Application closing date 15/12/2019
Faculty / School or Service IT Services
Salary £31,611 - £40,002 per annum
Package As one of Coventry's biggest employers, we offer some pretty impressive benefits including an excellent pension scheme and generous holiday allowances.
Job category/type Professional Services

Job description

Coventry University's transformation into one of the world's leading educational establishments is being matched by an ambitious IT Transformation. This Transformation will deliver technology with a global reach that supports the growing needs of students, staff and stakeholders. Process automation, distance learning, developments in digital and student care will see new IT capabilities support the contemporary needs of our staff and students. To deliver this transformation the University needs people with real passion, the ability to think innovatively and with an energy that will create change at pace and push boundaries to create better futures.

Our approach to education is leading edge and is proven with our multitude of awards and prominent position in the league tables; where we have once again retained the title of top modern university from The Guardian in its' University Guide 2019 (for the 7th year in a row!). We are an agile and dynamic establishment, where taking risks and seizing opportunities are well rewarded.

As the Service Delivery Manager you will primarily be focused on the operational delivery of IT Services into an assigned Digital Platform and subset of businesses; this ensures the alignment of reporting and management on product groups. The role holder will work closely with internal and external stake holders as well as SMSO functions to identify products and services that require service improvement to reduce incident rates and satisfy the end user access and functionality of the service or product.

RESPONSIBILITIES

To lead the adoption of service management best practice in service delivery, to instill a value driven culture with all staff, customers, partners and suppliers and to create and enhance awareness of service offerings.

Develop, implement and own Service Management & Security Operation processes and procedures which align to the ITIL framework that enable the IT Service to achieve value to its customers and drive adoption by operation teams.

To establish personal credibility by conducting regular meetings with key academic and non-academic staff, in particularly the respective Dean, Director, Heads of Department or nominees. Acts as a point of escalation for customers in respect of the delivery of services, incident and problem resolution and promoting active engagement from operational teams.

Accountable for assigned stake holders. Pro-actively reviews information in conjunction with service level agreements to identify any issues and specifies any required changes.  Implements quality standards to review past performance and plan future activities. Monitors and report on the outputs from the quality assurance and audit processes.

Plans regular meetings with clients to review infrastructure requirements, systems capacity and other technical requirements. Review service quality, service issues, satisfaction with technical services and keeping clients informed of progress of any promised actions or remedies. Ensure individual requirements are understood and an effective and efficient service then provided.

KEY SKILLS

• Educated to degree level in a relevant discipline with a professional qualification or substantial experience in related field in lieu of the above.
• Has ITIL Version 3 or 4 foundation qualification.
• Proven analytical, planning and execution skills. Takes accountability and has strong sense of ownership.
• Able to influence and negotiate at appropriate levels and where resources may not be in direct control of this role. Can resolve conflicts and problems.
• Ability to lead and manage difficult situations whilst keeping a calm atmosphere within the team
• Results oriented and a commitment to a high-quality customer service.
• Organized, self-motivated, and detail-oriented, with the ability to work autonomously and be a self-starter in a demanding environment.
• Good understanding of current and emerging technologies and how other enterprises are employing them to drive digital business support.

BENEFITS

The University offers a wide range of benefits in addition to a competitive salary. The pension scheme is excellent, and the holiday allowances are generous.  Recognising the importance of well-being, we offer childcare vouchers, discounted rates on healthcare plans and advice on healthy living. As an educational establishment we encourage, and support continued learning and provide access to resources that set Coventry University apart from most employers. In addition, Coventry University Staff, have access to a wide range of discounted products and services, including supermarket shopping, restaurants and visitor attractions.

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