IT Service Manager

Job Description

It’s an exciting time to join the Information Services department at Edinburgh Napier University, Scotland’s #1 Modern University as our IT Services Manager.Edinburgh Napier University is a forward thinking, leading, modern university. We create and support personalised learning and research opportunities for students, staff and partners that nurture talent, create knowledge and shape communities around the world.The Information Services department is one of the largest professional services within the university responsible for the provision of technology, systems and library services. We are well regarded by both colleagues and students for the wide variety of services provided and, importantly, the collegiate and professional way they are delivered. The last year has demonstrated the resilience and dedication of the IS Team, a team that is greater than the sum of its parts.You would be joining us at an exciting time when we are reshaping the leadership team and building our capabilities to underpin all aspects of University operations and provide key enablers to deliver the ambitious University strategies for Learning & Teaching, Research & Innovation and Internationalisation. To do this, we must observe sector and technology trends, listen to our users’ needs, develop core, interoperable capabilities, designed in such a way that they can be re-used in multiple contexts, and ensure that these are expertly delivered based on business priority and at best value for money.In an ever-changing technological landscape and as a progressive institution, our leadership team combines strong sector knowledge with wider industry best practise and innovation. They are trusted advisors to the University Leadership Team, demonstrating their deep understanding of our strategy and empowering their teams to contribute to its realisation. We are investing in capacity and capability for the future, giving rise to three new senior leadership opportunities. With our culture of personal growth, openness, collaboration & support, we enable staff to shape their own development and flourish in their careers.The role This is a key role in the IS Extended Leadership Team, reporting directly to the Head of Infrastructure & Operations. The IT Service Manager will lead a high functioning team responsible for the delivery of all front-line IT customer service activities, including the IT Service Desk, audio-visual & other classroom technologies and end user devices. They will build team capacity and capability for the emerging needs of the organisation, driving efficiency and service excellence as they revitalise the service delivery processes.They will partner with our 6 schools and professional services to ensure that IT services are an enabler to colleagues across the University and, crucially, enhance the student experience, promoting these via all communication channels and a refreshed service catalogue.They will model the team’s culture of openness, collaboration and continuous improvement, working with colleagues across IS, the University and with external stakeholders to define and agree Service Level Agreements and Key Performance Indicators which meet their needs. They will report on the effectiveness of the service and drive improvements through to completion. They will own the incident & problem management processes, risk and business continuity management, operating in line with the ITIL framework and industry best practice.Who we are looking forYou will have a collaborative working style with a customer-centric focus. As IT Services Manager, you will play a key role in building our service offerings to other HEIs and organisations, acting as the main operational contact for service delivery and development.You will have a proven track record of leading the delivery of enterprise-class IT services in a complex organisation to support the organisation’s strategic imperatives.And you must be able to demonstrate your expertise in continuous service improvement techniques and practices.It is essential you are an effective and clear communicator, enabling engagement with people at all levels and allowing you to positively influence (senior) stakeholders or clients. In addition you will have a proven track record of building strong working relationships with both colleagues and external partners.Your expertise will encompass the leading of high-performing service teams to a common set of goals and objectives, setting the vision and culture which is congruent with the organisation’s values and behaviours., whilst always keeping the customer the focus of everything you do.What you can expectWe have flexible working available to ensure our staff are supported to succeed in their roles whilst maintaining a good home/work-life balance. We fully understand, in the current climate, that for some colleagues, other responsibilities require a shift in working hours.Edinburgh Napier University has the lowest gender pay gap in the sector and we are committed to inclusion. We encourage applications from minority and underrepresented groups.If this opportunity sounds of interest, please visit Edinburgh Napiers job pages to view the full role profile/description.Benefits we offerIn return, we offer a great working environment where we support ambition, recognise achievement and offer an attractive benefits package. This includes a minimum of 36 days annual leave (includes bank holidays), a generous Employer contribution pension scheme (20.4%), Required skills

Collaboration

Engagement

Technology Trends

Business Continuity

Service Improvement

Keyskills :
Engagement Business Continuity