IT Service Director

The University of Warwick is one of the UK’s leading research-intensive universities, recognised globally for academic excellence, innovation and collaboration. With a community of more than 40,000 students and staff, the University continues to invest in its digital capabilities to support world-class education, pioneering research and an exceptional campus experience.

The University of Warwick’s Information and Digital Group (IDG) has partnered with WEG Senior and Leadership / WEG Executive Search and Selection, formerly SearchHigher, to appoint an IT Service Director.

About the Role

The IT Service Director is a senior leadership role within IDG, responsible for shaping and delivering a high-performing, user-centred IT service experience for more than 42,000 students and staff.

You will lead the University’s customer service strategy, stakeholder engagement model and IT service delivery capability, ensuring services are reliable, accessible, resilient and aligned with strategic ambitions for education, research and growth.

You will oversee the IT service management framework and end-user support services, embedding ITIL best practice and driving a culture of service excellence, continuous improvement and value for money. This includes incident, problem, change, request and service level management, alongside improvements in digital experience, self-service, automation and AI-assisted support.

Working closely with academic, professional services and senior leadership stakeholders, you will act as a strategic interface between IT and the wider University, providing effective governance, reporting, assurance and communication around service performance, major incidents and improvement activity.

About the Ideal Candidate

We are seeking an accomplished and inspiring IT leader with significant senior experience in IT service management or IT operations within a complex organisation. You will have strong ITIL expertise and a proven track record of delivering customer-centric services at scale, including large, multi-channel support operations.

You will combine strategic thinking with a strong focus on customer experience, using data and insight to drive improvement, investment and prioritisation. You will be confident operating at senior and board level, developing compelling business cases and managing budgets to deliver organisational value.

Experience in higher education or a similarly federated environment would be advantageous, as would knowledge of digital experience platforms, automation and AI-enabled service delivery. ITIL certification and a degree or equivalent experience are essential; project or programme management qualifications are desirable.

Above all, you will be a collaborative, credible and forward-thinking leader who understands that excellent IT services are about people as much as technology.

Benefits

• 30 days’ annual leave, plus 8 statutory days and 4 Christmas shutdown days
• Competitive pension scheme
• Staff training
• Free eye care vouchers
• Discounts at Warwick Arts Centre and Warwick Sport
• 24/7 Employee Assistance Programme

How to Apply

For further information, please refer to the Job Description and Person Specification.

Applications should include a cover letter and CV in Word format, submitted via email to enquiries@searchhigher.com.

The University reserves the right to close the vacancy early if sufficient applications are received, so early application is encouraged.

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