Manager, IT Experience Transformation

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

The Experience Transformation Manager will be responsible for delivering transformation initiatives across the business in support of achieving an enhanced user experience. You will assess tools, processes, suppliers, and teams to identify best in class service improvement opportunities to reduce resolution times, increase self-service adoption, reduce hand-offs and identify next generation AI solutions to support our business success.

You will have direct people management responsibilities for a varied, global, team of professionals representing the IT Service Management function, and will drive a continual improvement culture and mindset.

You will own our service improvement plans within the IT Services business, delivering targeted campaigns to optimise our processes and costs and be a trusted voice of our users to drive an enhanced experience, collaborating across our wider business areas.