Senior Service Manager

An exciting opportunity has arisen at the University for an experienced Senior Service Manager to join the Service Management Office within University Information Services (UIS).

UIS is responsible for the effective delivery of IT services that support the Collegiate University, including several high-profile services provided by critical business systems. As part of our dedicated team, you will be instrumental in ensuring these services are available and functioning correctly, providing essential support and guidance to our users. 

What you will be doing:

• Service Level Management: Maintain and negotiate service levels, diagnose service delivery problems, and initiate actions to improve levels of service.
• Incident and Problem Management: Handle incidents according to procedures, investigate and facilitate recovery, and analyse metrics to enhance service performance.
• Security Administration: Maintain security processes, provide guidance on access rights, and investigate security breaches.
• Customer Service Support: Manage day-to-day operations, resource planning, and work allocation to meet agreed service levels. Ensure performance tracking and monitoring through all service channels.
• Availability and Continuity Management: Advise on service availability planning, manage disaster recovery arrangements, and ensure continuity plans are tested and effective.
• Release and Deployment Management: Lead the planning and design of release packages, liaise with stakeholders on release scheduling, and conduct post-release reviews.
• Capacity and Application Support: Manage capacity forecasting activities, provide advice on service component design, and ensure proper implementation of capacity standards and procedures.
• Knowledge Management and Learning Delivery: Organize and oversee the lifecycle of knowledge assets, deliver learning activities to facilitate skill and knowledge transfer. 

What you will bring:

• Experience: Demonstrable experience in delivering services at a tactical or operational level within IT. Evidence of recent success in a similar role.
• Skills: Proficiency in service operation, transition, design, and continual service improvement (CSI). Ability to manage and prioritize tasks, communicate effectively, and proactively develop knowledge.
• Qualifications: Educated to degree level or equivalent practical experience in a relevant field. 

It would be great if you had:

• Strong planning and communication skills.
• Experience in coordinating technical change in both operational and project settings. 

Additional Requirements:

• Willingness to undertake some travel to similar sites and adhere to normal health and safety requirements. 

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

How to Apply: Please submit your CV and a cover letter outlining your suitability for the role. We look forward to welcoming you to our team and working together to support the University's mission through excellent IT services.

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/institution/Faculty/School/University.

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

Please quote reference VC42494 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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