IT Communications and Engagement Manager

The University of Southampton is seeking a dedicated person to lead the IT Communications and Engagement, as well as the IT Administration teams. The ideal candidate should be passionate about delivering exceptional customer experiences, thrive in fast-paced environments, enjoy problem-solving, and possess excellent communication, empathy, and patience.

About the Role

This key role in the University’s IT Directorate (iSolutions) involves leading the development, implementation, and management of the IT communications strategy. The position ensures consistent, impactful, and relevant communications for staff and students while serving as the primary expert on communications, guiding strategic, departmental, and project aims.

What you’ll do

• Develop, implement, and manage an IT communications strategy aligned with departmental goals.
• Ensure consistent messaging and branding in collaboration with the University Central Communications team.
• Provide strategic direction for communications on iSolutions programmes and projects, supporting successful change.
• Oversee the design, editing, and publication of specialist communications for key initiatives and projects.
• Manage communications for critical incidents and service issues, ensuring prompt and effective information dissemination.
• Foster collaboration across teams, leading efforts to educate and support staff in developing communications consistent with the iSolutions Persona, particularly for service-impacting activities.
• Advise and coach iSolutions staff on creating consistent, appropriate communications and templates for operational activities, ensuring proper escalation when required.
• Develop and deliver an engagement strategy and roadmap to support iSolutions initiatives.
• Oversee the design and approval of internal communications and engagement activities, including staff newsletters.
• Lead the evaluation of communication effectiveness, gathering feedback from staff and students to drive continuous improvement.
• Support Communications and Engagement Advisors in analysing customer and staff feedback to identify issues and opportunities for service improvement.
• Provide regular reports to senior iSolutions leadership on the effectiveness of communications strategies.
• Lead and manage IT Communications and Engagement Advisors, contributing to reputation management within the department.
• Oversee the Directorate’s Administration staff, managing all internal administration activities.

What you’ll bring 

• Considerable experience in managing internal communications in large organisations, including during periods of organisational change.
• Proven ability to create compelling communication pieces for diverse audiences and purposes.
• Excellent stakeholder management skills, with the ability to plan, organise, and deliver communications in line with project timelines.
• Strategic thinking with the ability to develop long-term plans to meet goals.
• Ability to work independently with minimal direction and effectively manage a team to drive performance.
• Skilled in collaborating across departments to achieve specific outcomes and managing team dynamics in a matrix environment.
• Expertise in providing guidance to resolve problems and offering communications advice.
• Strong presentation, interpersonal, and persuasive skills, with the ability to build trusted relationships, including at senior levels.
• Experience working with senior leaders on sensitive communications while maintaining confidentiality.
• Capable of resolving tensions and coaching others to enhance communication skills.

The University of Southampton is a research-driven institution, home to some of the world’s leading minds, expanding our knowledge and passing it on to future generations. iSolutions is the University’s IT support service, and its 280+ staff members support the delivery of the University’s research and education activities as well as the usual business operations. We would love you to join us and help change the world for the better.

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