Director of Service Delivery – Students & Education

About Us:

King's College London is on a mission to transform the student experience, and we are launching a significant transformation program that encompasses systems, processes, people, data, and policies. While we've made excellent progress with our innovative King’s Vision 2029, there's a need to expedite the operationalization of planned changes. The transformation of our services is the crucial next step to deliver a cutting-edge 21st-century student experience.

About the Role:

As the Director of Service Delivery, your primary goal is to develop and execute a Service Delivery Strategy that will revolutionise user engagement across the College. You will establish a ‘OneKings’ approach to provide a seamless service to applicants and students, aligning with the University's business needs and strategic aims.

Working closely with the Strategic Director, stakeholders, and end-users, you will define the service delivery offering, creating detailed plans for the Service Delivery function within the Students & Education Directorate. This will include establishing a Student Lifecycle Service Desk to provide guidance, support, and training to education end-users across the University.

Your role will encompass ensuring that student systems, processes, and methodologies are specified and implemented to guarantee the effective security, monitoring, control, and support of the service delivery function. You will also play a key role in establishing service relationships with internal users and internal/external service providers. A clear plan will be required for service performance across the academic cycle, FAQs, training, process information, and process management.

The overarching responsibility of this post is to build the function to provide clear direction in the articulation, adoption, and normalisation of the Service Strategy, adopting best practice Service Management (ITIL or equivalent) framework for the services delivered by the Students & Education Directorate. The postholder will also be required to put measures in place to ensure the successful management of services to meet and exceed customer expectations.

We are looking for an individual who shares our aspirations and our values, is comfortable working strategically and operationally, understands how to deliver support and services to students and other end-users, and thrives in a high-volume, complex, and fast-paced environment.

If you would like to arrange a confidential discussion about the role, please contact our recruitment partners at JSS Search at KCL@jss-publicsector.com.

JSS Search Limited has been exclusively retained for this campaign. All direct and third-party applications will be forwarded to them.

To apply:

Please send your CV in Word format not PDF; a supporting statement in Word format not PDF, limited to no more than two sides of A4, first stating your motivations to apply and then describing how you meet the role’s specific requirements given your skills and experience.

All applications must be received by midnight on the closing date.

Panel interviews will be conducted in person and are scheduled to take place on Tuesday 7^th November 2023.