Vice president of customer experience Work, Jobs in United Kingdom (with Salaries)

Service Desk Manager
ABM —London
- Full-time
- Continuous improvement
- Recruiting
- Training & development
2d
Vice President of Sales - EMEA
Onclusive —London
- Hybrid work
- English
- Business development
- Travel
Quick apply
HR Business Advisor - Technology - Vice President
JPMorganChase —London
- Full-time
- Analysis skills
- Human resources
3d
Senior Vice President, Regional Operations
CULTURAL EXPERIENCES ABROAD LLC —London
- £145,000 a year
- Full-time
- Management
- English
- Master's degree
Quick apply
Go-to-Market Europe - Vice President
iCapital —London
- £900,000 - £1,000,000 a year
- Business development
4d
Vice President of Technology
MOO —London
- Full-time
- Hybrid work
- Bar
- AI
- Flexible schedule
- Life insurance
Quick apply
Vice President, iGaming Revenue Operations
DraftKings —Boston
- £235,200 - £294,000 a year
- Full-time
- Remote
- Merchandising
- Analysis skills
- Team management
Divisional Vice President Business Manager
AMETEK, Inc. —Langley
- Engineering
- Master's degree
- Business development
Regional Vice President, Europe (RVP, EU)
Sitemate —London
- £100,000 - £200,000 a year
- Full-time
- CRM software
- Annual leave
- Work from home
4d
Vice President, Brand Director
Emerald X —London
- £92,500 a year
- Full-time
- Business development
- Travel
- Leadership
Marcus by Goldman Sachs, Delivery Workforce Planning and Hiring Process Manager, Vice President, Birmingham
Goldman Sachs —Birmingham
- Full-time
- Microsoft Powerpoint
- Management
- Writing skills
- Employee assistance programme
Assistant Vice President - Manager - Process Ownership & Business Transformation
Moody's —London
- Salesforce
- Analysis skills
- Bachelor's degree
Business Analytics Advisor - Vice President
JPMorganChase —London
- Full-time
- Financial services
- Leadership
- Communication skills
2d
Vice President, EMEIA Sales
SambaNova —London
- £160,000 - £225,000 a year
- Full-time
- Remote
- Travel
- AI
- Leadership
- Employee assistance programme
12d
Regional Vice President UKI
Mimecast —London
- £280,000 - £420,000 a year
- Full-time
- Bar
- Analysis skills
- Leadership
Vice President of Sales, EMEA
Integrated DNA Technologies (IDT) —York
- Full-time
- Remote
- Travel
- Leadership
Head of Workplace Safety, EMEA - Vice President
JPMorganChase —London
- Full-time
- Computer literacy
- Computer skills
- Leadership
9d
Vice President of Channel Sales- EMEA
HotSchedules Corporate —Bath
- Full-time
- Business development
- Travel
- Contracts
DEX Operations Manager - Information Technology Cross-Function Vice President
Sumitomo Mitsui Banking Corporation —London
- Hybrid work
- Continuous improvement
- Travel
- Agile
- Annual leave
Regional Vice President of Sales, EMEA
NetBrain —London
- Remote
- Business development
- Travel
- Leadership
- Flexible schedule
Quick apply

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vice president of customer experience jobs near united kingdom

Service Desk Manager

ABM -
London

Apply Now

Job details

Full-time
2 days ago

Qualifications

Succession planning
Resource allocation planning
CAFM software
Stakeholder liaison
Incident queue management
IT service management
Ticket management
Internal department liaison
Complaint handling
Technical support
Performance management
Compliance management
Continuous improvement
Continuous improvement cycles oversight
Recruiting
Employee performance appraisals
Management reporting
Professional development mentoring
Customer interaction
Training & development
Planned maintenance
Rota coordination

Full job description

Description

JOB TITLE: Service Desk Manager

LOCATIONS: London SE10

SHIFT PATTERN: Monday to Friday, 9am to 5pm

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at . We're here to help!

ROLE OVERVIEW AND PURPOSE

The Service Desk Manager is responsible for leading and developing the Technical Services Service Desk, ensuring the consistent delivery of high-quality customer service, operational coordination and contract support across multiple clients and business units.

The role is accountable for creating a professional, customer-focused service operation that acts as the central point of coordination for reactive maintenance, planned maintenance, customer communications, engineer scheduling and service performance.

Working closely with Operational Managers, Account Managers and customers, the Service Desk Manager will drive service excellence, improve operational efficiency and support the continued growth of Technical Services through standardised processes, technology and people development.

Key Responsibilities

Service Delivery

Lead the day-to-day operation of the Technical Services Service Desk.

Ensure all customer contacts are managed professionally and within agreed service levels.

Maintain ownership of incident, request and work order management processes.

Ensure reactive and planned works are coordinated efficiently.

Monitor service performance against contractual KPIs and SLAs.

Manage operational escalations and major incidents.

Ensure effective communication with customers throughout the lifecycle of work orders.

Operational Leadership

Lead, coach and develop Service Desk Team Leaders and Coordinators.

Build a high-performing, customer-focused culture.

Conduct regular one-to-one meetings and performance reviews.

Identify training and development needs.

Manage recruitment, succession planning and resource planning.

Customer Experience

Act as the operational escalation point for customers.

Build positive working relationships with key stakeholders.

Monitor customer satisfaction.

Investigate complaints and implement corrective actions.

Promote a "customer first" culture across the service desk.

Performance Management

Own the Service Desk KPI dashboard including:

Call answer performance

Response times

SLA compliance

Work order completion

Customer satisfaction

Engineer utilisation

Backlog management

Aged jobs

Escalation trends

Process Improvement

Develop and maintain standard operating procedures.

Standardise service desk processes across all Technical Services contracts.

Identify opportunities for automation.

Improve CAFM workflows.

Lead continuous improvement initiatives.

Support implementation of new technology and systems.

Resource Planning

Forecast workload and staffing requirements.

Ensure appropriate shift and rota planning.

Support business mobilisation for new contracts.

Develop cross-training plans to improve operational resilience.

Contract Support

Work closely with Contract Support teams to ensure:

Purchase Orders

Quotations

WIP management

Customer reporting

Compliance documentation

Financial administration

Governance & Compliance

Ensure compliance with:

Company policies

Client contractual requirements

Health & Safety procedures

Information security requirements

Quality Management Systems

Key Relationships

Internal

Vice President of Technical Services

Divisional Directors

Contract/Account Managers

Engineering Managers

Finance

Commercial Team

Compliance Team

External

Customers

Suppliers

Subcontractors

Client Representatives

Apply Now

Refine Your Search

vice president of customer experience jobs in united kingdom

Service Desk Manager

Vice President of Sales - EMEA

HR Business Advisor - Technology - Vice President

Senior Vice President, Regional Operations

Go-to-Market Europe - Vice President

Vice President of Technology

Vice President, iGaming Revenue Operations

Divisional Vice President Business Manager

Regional Vice President, Europe (RVP, EU)

Vice President, Brand Director

Marcus by Goldman Sachs, Delivery Workforce Planning and Hiring Process Manager, Vice President, Birmingham

Assistant Vice President - Manager - Process Ownership & Business Transformation

Business Analytics Advisor - Vice President

Vice President, EMEIA Sales

Regional Vice President UKI

Vice President of Sales, EMEA

Head of Workplace Safety, EMEA - Vice President

Vice President of Channel Sales- EMEA

DEX Operations Manager - Information Technology Cross-Function Vice President

Regional Vice President of Sales, EMEA

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