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Director of Customer Success

Imperial College London - Information & Communication Technologies

Location: London
Salary: Competitive starting at professional service level 6
Hours: Full Time
Contract Type: Permanent
Placed On: 27th January 2023
Closes: 23rd February 2023
Job Ref: FOG00798
 

Job summary

A customer motivated director level Information Technology (IT) service leader is required to transform the quality and effectiveness of Imperial’s customer service experience and encourage excellence across our front facing Information and Communication Technologies (ICT) services teams. 

Imperial College London is a global top 10 university with a mission to benefit society through excellence in science, engineering, medicine and business, and to enable this our ICT team have been radically transforming the legacy technology stack to adopt a customer and data-focused approach for the College. To deliver this we must ensure we have a high-performing ICT service function that is committed to principles of customer first.

In this newly created senior ICT services leadership role the Director of Customer Success will have accountability for all ICT service operations at the College, creating the conditions where ICT is trusted to provide a seamless and effective customer experience of IT services for over 25,000 customers.

Duties and responsibilities

The role includes:

  • Taking strategic ownership for all aspects of ICT services operations
  • Making ICT easier to engage with and ensure we consistently offer a high-quality IT service with a fantastic customer experience
  • Proactively engaging and collaborating with stakeholders across the College at all levels to rebuild trust and relationships.
  • Working collaboratively with colleagues from the other IT disciplines to encourage accountability, ownership and upstream thinking.
  • Create a high energy, responsive ICT service and operations function which is aligned, engaged and collaborative and consistently delights its customers.

Essential requirements

You will have:

  • Demonstrable experience of successfully creating improvement in IT service in a large, complex, consumer technology reliant organisation.
  • A collaborative and people-oriented approach - demonstrating a track record of senior-level customer stakeholder engagement.
  • Tenacity and exceptional emotional intelligence (EQ) coupled with a proven record of working with stakeholders at all levels to create pragmatic, meaningful measures for ICT customer focus and service.
  • Energy and inspiration; you will be an enthusing people leader. You will have experience of coaching and motivating, large traditional IT teams, and encouraging the adoption of a contemporary IT service culture

Further information

How to apply 

We have engaged the services of Berwick Partners for the recruitment of this post. Please apply online with Berwick Partners.

If you are unable to apply online, please email your application to response.manager@berwickpartners.co.uk 

All candidates are also requested to complete an online Equal Opportunities Monitoring Form which will be at the end of the application process.

Benefits

The salary is competitive and starts at professional service level 6.

You will get a USS pension.

The College is currently trialling a Work Location Framework until early 2023.  Hybrid working may be considered for this role and the role holder may be expected to work 60% or more of their time onsite, with 40% the minimum time spent] onsite.

The opportunity for hybrid working will be discussed at interview.

We welcome and encourage job applications from people of all backgrounds, but we particularly encourage applications from candidates who are likely to be underrepresented in Imperial’s ICT workforce. These include people from Black, Asian and Minority Ethnic backgrounds, female applicants and those with a disability.

Read more about our core values.

Should you require any further details on the role, please email Ellen Pengelly, Head of Business Operations at ICTtalent@imperial.ac.uk

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