Job Summary
Role Summary
The DWP Operations Manager cum Technical Lead will be responsible for end-to-end Digital Workplace operations, ensuring service stability, SLA/KPI achievement, customer satisfaction, security compliance and continuous improvement. The role requires strong operational leadership combined with hands-on technical expertise across modern workplace technologies.
Key Responsibilities
Key Responsibilities
Operations & Service Management
- Own day-to-day DWP operations and overall service performance.
- Manage Incidents, Major Incidents, Problems, Changes and Service Requests aligned with ITIL practices.
- Drive SLA/KPI performance including CSAT, MTTR, backlog, ageing, availability and incident trends.
- Lead Major Incident calls, technical bridges and root-cause/problem management.
- Conduct daily/weekly operational reviews and customer governance.
- Ensure effective shift management, resource utilisation and operational coverage.
- Drive audit readiness, security compliance, access reviews and operational controls.
- Identify recurring issues and implement permanent corrective actions.
Technical Leadership
- Act as technical escalation point for complex DWP incidents.
- Provide hands-on troubleshooting and RCA support across:
- Windows 10/11 and endpoint technologies
- Microsoft Intune / Endpoint Manager
- Microsoft Entra ID / Active Directory
- Microsoft 365
- Microsoft Teams
- Exchange Online / Outlook
- OneDrive and SharePoint
- Autopilot and device provisioning
- SCCM/MECM and software distribution
- Endpoint security, patching and vulnerability remediation
- Printing and workplace peripheral services
- Review technical changes and ensure appropriate risk assessment, testing and rollback planning.
- Work with L2/L3, infrastructure, network, security and application teams for cross-functional troubleshooting.
Automation & Transformation
- Identify opportunities for shift-left, self-service and automation.
- Drive reduction of repetitive incidents and manual operational activities.
- Support adoption of ServiceNow automation, Virtual Agent, Microsoft Copilot/AI and proactive endpoint management, where applicable.
- Use operational data to identify problem areas, automation candidates and improvement opportunities.
People & Customer Management
- Lead technical resources and ensure clear ownership and accountability.
- Coach team members and improve technical capability through cross-skilling.
- Coordinate with customer stakeholders, OEMs and internal resolver groups.
- Provide concise management reporting on service health, risks, major incidents, RCA, capacity and improvement actions.
Skill Requirements
Required Experience
- 8–12+ years of IT/Digital Workplace experience, with significant experience managing DWP/EUC operations.
- Strong hands-on understanding of Microsoft 365, Intune, Entra ID, Windows, SCCM/MECM and endpoint management.
- Strong understanding of ITIL Incident, Problem, Change and Request Management.
- Experience managing enterprise-scale workplace operations and Major Incidents.
- Strong analytical, troubleshooting and RCA capabilities.
- Experience with ServiceNow or an equivalent ITSM platform.
- Good customer-facing, governance and stakeholder-management skills.
- Ability to work as both an Operations Manager and Technical SME, rather than only delegating technical issues.
Must Have Skill
Service Delivery Management
Good to Have Skill
Other Requirements
Preferred Skills / Certifications
- ITIL 4 Foundation or higher
- Microsoft 365 / Intune / Azure certifications
- ServiceNow exposure
- PowerShell scripting and workplace automation
- Experience with AIOps, observability and GenAI-based service-management solutions
Key Success Measures
- SLA/KPI achievement
- Reduction in P1/P2 and recurring incidents
- Improved MTTR and backlog ageing
- High CSAT
- Timely RCA and corrective-action closure
- Endpoint/security compliance
- Increased automation and shift-left
- Improved team technical capability
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