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) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. UAL also has two subsidiary companies, delivering specialist activities – UAL Short Courses Ltd, and UAL Arts Temps Ltd.

We’re made up of all types of people, coming together in London, the world’s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world.

Our culture

We have become one of the world’s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace.

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