Assistant Director Service Management

This full-time post is available immediately on a permanent basis and offers the opportunity for hybrid working. The post holder will need to be on-site 2-3 days per week.

As the Assistant Director of IT Service Management, you will lead the Service Management Department, functions and staff to maintain user satisfaction and confidence in all our IT Services, through effective and efficient delivery and support of our agreed services and operating levels.

You will adopt and implement standard and consistent approaches for service operation to reduce the duration and frequency of service outages and be proactive to resolve incidents to restore normal service operation as quickly as possible to minimise the adverse impact on university operations and student experience.

You will be responsible for all our networking and communication services across our hybrid on-premise and cloud environments, working closely with the relevant architects as required. Also taking responsibility for the full Lifecyle management for our on-premise datacentres and the infrastructure contained within, your teams will also support the Universities cloud strategies and platforms as well as the Research IT hosting needs as required.

Lead & manage the University’s IT Vendor and Contract Management functions ensuring value for money, alignment to organisational need, assuring vendor performance and providing escalation in cases of dispute.

Working with the security team you will be responsible for our cyber security services, covering compliance, threat, risk and identity, including our roadmap, operational management and any other technology services related to securing and protecting the universities staff, students and data. You will support our NIST framework capability improvement planned for cyber security.

Your remit also covers our IT Support function, this will include but not be limited to 2^nd Line support of all end user Incidents and Service Requests, device management and configuration, along with the university's comprehensive audio-visual estate, and all other associated end user support as required. You will be responsible for all IT Asset catalogue and audit processes.

You will ideally have:

• Educational attainment at higher education level (or demonstrable equivalent experience) and hold recognised Professional IT Qualifications to demonstrate commitment to learning.
• Experience and knowledge of modern data centre hosting technology and customer driven network connectivity experiences. Have enough technical ability and experience to sponsor changes, investments and support resolutions.
• Good knowledge of cyber security methodologies, standards, and frameworks.
• Proven ability and track record in devising and delivering complex changes, technologies and services on time, to scope and to budget.
• Proven ability to understand, mitigate, and manage operational risk from change.
• Relevant experience and organisational relationships in developing and deploying service improvement (technology, people and process) roadmaps that underpin services and products.
• Significant recent senior manager experience of a similar role within a complex public or private sector organisation.
• Experience as an exceptional communicator with the ability to articulate complex ideas and a passion for great customer experiences.
• Experience of engaging with the wider external IT community on matters of service provision, infrastructure, technical architecture, and emerging technologies.
• People management experience with a proven track record in leadership, driving outstanding performance, and motivating teams through effective coaching and inspiration.
• Experience in the close monitoring of operating revenue and capital budgets, forecasting multiyear investment delivery plans.
• Experience negotiating complex partnerships for everyone wins outcomes.
• Experience influencing stakeholders and a strategic thinker.

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