Senior Service Delivery Manager (User Support and Engagement)

THIS JOB HAS NOW CLOSED

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) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet. London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures.

Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

Our culture

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to be members of the Race Equality Charter (REC) and Business Disability Forum, are a Disability Confident Scheme Committed and Living Wage employer and maintain our status as a Stonewall Diversity Champion.

Application process

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page.

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