Location: Caerphilly, with potential travel to other Centerprise and customer sites 

Business unit: Services – Service Operations 

Reporting to: Operations Manager 

Package: Basic salary plus non-sales incentive 

Clearance: SC clearance, or the ability to obtain it, is required 

Working arrangements: Hybrid working, with optional home working on Mondays and Fridays. Working hours are 08:00–18:00, in line with customer requirements and operational coverage. Additional hours may be required during major incidents or service instability. 

Reliable technology keeps people productive. Confident, responsive support keeps them moving when something goes wrong. 

Take ownership of the service experience across our Workplace and End User Computing services, guiding operational teams and turning recurring problems into lasting improvements. 

Role Summary 

You’ll lead improvements in day-to-day service quality, bringing together operational data, user feedback and technical insight. Working with engineering, service delivery and governance teams, you’ll ensure issues receive clear ownership and improvements deliver measurable benefits for users. 

What you’ll do 

Service quality and user experience 

• Own day-to-day operational service quality, setting clear standards and priorities across Service Operations and Workplace Operations. 

• Ensure incidents, requests and escalations are handled professionally, with users’ needs at the centre of decisions. 

• Use feedback and Digital Employee Experience (DEX) data to identify problems with device performance, application stability, access and support interactions. 

Problem management and improvement 

• Lead operational problem management and contribute to root cause analysis, addressing the causes of recurring incidents. 

• Prioritise improvements that reduce disruption and support effort, working with engineering teams to deliver lasting fixes. 

• Track actions through to completion and validate their impact through service and experience data. 

Major incidents and communication 

• Lead the operational response to major incidents, coordinating initial support and effective escalation to engineering. 

• Keep users and stakeholders informed with clear, timely updates during disruption. 

• Ensure post-incident actions are completed and reduce the likelihood of repeat issues. 

Team leadership and technical oversight 

• Guide and coach Service Operations Engineers, strengthening ownership, communication, initial assessment and resolution quality. 

• Set expectations for the safe use of approved automations and appropriate escalation when standard processes do not apply. 

• Provide operational oversight of Workplace technologies, challenging approaches that increase instability, support effort or user friction. 

Collaboration, readiness and assurance 

• Give Customer Success teams clear evidence of service health, improvement priorities and progress. 

• Work with project and engineering teams to ensure services are ready for operational handover, with suitable documentation and clear visibility of known issues. 

• Identify automation opportunities, escalate operational risks and uphold information security, data protection and health and safety standards. 

What success looks like 

• Fewer ageing tickets and consistent achievement of agreed service levels. 

• More issues resolved at first contact, with less support effort per ticket. 

• A sustained reduction in recurring incidents and repeat support demand. 

• Improvement initiatives completed, with evidence of better service stability and user experience. 

• Stronger user satisfaction, supported by meaningful feedback and survey participation. 

• Measurable progress against agreed Digital Employee Experience indicators. 

What you’ll bring 

Core experience 

• Proven experience in service excellence, service experience or a senior operational role within a managed service provider or managed services environment. 

• Experience running an initial-contact support service with clear escalation routes, operational oversight and a focus on reducing recurring issues. 

• Demonstrable involvement in problem management and continual service improvement. 

• Experience managing operational escalations and addressing poor user experience. 

• A background as a senior engineer, technical lead or escalation manager. 

Technical capability 

• Strong operational understanding of modern Workplace and End User Computing services. 

• A working understanding of Microsoft 365, Intune, Entra ID, Autopilot, and endpoint security and compliance practices. 

• The judgment to assess whether technical solutions are supportable and deliver a reliable user experience. 

Behaviours/approach 

• Empathy for users and an understanding of how technology supports their work. 

• Calm, decisive judgement under pressure, with clear communication during service disruption. 

• Credibility with technical and operational teams, and the ability to lead through influence. 

• A constructive approach to challenging decisions and taking ownership of improvements. 

Desirable 

• ITIL v3 or v4 Foundation, supported by experience applying it operationally. 

• Experience with Digital Employee Experience concepts or tools. 

• Experience supporting public sector or regulated environments. 

Why join Centerprise 

Centerprise is a well-established UK technology provider with over 40 years of experience delivering infrastructure, cloud, managed services and lifecycle solutions. 

We combine the strength of a national organisation with the agility of a growing business, supporting public and private sector customers across the UK. 

• Take ownership of improvements that directly affect how people experience technology at work. 

• Shape service standards and develop the capability of operational teams. 

• Work closely with engineering, delivery and customer teams to turn service insight into completed improvements. 

• Build a varied career within a group that values professional development and shared expertise. 

Benefits 

Financial & lifestyle 

• Pension, with a salary sacrifice/exchange option, subject to eligibility. 

• Electric vehicle salary sacrifice scheme, subject to eligibility. 

• Death-in-service cover of four times your basic salary. 

• SAGE Employee Benefits scheme. 

• Salary sacrifice charity donation scheme. 

• Ci Christmas Savings Club and Ci Lottery. 

• Free parking at our out-of-town offices. 

Health & wellbeing 

• Two days for personal wellbeing. 

• Access to private medical insurance, partially subsidised by Centerprise. 

Work-life balance 

• 25 days’ holiday, rising to 28 days after five-plus years’ service. 

• Holiday purchase scheme. 

• Company-supported CSR volunteer day. 

• Hybrid working, with optional home working on Mondays and Fridays. 

Our culture 

We value ownership, clear communication and constructive collaboration. You’ll work alongside experienced colleagues, share knowledge and develop your career within the Centerprise Group. We are an equal opportunities employer. 

Apply now 

Bring your operational experience and technical judgement to a role where you can improve service quality, support your team and make technology work better for the people who rely on it. Apply for our Service Experience Manager opportunity.