Principal Service Manager (Standard Support)

About the role

The Principal Service Manager is key to the delivery and optimisation of IT support services to the University. 

With proven success in leading and improving IT service support, they are responsible for the provision of 1st and 2nd line support. 

This includes assistive technology support and incident management. 

Their focus is on optimising the user experience, enabling prompt responses to support requests and minimising escalations through proactive identification of improvement opportunities with associated action. 

The role holder is responsible for operational IT Service Delivery by their teams: ensuring provision of quality services managed in accordance with agreed service levels, standards and policies. 

They are responsible for the day-to-day management of teams including planning the resources and capabilities required. 

Strong working relationships with colleagues across the department is essential to enable collaborative, coherent support services. 

They are accountable for developing and meeting performance targets, identifying areas for improvement and successful implementing approved change initiatives.

This is a fixed-term position until July 2026. 

About you

The applicant will be highly competent and experienced in leading IT support services. 

They will have strong people skills able to lead and motivate staff delivering successful process improvements. 

Competent and effective engaging with customers at all levels including senior leadership.

They will be competent and proactive in planning, managing, reporting, and improving service provision focused on optimising the customer experience. 

The applicant needs to have the agility, flexibility, and ability to manage a high workload with priorities that can change at short notice. 

Strong written and verbal communication are essential. 

The incumbent must have the confidence and capability to utilise their extensive knowledge, skills, and experience plus good influencing skills to deliver the desired impact or promptly resolve an issue, reflecting on action needed to minimise the likelihood of recurrence. 

They will be firm, but fair ensuring empathy tempered with realism and pragmatism. 

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