Senior Service Delivery Manager (Computing, Printing & Software)

THIS JOB HAS NOW CLOSED

The opportunity

Digital & Technology at UAL is on an exciting journey, shifting from a technology-first approach, to building the design, development, and delivery of services around our users and their needs, investing in the people and processes enabled by digital and transforming the student and staff experience.

Key to this journey is the strategic technology services we provide to our students and staff, and we are looking to recruit a Senior Service Delivery Manager to lead our Computing, Software and Printing service. In the role, you will lead the provision of Endpoint related issues, and be responsible for defining, delivering and improving technical support across the university. 

You will get the opportunity to lead and line manage a Technical Lead, and Lead Analysts supporting our Apple Mac and Windows environments and drive the day-to-day performance management and staff development.

You will enhance the service we deliver through effectively defining, developing and managing KPIs, SLAs and OLAs and wider technical strategy and policy, working with key stakeholders to ensure user needs and requirements are at the heart of the services we are delivering.

You will work closely with the Head of Service Operation, the Senior Service Delivery Manager (User Support and Engagement) and the relevant technical teams to ensure the continual technical development of support and service improvement across the Computing, Software & Printing, and the User Support & Stakeholder Engagement Services.

To apply please visit the dedicated microsite here:

https://webmicrosites.hays.co.uk/web/ual/latest-jobs/-/job-details/JOB_5186021

About you

• Demonstrable experience of managing an IT service operation function across a large complex environment, including desktop support (Mac and Windows)
• Excellent communication and leadership skills, with a track record of managing teams, coaching, and mentoring team members, and creating a culture of collaboration and continuous improvement.
• Strong knowledge of service management best practice, including ITIL qualifications
• Experience of designing and implementing service improvement plans
• Experience of successfully negotiating service levels and setting expectations based on customer needs.
• Extensive senior level stakeholder management, cross-functional collaboration, and experience of working with external partners/suppliers.

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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