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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. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries.
The University is made up of 6 renowned Colleges: Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. UAL is ranked second in the world for Art and Design in the 2022 QS World University Rankings.
Our culture
UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.
Candidates are advised to submit applications early.
