Manager of IT End User Support & Services, Oura
More information about location
5 days a week in office (Monument, London)
Health monitoring smart ring
Be an early applicant
Health monitoring smart ring
501-1000 employees
Be an early applicant
More information about location
5 days a week in office (Monument, London)
501-1000 employees
Company mission
Oura's mission is to make health a daily practice.
Role
Who you are
- 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
- 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
What the job involves
- Oura is hiring a Manager, IT End User Support & Services to lead and scale our global IT support operations
- Based in our newly opened London office (close to the Monument Underground Station), this role manages a distributed team across Europe and the United States and requires in-office presence 5 days per week, 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
- 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
- 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
- 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
- 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
- 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
Salary benchmarks
Our take
As smart watches with health and wellbeing monitoring functions are now an everyday norm, Oura is offering similar wearable technology with its series of rings. It’s one of a number of companies gaining serious traction in the market, along with the likes of Circular and Movano.
The company gained an early profile after its collaboration with Gucci which created mainstream publicity and may have given it a leg up on the competition. With the smart ring market forecast to keep growing, Oura certainly finds itself in a promising position as it moves to build out its operations and refine the product.
The bottom line for Oura will be customer satisfaction and demand, which does make its mixed reviews so far a little troubling. That said, the announcement of its new "Circles" social feature, on top of an integration with InsideTracker and acquisition of "wave to pay" company Proxy, all look set to increase the functionality of the ring and could well win more consumers over.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Dec 2024
$125m
SERIES D
Nov 2024
$75m
SERIES D
Total funding: $354.5m
Company benefits
- Beautiful workspaces in San Francisco by Pier 31, Oulu and Helsinki (Finland)
- Amazing culture of collaborative and passionate coworkers
- Wellness benefits
- An Oura Ring of your own
- Personal learning & development budget of 750 USD/EUR
- Unlimited course offerings from Coursera
- Five (5) total days of work time to devote to employee development training
Company HQ
Linnanmaa, Oulu
Leadership
Tom Hale
(CEO, Not Founder)Seasoned senior board member and advisor at multiple high growth companies including Cars.com, Volara, and HomeAway.
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