Senior Manager - Digital Workplace Service Owner

Key Responsibilities

• Develop and maintain the long-term strategy and lifecycle roadmap for Digital Workplace services, from initial concept and design through to retirement. 
• Lead service governance by embedding standards, policies, and controls, and ensuring compliance with regulatory frameworks such as ISO 27001, SOX, FCA, and GDPR. 
• Partner with engineering, operations, change management, and communications teams to deliver stable, scalable, and resilient services while driving adoption and productivity. 
• Manage vendor relationships, licensing, renewals, and commercial performance, ensuring cost optimisation and value realisation. 
• Monitor service health, KPIs, SLAs, and user feedback to proactively identify opportunities for optimisation, automation, and simplification. 
• Champion a user-centric approach, ensuring accessibility, inclusivity, and a frictionless experience across all digital workplace touchpoints. 
• Serve as the principal contact for business stakeholders, HR, IT leadership, and security teams, communicating service updates, risks, and progress against the roadmap. 
• Oversee robust incident, problem, and change management processes, driving root-cause analysis and continuous improvement. 
• Ensure access, identity, and security controls are actively managed, and maintain up-to-date documentation, knowledge articles, and support models. 
• Evaluate ROI for new tools and enhancements, benchmark against industry best practices, and lead innovation initiatives, pilots, and proofs of concept. This role demands strong strategic vision, operational excellence, and a passion for delivering services that empower employees and drive organisational success within a modern digital workplace environment.   

Skills, Knowledge and Expertise

• 5+ years experience in end-to-end ownership of Digital Workplace, EUC, or IT Operations roles.
• 3+ years in global service ownership or global service management roles.
• Experience with Microsoft 365, endpoint management, identity, and collaboration platforms.
• Proven ability to manage service performance, stakeholders, vendors, and governance requirements.
• Extensive hands-on experience with core digital workplace platforms, including Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Online), endpoint management (Intune), and identity solutions (Azure AD/Entra). Familiarity with collaboration ecosystems is highly desirable.
• Proven track record in end-user computing, covering device lifecycle management, Windows OS, mobile device management, and virtual desktop environments, coupled with a solid understanding of hardware standards.
• Demonstrable background in IT Service Management, with a strong grasp of ITIL best practices, service lifecycle management, and incident, problem, and change processes. Experience in service governance and continuous improvement is key.
• Solid understanding of security and compliance frameworks, including identity and access management, data protection principles, Zero Trust architecture, and regulatory standards such as ISO 27001 and GDPR.
• ·Experience working with cloud-based architectures and SaaS service models, with a keen awareness of automation and integration patterns.
• Practical exposure to digital employee experience (DEX) initiatives, behavioural change management, and user adoption strategies.