Service Management Lead

Job description

Job Purpose

To ensure the effective daily running of the Planning, Insight and Analytics service overall. Responsible for the design and operation of key parts of the service including helpdesk management, agile task and workload management, financial management, administrative support to the leadership team, and enabling collaboration across teams both within the service and across the Data & Analytics Community of Practice.

Main Duties and Responsibilities

1. Overseeing and managing the daily operations of the service’s customer-facing helpdesk and technology solutions, including handling ad-hoc queries from staff, directing enhancement requests to the appropriate team, and dealing with support issues.
2. Leading the development, design and implementation of new service initiatives and projects, including setting service standards, policies and procedures which ensure the team works efficiently and effectively to meet and exceed baseline service excellence levels.
3. Researching, identifying, implementing and managing best practices and technologies which enable cross-team collaboration and efficient and timely project/task management across a complex and diverse workload.
4. In conjunction with other team leads, define and manage the annual schedule of work and release management processes for core analytics products, including ensuring adherence to accessibility considerations, data protection checks, provision of technical documentation and communications and engagement for new releases.
5. In partnership with the Data & Analytics Community of Practice’s core management group, facilitate and support a regular schedule of on-site and virtual events which bring the community together to share best practice and resolve issues collaboratively.
6. Day to day management of the service’s consumables budget, including budget preparation and forecasting, arranging purchases, monitoring income and expenditure, and the provision of advice and guidance on financial procedures to the management team.
7. Provide professional and wide-ranging administrative support to the Director and leadership team, including the organisation of regular team events, travel and accommodation arrangements.
8. Support line managers to provide an effective and timely local induction for all new staff to ensure their successful integration to the University and the procedures and policies of the Planning, Insight and Analytics service.
9. Maintain a strong working relationship with other relevant departments, including colleagues in the Principal’s Office, Vice Principal’s Office, Court Office, College Management Offices and in other services. This also includes liaising with third party providers/ contractors who provide additional services for the team on a regular basis.

Knowledge, Qualifications, Skills and Experience

Qualifications/Knowledge

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different roles. Or: Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).

A2 Detailed knowledge of Microsoft 365 packages including Word, Excel, Outlook, and PowerPoint, and of virtual collaboration facilities such as Zoom and Microsoft Teams.

A3 Thorough working knowledge of finance and people management policies and procedures, ideally in higher education. 

Desirable:

B1 Knowledge of service management frameworks and approaches, such as ITSM/ITIL, Lean, Six Sigma, Scaled Agile Framework.

Expiry: 19 June 2025 at 23:45

Advert information