Service Delivery Manager - ITIL - Prince2
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Exeter IT is a key enabler for our vision of making the exceptional happen by challenging traditional thinking, and defying conventional boundaries. Our vision is to become one of the most successful universities in the world and our information and digital services are key to supporting these activities and our world class reputation across education, research and professional services combined.
We are now recruiting an Assistant Director Service Manager for our campus in Exeter
This critical role within our IT structure will support the CIDO and work closely with our Assistant Directors of Strategy & Architecture and Solutions Delivery. The role will lead on the strategic direction and operational delivery of the Service Management functions, analyse the end to end performance of all IT Services and manage and develop methods with the customers' expectations, needs and preferences in mind.
You will be strategic, have a demonstrable experience and knowledge of managing IT Services, IS methodologies, standards and architectural frameworks, and a passion and understanding for new technologies with an ability to spot new opportunities
Key accountabilities
- Lead on the strategic direction and operational delivery of the SERVICE MANAGEMENT functions, ensuring the highest standard and fully compliant professional service that is completely customer focussed, service centric and design led.
-Provide leadership as a member of the Exeter IT senior management team and support the CIDO in the effective and efficient delivery and support of agreed IT services, and provide advice and guidance to inform collective decision-making.
-Manage the analysis of the end-to-end performance of all IT services to ensure operational and service level agreements are met and improved, and ensure alignment of IT service performance with business service value.
-Manage the development of methods to ensure customer's expectations, preferences and aversions are measured and monitored, and report on the overall satisfaction and advocacy of all IT services to drive service improvement to maximise service value.
-Manage the governance for high severity incidents across the IT service supply chain to minimise disruption and focus IT managers and technical experts to concentrate on speedy resolution.
-Lead on defence against cyber-attacks and unauthorised access including identifying vulnerabilities, and attack prevention and detection, working in a coordinated manner to anticipate risk, mitigate, recovery and restore services.
-Full budgetary responsibility for the SERVICE MANAGEMENT functions and line management and career development of staff, and facilitate matrix working arrangements.
-In collaboration with the Assistant Directors of STRATEGY & ARCHITECTURE and SOLUTIONS DELIVERY pillars, ensure the seamless and integrated end-to-end service delivery to academic, research and professional services staff.
-Raise the positive profile and good reputation of the University as a representative in your engagements locally, nationally, and internationally, and lead on University wide projects and initiatives acting a Chair, Sponsor or as an active member.
-Be prepared to work irregular hours and be on-call as a Duty Incident Manager in accordance with the needs of the role.
Line management responsibilities
-Act as a role model for the University Values including acting in a way that demonstrates the University's commitment to Equality and Diversity for staff, students and partners
-Carry out regular performance development reviews and promptly deal with under-performance issues relating to staff in line with the University's procedures.
-Actively delegate responsibility for delivering results through leaders within the functions, while maintaining overall accountability.
-Offer promptly and effectively praise and due recognition to staff in relation to successful, excellent or exceptional performance in line with the University's approach to Performance Development.
-Train, coach and mentor staff to deliver excellent customer service in all aspects of their role.
Knowledge and Experience Required:
•Strong understanding of and passion for new technologies, with the ability to spot potential opportunities.
•Experience of communicating technical concepts and opportunities to a business/professional audience.
•Demonstrable experience of managing and supporting complex and hybrid IT services.
•Experience of implementing an ITSM tool in an ITIL environment.
•Experience of engaging with the wider external IT community on matters of technical architecture.
•Good knowledge of IS methodologies, standards and architectural frameworks.
•Strong understanding of the business processes that underpin the organisation focusing on the role of information provision.
•Excellent ability to manage ambiguity and undertake forward planning.
•Experience of high level of engagement to develop effective working relationships at all levels across the organisation, simplifying complex technical messages and acting as an advocate of IT both externally and internally.
•Experience of driving outstanding performance and gaining commitment through coaching, motivating, energising and inspiring team members.
