DEX Operations Manager - Information Technology Cross-Function Vice President (London, LND, GB, EC2M 2AT)

Sumitomo
London
Full timeFunction: Business OperationsSkills: ["Leadership","Stakeholder management","Data-driven decision-making","Risk management","Strategic thinking"]

Lead end-user support operations for Digital Employee Experience (DEX) across EMEA, unifying Desktop Support, TechBar services, and Microsoft 365 service ownership into a consistent operating model. Drive service excellence through operational performance ownership, incident escalation, and measurable improvements. Represent DEX in governance forums, partner with engineering/security stakeholders, and use ServiceNow, tooling, telemetry, and dashboards to reduce MTTR and enhance the employee experience.

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Sumitomo
Sumitomo
13 hours ago

DEX Operations Manager - Information Technology Cross-Function Vice President (London, LND, GB, EC2M 2AT)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead end-user support operations for Digital Employee Experience (DEX) across EMEA, unifying Desktop Support, TechBar services, and Microsoft 365 service ownership into a consistent operating model. Drive service excellence through operational performance ownership, incident escalation, and measurable improvements. Represent DEX in governance forums, partner with engineering/security stakeholders, and use ServiceNow, tooling, telemetry, and dashboards to reduce MTTR and enhance the employee experience.
Location: London
Employment Type: Full time
Job Function: Business Operations
Seniority: Sr. Director level

Key Responsibilities

  • •Lead Desktop Support and TechBar operations across EMEA to ensure consistent, high-quality service delivery.
  • •Own operational performance, service improvements, and major incident escalation using data and insights.
  • •Act as service owner for Microsoft 365 and core productivity platforms, partnering to ensure stability, governance, and adoption.
  • •Execute the EMEA DEX operating model including TechBar standards, site practices, workforce planning, and capability development.
  • •Use ServiceNow, DEX tooling, and telemetry to anticipate issues, reduce MTTR, and improve the user experience.
Travel: Low travel

Pay and Benefits

Perks:Hybrid WorkingPaid LeaveHealth InsuranceLife Insurance

Key Requirements

  • •Proven experience leading IT support or end-user services across multiple teams, locations, or countries.
  • •Strong knowledge of IT Service Management, Microsoft 365 services, KPIs, and service improvement practices.
  • •Excellent leadership, stakeholder management, and data-driven decision-making skills.
Skills:LeadershipStakeholder managementData-driven decision-makingRisk managementStrategic thinking
Tech Stack:Microsoft 365Microsoft 365 service ownershipServiceNowTelemetryDashboardsKCSDesktop SupportTechBarEU C asset lifecycle oversight

Company Brief

Sumitomo
Sumitomo Corporation is a global diversified trading and investment conglomerate engaged in metal products, transportation, infrastructure, media, real estate, and other business domains through investments, trading, and integrated solutions worldwide.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tokyo, Japan
Founded: 1919
WebsiteLinkedIn