IT Service Experience Manager

Based in Leatherhead (Please check commute before applying)

Role Summary:

The IT Service Experience Manager leads the daily operation of the IT Service Experience team, ensuring prompt attention to IT enquiries, a consistent, high-quality, customer-centric IT support experience, and outstanding levels of first-time fix across the Hyundai and Genesis UK population.

This role requires a comprehensive IT technical depth, customer first mindset and a ‘can-do’ attitude with the ability to lead, guide and implement through a team of IT engineers to deliver an efficient, dependable, and proactive support to end users.

Within defined budgets and working in collaboration with relevant partners and affiliates, you will drive the continuous improvement of IT service delivery, ensure processes are best practice and user focused, that engineers are equipped with the relevant skill set and performance metrics measured, monitored and reported.

We want you to:

Service Delivery Leadership

• Lead, manage and develop the IT Service Experience team ensuring timely and effective resolution of incidents, requests, and escalations.
• Own service performance metrics (SLA), providing regular reports and insights as required.
• Oversee daily operations, workload prioritisation, and scheduling to ensure consistent service coverage.
• Serve as a main point of escalation for complex or high impact incidents.
• Develop, maintain, and continuously improve IT service processes.
• Deliver a first-class user experience, ensuring communications and resolutions are clear, timely, robust, and consistent.

Technical Oversight

• Provide technical guidance for infrastructure, end-user computing, and network-related issues at all levels.
• Collaborate closely with colleagues, project teams, partner providers, and affiliates, including (but not exclusive to):
• Windows Server and Active Directory administration
• Microsoft 365 and Exchange
• VMware and virtualised environments
• Endpoint management tools (SCCM, Intune)
• Cisco network fundamentals and VoIP systems
• Security and patch management

Continuous Improvement & Innovation

• Drive a culture of proactive, user focused service.
• Lead initiatives to automate repetitive tasks and optimise workflows.
• Enhance knowledge base content to empower users.
• Analyse service data to identify patterns, bottlenecks, and opportunities for improvement.
• Promote ongoing alignment between IT services and the wider business / affiliates.

Team Development

• Mentor, coach, and develop IT Service Experience engineers, to foster professional growth and knowledge sharing.
• Conduct performance reviews and set development objectives.
• Create a culture of accountability, collaboration, and customer service excellence.
• Promote cross-training to strengthen team resilience and technical breadth.

About you:

Essential Skills / Knowledge

• Proven experience leading or supervising an IT Service Desk or support teams.
• Strong technical foundation across Microsoft and virtualisation technologies (e.g. Windows Server, O365, AD, Exchange, VMware)
• Solid understanding of ITSM frameworks and service management principles (ITIL v4 Foundation or higher preferred).
• Demonstrable experience managing budgets, service KPIs, SLAs, and customer satisfaction metrics.
• Firsthand experience with ITSM/ticketing platforms (e.g. ServiceNow, Jira Service Management, HaloITSM, Freshservice)
• Excellent communication, leadership, and people skills
• Strong analytical mindset and problem-solving ability, with a continuous improvement focus
• Ability to work effectively under pressure, managing competing priorities and deadlines.

Desirable Skills/Knowledge

• Experience with:
  • Automation or orchestration tools (e.g. PowerShell, Power Automate)
  • Asset and configuration management practices
  • Endpoint protection, compliance, and vulnerability management tools
• Exposure to digital platforms (e.g. Salesforce, SAP) and cloud environments (Azure, AWS)
• Experience managing vendor performance and contracts.
• Experience with budget management
• ITIL Intermediate, Service Delivery Manager, or equivalent certification

Key Measures of Success

• SLA and KPI adherence across service desk functions
• Increased first-contact resolution and CSAT scores.
• Reduced incident recurrence and backlog levels
• Evidence of automation, self-service, and efficiency gains
• Positive feedback from users, peers, and leadership
• Team engagement and skills growth

Additional Information

• Working week – Monday to Friday core business hours
• Out of hours support cover may be required occasionally to support the needs of the business.
• Occasional unsocial hours when implementing solutions 

Rewards and Benefits

• Competitive Salary & Benefits Package
• Company Car + EV Charging
• Hybrid Working 
• Private Medical Insurance
• Office Lunch Allowance
• 25 Days Holidays plus Bank holidays with option to buy/sell
• Group Income Protection & Life Assurance
• Flexible Benefits & Retail Discount
• Pension 6% Matched
• Free Parking
• Access to Hyundai & Genesis Sponsored events 
• Access to Employee Car Scheme (once passed probation)