•Financial management.
Exeter IT is a key enabler for our vision of making the exceptional happen by challenging traditional thinking, and defying conventional boundaries. Our vision is to become one of the most successful universities in the world and our information and digital services are key to supporting these activities and our world class reputation across education, research and professional services combined.
We are now recruiting an Assistant Director Service Manager for our campus in Exeter
This critical role within our IT structure will support the CIDO and work closely with our Assistant Directors of Strategy & Architecture and Solutions Delivery. The role will lead on the strategic direction and operational delivery of the Service Management functions, analyse the end to end performance of all IT Services and manage and develop methods with the customers' expectations, needs and preferences in mind.
You will be strategic, have a demonstrable experience and knowledge of managing IT Services, IS methodologies, standards and architectural frameworks, and a passion and understanding for new technologies with an ability to spot new opportunities
Key accountabilities
- Lead on the strategic direction and operational delivery of the SERVICE MANAGEMENT functions, ensuring the highest standard and fully compliant professional service that is completely customer focussed, service centric and design led.
-Provide leadership as a member of the Exeter IT senior management team and support the CIDO in the effective and efficient delivery and support of agreed IT services, and provide advice and guidance to inform collective decision-making.
-Manage the analysis of the end-to-end performance of all IT services to ensure operational and service level agreements are met and improved, and ensure alignment of IT service performance with business service value.
-Manage the development of methods to ensure customer's expectations, preferences and aversions are measured and monitored, and report on the overall satisfaction and advocacy of all IT services to drive service improvement to maximise service value.
-Manage the governance for high severity incidents across the IT service supply chain to minimise disruption and focus IT managers and technical experts to concentrate on speedy resolution.
-Lead on defence against cyber-attacks and unauthorised access including identifying vulnerabilities, and attack prevention and detection, working in a coordinated manner to anticipate risk, mitigate, recovery and restore services.
-Full budgetary responsibility for the SERVICE MANAGEMENT functions and line management and career development of staff, and facilitate matrix working arrangements.
-In collaboration with the Assistant Directors of STRATEGY & ARCHITECTURE and SOLUTIONS DELIVERY pillars, ensure the seamless and integrated end-to-end service delivery to academic, research and professional services staff.
-Raise the positive profile and good reputation of the University as a representative in your engagements locally, nationally, and internationally, and lead on University wide projects and initiatives acting a Chair, Sponsor or as an active member.
-Be prepared to work irregular hours and be on-call as a Duty Incident Manager in accordance with the needs of the role.
Line management responsibilities
-Act as a role model for the University Values including acting in a way that demonstrates the University's commitment to Equality and Diversity for staff, students and partners
-Carry out regular performance development reviews and promptly deal with under-performance issues relating to staff in line with the University's procedures.
-Actively delegate responsibility for delivering results through leaders within the functions, while maintaining overall accountability.
-Offer promptly and effectively praise and due recognition to staff in relation to successful, excellent or exceptional performance in line with the University's approach to Performance Development.
-Train, coach and mentor staff to deliver excellent customer service in all aspects of their role.
Knowledge and Experience Required:
•Strong understanding of and passion for new technologies, with the ability to spot potential opportunities.
•Experience of communicating technical concepts and opportunities to a business/professional audience.
•Demonstrable experience of managing and supporting complex and hybrid IT services.
•Experience of implementing an ITSM tool in an ITIL environment.
•Experience of engaging with the wider external IT community on matters of technical architecture.
•Good knowledge of IS methodologies, standards and architectural frameworks.
•Strong understanding of the business processes that underpin the organisation focusing on the role of information provision.
•Excellent ability to manage ambiguity and undertake forward planning.
•Experience of high level of engagement to develop effective working relationships at all levels across the organisation, simplifying complex technical messages and acting as an advocate of IT both externally and internally.
•Experience of driving outstanding performance and gaining commitment through coaching, motivating, energising and inspiring team members.
•Financial management.