Service Experience Manager

Service Experience Manager in Cardiff (CF15) | 100% IT Recruitment Ltd My career My jobs MA My account Search These jobs were popular with other job seekers Head of Digital Resilience and Business Continuity (BCDR) Inspire People Cardiff (CF14), CF14 3ZA £57367 - £63319 per annum + 29% Pension & Civil Service Benefits 4 weeks ago ICT Infrastructure Manager South Wales Police Bridgend (CF31) £53451 - £57186 per annum 2 weeks ago Incident Management Manager Natural Resources Wales Wales 09 £61,762 - £67,422 2 weeks ago Service Delivery Manager Yolk Recruitment Limited CF1 Up to £62000.00 per annum 1 day ago Client Support Manager Yolk Recruitment Limited Ystrad Mynach, Hengoed (CF82), CF82 7FQ Up to £53300 per annum + £5,740 Car allowance, LGPS pension 1 week ago Capture Management Lead AECOM Cardiff, South Glamorgan 1 week ago Project and Service Introduction Manager Natural Resources Wales Wales 06 £42,662 - £46,662 6 days ago Centre Manager Kwik Fit Monmouth (NP25), NP25 3LX 6 days ago IT Manager, SME, Microsoft 365, Swansea, COR7654 Corriculo Ltd Swansea, Neath Port Talbot, SA1 1NU £45k - 50k per year + Benefits 6 days ago Enterprise Applications Manager ADAPTABLE RECRUITMENT LTD Bristol, Avon £70000 - £80000 per annum 1 week ago Service Experience Manager 100% IT Recruitment Ltd Cardiff (CF15) Permanent Contract; Hybrid Published: 2 weeks ago £50,000 per annum Bonus and full benefits Apply Save Service Experience Manager 100% IT Recruitment Ltd Apply 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 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 Apply Today 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. Apply 100% IT Recruitment Ltd Auditing and Law 1 Job Similar Service Experience Manager Jobs Popular with Other Job Seekers Head of Digital Resilience and Business Continuity (BCDR) Inspire People Cardiff (CF14), CF14 3ZA £57367 - £63319 per annum + 29% Pension & Civil Service Benefits 4 weeks ago ICT Infrastructure Manager South Wales Police Bridgend (CF31) £53451 - £57186 per annum 2 weeks ago Incident Management Manager Natural Resources Wales Wales 09 £61,762 - £67,422 2 weeks ago Service Delivery Manager Yolk Recruitment Limited CF1 Up to £62000.00 per annum 1 day ago Client Support Manager Yolk Recruitment Limited Ystrad Mynach, Hengoed (CF82), CF82 7FQ Up to £53300 per annum + £5,740 Car allowance, LGPS pension 1 week ago Capture Management Lead AECOM Cardiff, South Glamorgan 1 week ago Project and Service Introduction Manager Natural Resources Wales Wales 06 £42,662 - £46,662 6 days ago Centre Manager Kwik Fit Monmouth (NP25), NP25 3LX 6 days ago IT Manager, SME, Microsoft 365, Swansea, COR7654 Corriculo Ltd Swansea, Neath Port Talbot, SA1 1NU £45k - 50k per year + Benefits 6 days ago Enterprise Applications Manager ADAPTABLE RECRUITMENT LTD Bristol, Avon £70000 - £80000 per annum 1 week ago Service Experience Manager jobs Service Experience Manager jobs in Cardiff IT jobs IT jobs in Cardiff Web Development jobs Web Development jobs in Cardiff Jobs in Cardiff Full Time jobs Weekend jobs Retail jobs Amazon Warehouse Operative jobs Christmas jobs Night Shift jobs NHS jobs Apprenticeship jobs Warehouse jobs Cleaning jobs No Experience jobs Remote jobs Admin jobs Administration jobs Apprenticeships jobs Tesco jobs Get hired. Find success. Totaljobs About us Careers at Totaljobs Press Partners Privacy policy Terms and conditions Cookies Legal and compliance Accessibility Jobseekers Salary Planner Jobseeker help centre Career advice Recruiters Post job ads Recruiting news Courses Contact us - recruiters Recruit internationally Download App store Play store The Stepstone Group UK Ltd © 2026 We use cookies We use cookies to operate our website, measure how people use our services to help us improve them, enrich usage profiles and personalise the content displayed to you. We also share information about your use of our site with our social media, advertising, and analytics partners, who may combine it with other information, to show you relevant ads on other websites, and to measure the performance of our advertising. Some cookies are essential for the operation of our website. If you would prefer us not to use the non-essential cookies, click “Just necessary”, but please be aware that this may impact your experience of our site and the services we are able to offer. Click “Accept” if you’re happy for us to place these cookies. You can change your mind at any time. Store and / or access information on a device Cookies, device identifiers, or other information can be stored or accessed on your device for the purposes presented to you. Personalised ads and content, ad and content measurement, audience insights and product development Ads and content can be personalised based on a profile. More data can be added to better personalise ads and content. The performance of ads and content can be measured. Insights about audiences who have viewed the ads and content can be extracted. Data can be used to build or improve user experience, systems and software. Display third-party content (social networks, videos) Content from social networks and embedded content from third-party providers can be displayed. Identifiers derived from authentications If an identifier is created based on authentication data, such as contact details associated with online accounts you have set up on websites or apps (e.g. email address, phone number) or customer identifiers (e.g. an identifier provided by your telecommunications provider), then this identifier can be used to recognize you across websites, apps and devices if you are logged in with the same contact details. Just Necessary Accept All Cookie Settings You can also exercise your right to object to data processing based on legitimate interests under “Privacy Policy”. Privacy Policy Cookie policy