Head of IT Service Operations (Temporary)
Location: Exeter (Hybrid)
Salary: £63,335 to £79,795 depending on qualifications and experience. To be paid as an hourly rate.
Job Description
The Role
Due to some unplanned absence in our Service Management function within IT Services, we have the need for a Service Management expert to join our leadership team for a temporary assignment, in the role of Head of IT Service Operations. If you have experience in leading teams across end-user device, data centre infrastructure, cyber security, and networking capabilities, then please reach out for a conversation.
Reporting to the Director of IT Services, the Head of IT Service Operations will be responsible for ensuring that the University’s IT services meet our business needs and are able to protect, support, and enhance the full breadth of services that will be delivered either on-campus, purely digitally, or in a blended model.
The successful candidate will temporarily lead the Service Management function including all staff and processes. You will work with senior IT colleagues and business leaders to ensure our services meet their needs and change as needed over the coming months.
The ideal Candidate will:
1. Lead the operational delivery of the Service Management department within the IT Services Division, ensuring the highest standard and fully compliant professional service that is completely customer-focused, service-centric, and design-led.
2. Provide leadership as a member of our IT Operating Board and support the Director of IT Services in the effective and efficient delivery and support of agreed IT services.
3. Manage the analysis of the end-to-end performance of all IT services to ensure operational and service level agreements are met and improved.
4. Manage the development of methods to ensure customer expectations, preferences, and aversions are measured and monitored.
5. Manage the governance and response for high severity incidents (P1 & P2) across the IT service supply chain.
6. Support against cyber-attacks and unauthorised access, working in a coordinated manner to anticipate risk and mitigate.
7. Support budgetary management of Service Management functions and facilitate matrix working arrangements.
8. Ensure seamless and integrated end-to-end service delivery to academic, research, and professional services staff.
9. Raise the positive profile and good reputation of the University as a representative in your engagements.
10. Be prepared to work irregular hours and be on-call as a Duty Incident Manager.
Line Management Responsibilities:
1. Act as a role model for the University Values.
2. Carry out regular performance development reviews and deal with under-performance issues.
3. Delegate responsibility for delivering results through leaders within the functions.
4. Offer praise and recognition to staff for successful performance.
5. Train, coach, and mentor staff to deliver excellent customer service.
This description summarises the main duties and accountabilities of the post, and the post-holder may be required to undertake other duties of similar level and responsibility.
Package Details
This temporary post is available immediately on a full-time basis and offers the opportunity for hybrid working.
Salary Details
The starting salary will be from £63,335 to £79,795 on Grade H, depending on qualifications and experience.
Temporary Worker Engagement
As a temporary worker, you will be engaged under the University of Exeter Temporary Worker Terms and Conditions.
Our Equality, Diversity and Inclusion Commitment
We are committed to ensuring reasonable adjustments are available for interviews and workplaces.
For informal enquiries, or to apply for this role, please submit your CV and a covering letter to Nathan Burden at n.burden@exeter.ac.uk. The closing date for applications is Sunday 26th January.
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