Customer Success Manager

University Information Services (UIS) is recruiting a Customer Success Manager (CSM) to lead the strategy of the Town Support Hub. In this role, you will oversee managed IT support for a range of departments, colleges, and organisations across the University.

As a lead for the Town Support Hub, you will direct the delivery and ensure client institutions receive a reliable, consistent and high-quality service. You will work closely with Support Hub staff, collaborate with colleagues across UIS, and draw on specialist expertise where required. The role also includes supporting the ongoing development and strategy of the service, strengthening relationships with departments, and contributing to a programme of continuous improvement. In addition, you may coordinate temporary support for institutions whose IT staff are absent due to leave or illness.

You will join the friendly and collaborative UIS team, working in a hybrid onsite/remote arrangement as part of a geographically dispersed group. The Town Support Hub supports multiple University institutions, offering a diverse and varied workload and an excellent opportunity to develop your skills and experience within the University IT environment.

This role includes:

• Taking responsibility for the design, procurement, installation, upgrading, operation, control, and maintenance of IT infrastructure components, and monitoring their performance.
• Leading and delivering medium-scale projects, ensuring a clear approach, effective facilitation, and successful completion.
• Managing individuals and teams, allocating responsibilities, offering guidance, and supporting development in line with skills and experience.
• Working with client institutions to understand requirements, evaluate options, recommend solutions, and, where appropriate, oversee implementation.
• Managing problem resolution activities, coordinating agreed fixes and preventative measures.

The ideal candidate will have:

• Demonstrable experience in IT, leadership, and team management.
• Evidence of working at a strategic level to shape and deliver department- or organisation-wide change.
• Experience sharing technical knowledge to build capability across a wider team.
• Broad technical understanding including networking, multi-platform systems, problem-solving, and user support.
• Strong relationship-building skills at all levels of an organisation.
• Clear and confident communication skills, both written and verbal.
• Strong organisational skills, with the ability to work independently and manage competing priorities.
• A proactive and enthusiastic approach.

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

To apply online for this vacancy and to view further information about the role, please click 'Apply' above.

If you are interested in this opportunity and would like to know more, please contact Steve Hoensch, Head of Infrastructure Service Development and Planning (sh342@cam.ac.uk). Informal conversations are welcome, and further information is available on request.

Please quote reference VC48162 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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