Senior Service Delivery Manager (User Support and Engagement)

Vacancy ID

10548

College/Service
1
 
Digital and Technology

Department/Team
1
 
Technology Services

Location
1
 
UAL – High Holborn, London UK

Grade
1
 
Grade 7

Salary
1
 
£58,193.00 – £70,291.00 per annum

Contract
 

Permanent

Hours
 

Full time – 35 hours per week

Apply by
 

19 January 2024 23:55

Job description
1
 
Senior Delivery Manager user support.docx – 59KB

Converted File Senior Delivery Manager user support.docx.pdf – 63KB


Additional document/s
1
 
Generic Candidate Information Pack Feb 2023.pdf – 1419KB

The opportunity

We are looking for a self-motivated and experienced IT Professional with extensive leadership and line management experience.

You will provide technical and operational leadership to a team of support analysts, who are delivering remote and on-site user and endpoint support across the University. You will be responsible for the line management of the team and for building strong collaborative partnership with stakeholders.

You will lead and contribute to the formulation of strategy and policy. You will work with the Head of Service Operations to ensure the continual development of support and service improvement across the Computing, Software & Printing, and the User support & Stakeholder Engagement Services.

You will represent the IT Support function across the University. You will work will the relevant technical teams to resolve issues. Ensuring that issues are viewed and resolved strategically and that interests of all college and departmental stakeholders are represented effectively.

About you

High level, proven inter-personal and communication skills and the ability to challenge and influence others, including senior stakeholders.

Proven extensive leadership and line management experience and the ability to manage, motivate and engage staff successfully to deliver professional, high quality, and customer focused service support.

Experience of Managing an IT service operation function in a large IT department across a diverse and complicated organisation.

Experience of working in an ITIL environment managing teams that deal with incidents, service requests and problems.

Proven experience of managing collaborative customer and supplier relationships.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at DigitalandTechnologystaffrecruitment@arts.ac.uk

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is made up of 6 renowned colleges and is ranked second in the world for Art and Design in the 2022 QS World University Rankings. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries. We are proud of our international student and staff community and are committed to ensuring that the University offers an inclusive and supportive environment for everyone; a university where we can be ourselves and reach our full potential.

Our culture

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We are a member of the Race Equality Charter (REC), to help us reduce barriers that negatively impacts B.A.M.E. staff. We are a Disability Confident Scheme Committed employer and a member of the Business Disability Forum, which help us to improve the lives of disabled people in the workplace. In addition, we are a Stonewall Diversity Champion and in 2022 achieved a Gold Award in the Stonewall Workplace Equality Index, helping us to ensure all LGBTQ+ people are valued at work.

Vacancy ID
 

10548

College/Service
1
 
Digital and Technology

Department/Team
1
 
Technology Services

Location
1
 
UAL – High Holborn, London UK

Grade
1
 
Grade 7

Salary
1
 
£58,193.00 – £70,291.00 per annum

Contract
 

Permanent

Hours
 

Full time – 35 hours per week

Apply by
 

19 January 2024 23:55

Job description
1
 
Senior Delivery Manager user support.docx – 59KB

Converted File Senior Delivery Manager user support.docx.pdf – 63KB


Additional document/s
1
 
Generic Candidate Information Pack Feb 2023.pdf – 1419KB

The opportunity

We are looking for a self-motivated and experienced IT Professional with extensive leadership and line management experience.

You will provide technical and operational leadership to a team of support analysts, who are delivering remote and on-site user and endpoint support across the University. You will be responsible for the line management of the team and for building strong collaborative partnership with stakeholders.

You will lead and contribute to the formulation of strategy and policy. You will work with the Head of Service Operations to ensure the continual development of support and service improvement across the Computing, Software & Printing, and the User support & Stakeholder Engagement Services.

You will represent the IT Support function across the University. You will work will the relevant technical teams to resolve issues. Ensuring that issues are viewed and resolved strategically and that interests of all college and departmental stakeholders are represented effectively.

About you

High level, proven inter-personal and communication skills and the ability to challenge and influence others, including senior stakeholders.

Proven extensive leadership and line management experience and the ability to manage, motivate and engage staff successfully to deliver professional, high quality, and customer focused service support.

Experience of Managing an IT service operation function in a large IT department across a diverse and complicated organisation.

Experience of working in an ITIL environment managing teams that deal with incidents, service requests and problems.

Proven experience of managing collaborative customer and supplier relationships.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at DigitalandTechnologystaffrecruitment@arts.ac.uk

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is made up of 6 renowned colleges and is ranked second in the world for Art and Design in the 2022 QS World University Rankings. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries. We are proud of our international student and staff community and are committed to ensuring that the University offers an inclusive and supportive environment for everyone; a university where we can be ourselves and reach our full potential.

Our culture

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We are a member of the Race Equality Charter (REC), to help us reduce barriers that negatively impacts B.A.M.E. staff. We are a Disability Confident Scheme Committed employer and a member of the Business Disability Forum, which help us to improve the lives of disabled people in the workplace. In addition, we are a Stonewall Diversity Champion and in 2022 achieved a Gold Award in the Stonewall Workplace Equality Index, helping us to ensure all LGBTQ+ people are valued at work.