IT Service Manager
It’s an exciting time to join the Information Services department at Edinburgh Napier University, Scotland’s #1 Modern University as our IT Services Manager.
Edinburgh Napier University is a forward thinking, leading, modern university. The Information Services department is one of the largest professional services within the university responsible for the provision of technology, systems and library services. We are well regarded by both colleagues and students for the wide variety of services provided and, importantly, the collegiate and professional way they are delivered. The last year has demonstrated the resilience and dedication of the IS Team, a team that is greater than the sum of its parts.
You would be joining us at an exciting time when we are reshaping the leadership team and building our capabilities to underpin all aspects of University operations and provide key enablers to deliver the ambitious University strategies for Learning & Teaching, Research & Innovation and Internationalisation. To do this, we must observe sector and technology trends, listen to our users’ needs, develop core, interoperable capabilities, designed in such a way that they can be re-used in multiple contexts, and ensure that these are expertly delivered.
This is a key role in the IS Extended Leadership Team, reporting directly to the Head of Infrastructure & Operations. The IT Service Manager will lead a high functioning team responsible for the delivery of all front-line IT customer service activities, including the IT Service Desk, audio-visual & other classroom technologies and end user devices. They will build team capacity and capability for the emerging needs of the organisation, driving efficiency and service excellence as they revitalise the service delivery processes.
They will partner with our 6 schools and professional services to ensure that IT services are an enabler to colleagues across the University and, crucially, enhance the student experience, promoting these via all communication channels and a refreshed service catalogue.
They will model the team’s culture of openness, collaboration and continuous improvement, working with colleagues across IS, the University and with external stakeholders to define and agree Service Level Agreements and Key Performance Indicators which meet their needs. They will own the incident & problem management processes, risk and business continuity management, operating in line with the ITIL framework and industry best practice.
Who we are looking for
You will have a collaborative working style with a customer–centric focus. As IT Services Manager, you will play a key role in building our service offerings to other HEIs and organisations, acting as the main operational contact for service delivery and development.
You will have a proven track record of leading the delivery of enterprise-class IT services in a complex organisation to support the organisation’s strategic imperatives, and you must be able to demonstrate your expertise in continuous service improvement techniques and practices.
It is essential you are an effective and clear communicator, with a proven track record of building strong working relationships with both colleagues and external partners.
Benefits we offer can be viewed here.
To apply – please send a CV with a covering letter to K.email@example.com
Interviews: 1st stage Friday 14th May 2021 via webex