About the Role
The Regional Operations Manager - Workplace Technology Services (WTS) plays a critical leadership role in shaping, delivering, and continually improving Workplace Technology Services globally. The role supports the Head of Workplace Technology Services in delivering strategic direction while owning the day‑to‑day operational excellence of WTS services across Americas, UK and EMEA regions.
The role acts as a key operational leader, transformation partner, and escalation authority - ensuring world‑class employee experience, service resilience, and continuous improvement at scale.
Reporting to the Head of Workplace Technology Services, the Regional Operations Manager is a senior operational leader responsible for the run, stability, and continuous improvement of all Workplace Technology Services domains, including:
1. Service Desk
2. Field Services
3. IT Asset Management
4. Print
5. End User Compute (Windows, Apple, Linux)
6. Unified Communications and collaboration services
The role is accountable for ensuring that services are delivered to agreed SLAs and Experience Level Agreements (XLAs), primarily through strategic vendor partnerships, while maintaining strong governance, performance management, and customer focus.
The Regional Operations Manager also plays a pivotal role in:
7. Leading global teams through transformation and change
8. Supporting the transition of services and teams into WTS
9. Acting as deputy to the Head of WTS, including stepping in as required for leadership continuity, major incidents, and executive engagement
Key Responsibilities
Service Operations & Customer Experience
10. Own and oversee the day‑to‑day operational delivery of all Workplace Technology Services, ensuring consistent, high‑quality outcomes globally
11. Champion a customer‑experience‑first mindset, ensuring services are usable, reliable, secure, and performant
12. Work closely with Digital Employee Experience Team and business stakeholders to understand user needs and continuously improve service experience
13. Proactively monitor service performance, risks, incidents, and trends, taking early action to prevent or resolve issues
Leadership & Stakeholder Management
14. Act as a senior escalation point for major incidents, service issues, and operational risks
15. Build and maintain strong relationships with senior business stakeholders (Director level and above)
16. Support and deputise for the Head of WTS in leadership forums, executive communications, and decision‑making
17. Lead, mentor, and develop global teams, fostering a culture of accountability, service excellence, and continuous improvement
Supplier & Commercial Management
18. Manage strategic suppliers delivering WTS services, in partnership with Procurement and Legal
19. Hold vendors accountable for performance, outcomes, and continuous improvement
20. Drive service improvements, cost optimisation, and value realisation through effective supplier governance
21. On-site leadership of service delivery and direction of on-site vendors.
Demand, Change & Transformation
22. Plan and prioritise demand across:
23. Service requests
24. Projects and enhancements
25. Incidents, problems, changes, and service improvement initiatives
26. Oversee the end‑to‑end delivery of enhancements and new services, ensuring smooth service introduction with no disruption to live operations
27. Drive automation, orchestration, and process optimisation to modernise service delivery
Governance, Standards & Compliance
28. Ensure services are delivered in line with agreed standards, methods, tools, and processes
29. Maintain compliance with IT service management and security standards, including ITIL v3/4 and ISO 27001
30. Use data and insights to drive performance improvement, behavioural change, and informed decision‑making
About You
31. Strong, credible leader with the ability to operate effectively at senior and executive level
32. Deep expertise in workplace technology services, IT service management, and service operations
33. Proven ability to lead complex, global, vendor‑led service environments
34. Highly customer‑focused, with a passion for service excellence and continual improvement
35. Confident decision‑maker, comfortable managing ambiguity and operating under pressure
36. Skilled in influencing, negotiation, and stakeholder alignment across diverse geographies
We're looking for someone that has:
37. Experience in global IT service operations within a complex organisation
38. Deep experience in:
Workplace technology and service desk operations
End‑user device hardware and software asset management
Service management platforms (e.g. ServiceNow)
39. Strong track record of delivering service transformation, automation, and operational improvement
40. Experience in supplier and vendor management
41. Solid understanding of ITSM best practices, security standards, and change management
42. Proven experience leading major incidents and politically sensitive, cross‑functional challenges
Benefits
Financial
- Performance-related bonus scheme
- Competitive pension scheme
- Life assurance
- Discounts on Dyson machines and retail discounts
- Free bus travel to and from campus (from Bristol, Bath, Chippenham, and Swindon)
Lifestyle
- 27 days’ holiday (plus bank holidays)
- Free on-site lunches, fruit, and hot drinks
- Free on-site sports centre, gym, hair salon, and lifestyle assistance (concierge)
- Electric vehicle salary sacrifice scheme
- Ability to purchase additional holiday
Health
- Private medical insurance and dental insurance
- Employee assistance programme, digital GP, on-site physio and GP, prescription service, fertility treatment support
#LI-KH1
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.