Digital Experience Manager

Ideas | People | Trust
We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world.
We work with the companies that are Britain's economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them.
We'll broaden your horizons
To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, they explore and they implement the new ideas helping us to change the future of accounting, tax and business consulting. But, just as importantly, they maintain the tech that keeps us advancing. By testing and adopting the future of financial technical solutions, they find new and exciting ways to drive us forward. And you could too. In an IT role at BDO, you'll become part of a team that act as the backbone for our business. No matter who you are or what your skillset is, we'll give you the training and support you need to achieve whatever you put your mind to.
We'll help you succeed
Leading organisations trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with them and building long-lasting relationships.
You'll be someone who is both comfortable working proactively and managing your own tasks, as well as confident collaborating with others and communicating regularly with senior managers, directors, and BDO's partners to help businesses effectively. You'll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to organisations we work with.
We are currently seeking a proactive and analytical Senior IT Manager to lead our Digital Experience Team. In this role, you will be responsible for managing the strategic and operational direction of the End User Digital Experience. You will leverage Nexthink as the primary tool to monitor, analyse, and improve the IT infrastructure and end-user experience within our organization. Your responsibilities will include identifying and delivering comprehensive, detailed automations, changes, and initiatives that provide time back to the business and its stakeholders. You will proactively identify underlying issues within our environment that can be resolved using our existing tooling, improving the Digital Experience scoring (DEX) of our stakeholders. You'll also:

• Steer the strategic and operational direction of the Digital Experience Team, ensuring we stay ahead of the curve in delivering a seamless Digital Experience.
• Craft detailed Objectives and Key Results (OKRs) for the Digital Experience Team to set clear goals and track progress.
• Manage and develop your team, fostering a culture of excellence and continuous learning.
• Develop and implement comprehensive value plans to demonstrate the return on investment (ROI) of the Nexthink tool and our automation activities.
• Measure, drive and enhance the end-user experience by improving Net Promoter Scores (NPS) and sentiment scores.
• Aim to reduce the overall IT incident per user ratio within BDO, enhancing system reliability and user satisfaction.
• Oversee the management of the Nexthink platform, ensuring it is effectively deployed, configured, and maintained to monitor our IT infrastructure and end-user devices.
• Lead proactive resolutions by using Nexthink analytics to preempt potential IT issues, ensuring smooth operations and reducing downtime.
• Conduct thorough data analysis and reporting, using insights from Nexthink to identify trends and areas for improvement within our IT landscape. You will prepare detailed reports for management, contributing to problem management and change processes.
• Engage in continuous improvement initiatives, recommending and implementing enhancements to our IT infrastructure, security measures, and overall operational efficiency.
• Collaborate with stakeholders to pinpoint automation opportunities within IT processes and workflows. You will develop and execute automation strategies with tools like Nexthink and Power Automate to boost efficiency and minimize manual tasks.
• Ensure device performance is optimal by implementing and maintaining strategies for tuning and optimizing hardware, software, and network infrastructure.

You'll be someone with:

• Proven experience in a Digital Experience Management role, demonstrating your expertise in this area.
• Proven experience in people management, demonstrating your ability to lead and develop a high-performing team.
• A high level of proven experience in IT support, infrastructure management, or related fields, with a strong grasp of ITIL processes to ensure best practices in IT service management.
• In-depth knowledge and hands-on experience with user experience tooling, particularly with platforms like Nexthink and Systrack, to monitor and enhance the Digital Experience.
• A forward-thinking, driven, and focused approach to your work, always looking for ways to innovate and improve.
• Exemplary analytical and problem-solving skills, with the capability to interpret complex data and translate it into actionable insights.
• Excellent communication and collaboration skills, enabling you to work effectively with cross-functional teams and stakeholders.
• The ability to work independently and proactively, with a knack for prioritizing tasks in a fast-paced environment.
• Relevant certifications, such as Nexthink Certified Associate (NCA) or Nexthink Certified Professional (NCP), are highly desirable, as they demonstrate a deep understanding of the Nexthink platform.
• Experience with SQL, NQL (Nexthink Query Language), and scripting languages like PowerShell, which are essential for automating tasks and analyzing data.
• Knowledge of Microsoft Power Automate (formerly known as Flow), which is crucial for creating automated workflows between apps and services to synchronize files, get notifications, collect data, and more.

You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to the business. We're committed to agile working, and we offer every colleague the opportunity to work in ways that suit you, your teams, and the task at hand.
At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development.
We're in it together
Mutual support and respect is one