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IT Operations Manager

York St John University - Innovation & Technology Services

Situated in the heart of the historic City of York, and with roots dating back to 1841, York St John University has a long and proud tradition as a distinguished higher education provider.

Our success is founded on the quality of academic teaching and research, our thriving campus environment, our professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.

The Role

We are seeking an experienced and highly customer-focused IT Operations Manager to manage the first/second line IT support and Digital media teams, to help implement and review IT service management processes and ensure excellent customer service is delivered from the IT Support & Digital media support teams and beyond. This is an exciting opportunity to join the Universities Innovation and Technology Services (ITS) department who are the central IT provider to staff and students. You will work closely with the Library Operations Manager, School Operations Managers and other senior managers to ensure seamless end-to-end customer support across functions, and to ensure that continual improvement spans the department. Your ability to influence and get buy-in for your ideas from the rest of the senior team will be imperative, as will your ability to enthuse and get buy-in from your staff.

This is an exciting opportunity to drive real service improvement and to define and implement new processes and ways of working from the ground up. The impact you have will be crucial to continuing to drive the success of the department and to see this reflected in key customer feedback such as the National Student Survey, in which the IT service has seen ongoing improvement over the last five years.

You will also have opportunity to be hands-on with our IT Service Management toolset, and will understand how to exploit it to deliver genuine service and process improvement. You will work alongside the Service Delivery Manager to help shape the direction of our ITIL implementation and development of the service management tool.

Currently this role will be supported to work from home in line with government guidance. The University is developing new agile working practises and it is anticipated that all ITS roles will be able to maintain an appropriate level of remote working in the future.

Required skills and experience

You should have:

  • A good understanding of IT service management principles, backed by demonstrable experience, and by an ITIL qualification at Practitioner level or above.
  • Good leadership and team management experience.
  • A proven ability to change working practices and cultures and command the respect of your team.
  • Confidence to work as part of a senior management team, and to develop strong working relationships with your peers based on mutual trust and respect.
  • Experience of working with and configuring IT service management tools to drive improved service.
  • A total dedication to delivering great service to our customers.
  • A great understanding of the Higher Education sector, and the particular challenges and complexities of running IT operations in a University.

In addition to a competitive salary, YSJ employees enjoy access to a superb range of benefits including –

  • Generous annual leave entitlement (plus additional leave days during our Christmas closure period)
  • Pension scheme
  • Health cash plan
  • Training and development
  • Discounts at a range of local companies, including shops, cafes and restaurants.

As a Stonewall Top 100 Employer, York St John University is committed to equality and diversity and we actively encourage applications from underrepresented groups, particularly those from Black, Asian and Minority Ethnic backgrounds.

As part of our commitment to providing an inclusive working environment, consideration is given to all requests for job share or flexible working arrangements.

Please note that CVs are not accepted in place of the application form.

Interviews are currently taking place remotely via Microsoft Teams. Further guidance will be provided to candidates who progress to interview stage.

Closing Date - Wednesday 02 December 2020 at midnight

Provisional Interview Date - Monday 11 January 2021

Location: York
Salary: £33,797 to £39,152 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 20th November 2020
Closes: 2nd December 2020
Job Ref: 120-20
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