Role: XMO Lead – Experience Management Office
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Location: London, UK (Hybrid)
Job Type: Full-time
Job Description
As XMO Lead, you will be responsible for establishing and driving the Experience Management Office across strategic programmes. You will lead the definition and implementation of Experience Level Agreements (XLAs), oversee digital experience metrics, and ensure proactive service improvement across business areas.
Key Responsibilities
* Define and deliver the XMO vision, objectives, and roadmap.
* Lead gap analysis and setup of XMO during transformation programmes.
* Establish governance structures, steering committees, and stakeholder engagement plans.
* Manage Riverbed and other network and application performance tools in conjunction with our delivery partner for real-time experience monitoring.
* Drive continuous improvement through root cause analysis and lessons learned.
* Champion experience-led service design across product teams and service towers.
* Collaborate with Partner Advisory Group (PAG) and Digital Hub to embed experience culture.
* Report on DEX scores, incident response times, and satisfaction metrics.
Qualifications
* Proven leadership in IT service management or transformation programmes.
* Experience with XLAs, VLAs, DEM tools (e.g. Riverbed), and service improvement frameworks.
* Strong stakeholder management and governance experience.
* Familiarity with ITIL4, ServiceNow, and modern workplace technologies.
* Excellent communication and strategic planning skills.
Company Description
Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:
* UK & Ireland's premier AWS, Microsoft & Oracle partner
* 3300+ strong, €350/£300m revenue business
* 10+ years as a Great Place to Work in Ireland & UK
* Best Workplace for Women in the UK & Ireland by GPTW
* Best Workplace for Wellbeing in the UK by GPTW
We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!
Additional information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.
* Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
* Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
* Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
* Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
* Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
* Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
* Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
* Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits…