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Digital Services Manager

University of Bristol - IT Support

Location: Bristol
Salary: £57,696 to £64,914 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 11th June 2024
Closes: 23rd June 2024
Job Ref: SUPP111308

The role

Within the University our IT Services department is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a dynamic and customer focused Digital Services Manager to join the team.

What will you be doing?

The successful candidate will be responsible for developing, supporting and maturing our Service Desk and End-User Support functions. You will play an active role in delivering the overall IT Service Management strategy, with a core focus on transforming our services to provide our colleagues and students with the ability to confidently exploit digital services to enhance their learning, teaching and research.

The role holder ensures the smooth and efficient operation of the Service Desk (the University’s primary point of contact for all IT-related incidents and support requests) and the overarching leadership of the End-User Support function, which together are instrumental in shaping service management capability. The role provides leadership, direction, and operational guidance in the implementation and transformation of 1st and 2nd line customer facing support functions to drive change, build maturity, influence adoption, optimise customer-centric service excellence and ensure the delivery of high-quality IT services. The role holder also manages and coordinates all Major Incidents to restore IT services and minimise adverse impact to the University.

You should apply if

You have significant experience from within a similar Service Management role within an ITIL focused support environment.  With a strategic mindset, you will be driven to align and deliver our IT Service Management strategy.  You must be customer centric with demonstrable evidence of implementing initiatives to improve customer journey and user experience. 

The role requires excellent verbal and written communication skills with the ability to build and maintain strong working relationships with stakeholders of all levels. 

Your skills and experience should also include-

  • Proficiency in IT Service Management frameworks such as ITIL, with a focus on optimising service delivery processes and implementing best practices.
  • Capability to develop and execute strategies for service improvement, aligning with organisational objectives and industry standards
  • Skills in defining and driving SLAs, KPIs, and other metrics to measure service efficiency and effectiveness, supported by strong analytical capabilities
  • Ability to lead and motivate a team, including recruitment, development, and performance management, fostering a collaborative and productive work environment
  • Experience of developing innovative solutions to resolve complex technical queries and business critical Major Incidents.
  • Strong technical knowledge across a range of IT disciplines.
  • Excellent analytical, problem-solving, and strategic-thinking abilities.
  • Strong planning and organising skills, able to balance immediate and longer-term goals and utilise knowledge of operational and business activities to prioritise demand.
  • Strong customer service ethos with the ability to define service standards and instil a customer first approach throughout operations.

Additional information

For informal queries, please contact Darrel Joyce, Head of IT Service Management, darrel.joyce@bristol.ac.uk

This advert will close at 23:59 UK time on 23/06/2024.

Our strategy and mission

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