Manager, IT End User Support & Services

At Oura, our mission is to empower every person to own their inner potential. With our award-winning Oura Ring and app, we help over 2.5 million people turn insights about sleep, activity, and readiness into healthier, more balanced lives. We believe that starts from within — by creating a culture where our team feels supported, included, and inspired to do their best work. Our values guide how we show up for each other and our community every day.

For us, empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we work to promote work-life balance and ensure that our team members have what they need to do their best work — both in and out of the office.

We have an office space in London as well as in Helsinki & Oulu in Finland along with three offices on the west coast of the United States.

About the Role

Oura is hiring a Manager, IT End User Support & Services to lead and scale our global IT support operations. Based in our London office, this role manages a distributed team across Europe and the U.S. while providing support to our local London team. Regular in-office presence is expected, with flexibility for remote work when appropriate.

You’ll bring both strategic and operational leadership to evolve Oura’s IT support model. This includes delivering automation-first services, scaling AI-enabled support, and driving measurable improvements across the support lifecycle. The ideal candidate understands IAM principles and supports the broader IAM strategy by integrating provisioning and access workflows into the support experience with a focus on automation, efficiency, and security.

Travel up to 25% is required.

What You’ll Do

Build and Scale Global Support 

• Build and scale a distributed global support team across Europe and the US, with clearly defined Tier 0–3 roles and expectations
• Design and implement scalable support processes, SOPs, and knowledge documentation
• Lead the development of self-service IT capabilities (e.g., virtual agents, dynamic knowledge base) to reduce ticket volume and empower employees
• Ensure the support model aligns with automation-first and employee experience principles

Operational Excellence & Continuous Improvement

• Define and track KPIs and SLAs tied to service quality, responsiveness, and efficiency
• Conduct regular performance reviews, trend analyses, and root cause investigations
• Drive improvements in employee satisfaction, time-to-resolution, and support scalability
• Lead compliance-aligned support practices, including audits, access governance, and lifecycle reporting

ITSM Program

• Collaborate with Digital Workplace Operations to implement a scalable, automation-friendly ITSM framework
• Define and optimize workflows for intake, triage, escalation, and fulfillment
• Ensure integration of IAM workflows (e.g., onboarding, offboarding, access provisioning) into the ITSM environment

AI & Automation-First 

• Champion automation of repeatable service tasks to enable low-touch fulfillment and reduce manual effort
• Partner on the design and orchestration of self-service and AI-enabled tools using platforms like Workato, Okta Workflows, and MDM/UEM
• Improve Tier 0 and Tier 1 resolution rates via virtual agents and auto-resolution capabilities
  
  

Vendor & Partner Management

• Manage external support vendors, including Tier 1 helpdesk providers, holding them accountable for SLAs, service quality, and cost-effectiveness
• Use operational data and employee feedback to drive vendor performance improvements and renewal decisions
  
  

What You Bring

• 8+ years of experience in IT support, end-user services, or IT operations
• 5+ years of IT Support leadership experience, including managing global or distributed teams
• Proven experience defining, monitoring, and achieving Service Level Agreements (SLAs) for end-user support
• Demonstrated success scaling and maturing ITSM and support functions in a high-growth environment
• Experience with IAM workflows, SaaS platforms, endpoint management, and automation tools
• Strong analytical mindset with a track record of using data to drive decisions and continuous improvement
• Passion for delivering an excellent employee experience and enabling self-service support at scale
  
  

Benefits

At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health. We are currently in process of finalizing the initial benefit package for the UK (to go live in September). For now:

What we offer:

• Competitive salary
• An Oura Ring of your own plus employee discounts for friends & family
• Wellness time off - additional 8 paid days off a year

Note: Due to legal restrictions related to sponsor license in the UK we are currently unable to provide visa support for employees. As such we can only employ those with e.g. indefinite leave to remain in the UK, UK citizens etc.