Regional Senior Operations Manager - Workplace Technology Services

At Dyson we believe everything could be better. Fuelled by a frustration with things that don’t work properly and a relentless obsession with making them work better, we’ve spent the last 25 years pioneering inventions and continually improving.

We’re growing fast. And our ambition is huge. But it’s not simply about more people and more profit. Dyson is all about better ideas and new technologies. It’s about inventing the future.

Our philosophy remains the same as it was 25 years ago when James Dyson invented the first cyclonic vacuum cleaner. We remain family owned. We don’t bow to outside shareholders or report to the stock exchange. Instead, we plot our own path, unshackled from conventional thinking.

The Workplace Technology Services (WTS) team exists to:

• Deliver a world‑class employee technology experience across IT Service Desk, collaboration platforms, and end‑user computing services for Dyson’s global workforce (circa 15,500 users)

• Drive continual service and process improvement aligned to Dyson’s growth and transformation agenda

• Build strong, trusted relationships with employees and business stakeholders through transparent communication on service performance, risks, outages, and improvements

• Partner with project teams to ensure new Workplace Technology capabilities are introduced smoothly and deliver tangible business value

• Provide simple, effective, secure, and resilient technology solutions for end users

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:

• Service Desk

• Field Services

• IT Asset Management

• Print

• End User Compute (Windows, Apple, Linux)

• 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:

• Leading global teams through transformation and change

• Supporting the transition of services and teams into WTS

• 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

• Own and oversee the day‑to‑day operational delivery of all Workplace Technology Services, ensuring consistent, high‑quality outcomes globally

• Champion a customer‑experience‑first mindset, ensuring services are usable, reliable, secure, and performant

• Work closely with Digital Employee Experience Team and business stakeholders to understand user needs and continuously improve service experience

• Proactively monitor service performance, risks, incidents, and trends, taking early action to prevent or resolve issues

Leadership & Stakeholder Management

• Act as a senior escalation point for major incidents, service issues, and operational risks

• Build and maintain strong relationships with senior business stakeholders (Director level and above)

• Support and deputise for the Head of WTS in leadership forums, executive communications, and decision‑making

• Lead, mentor, and develop global teams, fostering a culture of accountability, service excellence, and continuous improvement

Supplier & Commercial Management

• Manage strategic suppliers delivering WTS services, in partnership with Procurement and Legal

• Hold vendors accountable for performance, outcomes, and continuous improvement

• Drive service improvements, cost optimisation, and value realisation through effective supplier governance

• On-site leadership of service delivery and direction of on-site vendors.

Demand, Change & Transformation

• Plan and prioritise demand across:

• Service requests

• Projects and enhancements

• Incidents, problems, changes, and service improvement initiatives

• Oversee the end‑to‑end delivery of enhancements and new services, ensuring smooth service introduction with no disruption to live operations

• Drive automation, orchestration, and process optimisation to modernise service delivery

Governance, Standards & Compliance

• Ensure services are delivered in line with agreed standards, methods, tools, and processes

• Maintain compliance with IT service management and security standards, including ITIL v3/4 and ISO 27001

• Use data and insights to drive performance improvement, behavioural change, and informed decision‑making

• Strong, credible leader with the ability to operate effectively at senior and executive level

• Deep expertise in workplace technology services, IT service management, and service operations

• Proven ability to lead complex, global, vendor‑led service environments

• Highly customer‑focused, with a passion for service excellence and continual improvement

• Confident decision‑maker, comfortable managing ambiguity and operating under pressure

• Skilled in influencing, negotiation, and stakeholder alignment across diverse geographies

We're looking for someone that has:

• Experience in global IT service operations within a complex organisation

• Deep experience in:

  • Workplace technology and service desk operations

  • End‑user device hardware and software asset management

  • Service management platforms (e.g. ServiceNow)

• Strong track record of delivering service transformation, automation, and operational improvement

• Experience in supplier and vendor management

• Solid understanding of ITSM best practices, security standards, and change management

• Proven experience leading major incidents and politically sensitive, cross‑functional challenges

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

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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.