoy a competitive salary of £100,000 plus benefits and opportunities for professional growth.
- Other info: Dynamic role with opportunities for travel and collaboration across diverse teams.
- Why this job: Make a real impact by improving digital tools and support for colleagues across the region.
- Qualifications: Experience in IT service management and strong leadership skills are essential.
The predicted salary is between 100000 - 100000 £ per year.
The Digital Employee Experience (DEX) CoE delivers consistent and proactive IT services that support colleagues across EMEA with a smoother, more reliable digital experience. For employees, this means quicker resolutions, clearer communication and confidence that support will be available and effective whenever they raise a ticket, visit a TechBar or use our digital tools.
The Operations Manager provides end to end operational ownership of end user services across EMEA, bringing Desktop Support, the London TechBar and TechBar enablement across EU EMEA into a single operating model. The role turns regional DEX strategy into local delivery that feels seamless for employees, ensuring issues are resolved quickly, knowledge is readily available and services continually improve based on real usage and feedback.
The Operations Manager also acts as service owner for Microsoft 365 and other core productivity platforms, ensuring they remain stable, well governed and easy to adopt. Partnering with DEX Insights, the role converts operational data into practical action so that trends are addressed early, priorities are clear and improvements are measurable for both ITSD and the colleagues we support. The role involves occasional travel across EMEA as required to support regional alignment and governance.
- Leadership & People Development: Execute the EMEA DEX operating model and TechBar standards through site operating practices, ensuring consistent adoption across the region. Lead Desktop and TechBar Team Leads and build a culture of professionalism, accountability and continuous improvement. Define the workforce strategy including structure, recruitment, succession planning and capability development, and embed SME roles and the DEX skills matrix. Provide coaching and mentoring to frontline leaders and senior engineers to strengthen leadership capability.
- Agile Facilitation & Continuous Improvement: Champion agile delivery across Desktop and TechBar squads and ensure ceremonies, backlog prioritisation and iterative improvements are fully embedded. Own the operational improvement backlog to reduce recurring issues, remove workarounds and prevent the re-introduction of known risks. Drive adoption of Knowledge-Centred Service (KCS) to improve knowledge creation, maintenance and reuse. Partner with DEX Insights to prioritise improvements based on data, user sentiment and trend analysis.
- Operational Oversight: Take accountability for BAU operations and incident recovery across Desktop and TechBar and act as the senior escalation point for critical incidents. Maintain consistent service standards across walk-up and remote channels and introduce ServiceNow Walk-Up appointment scheduling where appropriate. Maintain compliance with enterprise standards, policies and risk controls across all locations. Ensure compliance, monitor service performance and drive corrective actions to meet SLAs and KPIs.
- Resource & Service Management: Set the regional coverage model for Desktop and TechBar and balance capacity, skills and demand across sites. Oversee the EUC asset lifecycle, including procurement, stock management and disposal, through local teams and shared playbooks.
- Stakeholder Engagement: Build strong relationships with senior stakeholders, Infrastructure teams, resolver groups and vendors and represent DEX in governance and planning forums. Communicate proactively with end users and senior leadership to promote adoption and training of EUC capabilities.
- Governance, Reporting & Insights: Standardise and monitor KPIs and customer metrics across EMEA and publish an operational scorecard with DEX Insights. Provide executive-level reporting on performance, risks and strategic initiatives and maintain audit readiness and regulatory compliance. Use DEX Insights dashboards to track workloads, trends and benefit realisation and demonstrate the impact of improvements.
- Microsoft 365 Service Ownership: Own the operation of M365 end-user services, including Teams, Outlook, SharePoint, OneDrive and Office apps, with disciplined change management, feature enablement and adoption. Partner with Platform Engineering, Infrastructure and IT Security to maintain service stability, resilience and performance and plan controlled rollouts and communications.
- Proactive & Data-Driven Operations: Ensure full operational use of ServiceNow across incidents, requests, walk-up, problem and knowledge, supported by dashboards for workload and trend monitoring.
DEX Manager in England employer: GCS Recruitment
Join a forward-thinking organisation that values innovation and collaboration, where as a Senior Site Reliability Engineer, you will play a pivotal role in enhancing the reliability and performance of critical banking systems. With a hybrid working model based in Knutsford or Glasgow, you will benefit from a supportive work culture that prioritises continuous improvement and employee growth, alongside opportunities for technical leadership and mentorship. Enjoy a competitive benefits package and the chance to work with cutting-edge technologies in a dynamic environment that fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land DEX Manager in England
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like DEX Manager at GCS Recruitment!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like GCS Recruitment or be willing to refer you for that DEX Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from GCS Recruitment who’s on the lookout for their next DEX Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time DEX Manager role at GCS Recruitment!
We think you need these skills to ace DEX Manager in England
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at GCS Recruitment. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at GCS Recruitment
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at GCS Recruitment. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
