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Head of Business Support and Innovation

Requisition ID:  14801

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  15-Jan-2022


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.

Salary: Salary in the region of £56,000 per annum.


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.


The Role


Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.


As the Head of Business Support and Innovation, you will be responsible for developing strategy, providing operational direction and leading the development of policy, standards and guidelines to drive efficiency, effectiveness and innovation in IT and business processes.  This includes, for example,

  • Assisting the development of digital capability at all levels of the University in support of the Digital Campus Strategy 
  • Supporting the delivery of the University’s annual business processes, capital building programmes and any major events that require IT assistance  
  • Managing the provision of professional digital media production services across the University and with external partners to support and enhance learning, teaching and research and promote the University  
  • Understanding and managing business readiness support requirements for the successful implementation of new or changed systems and/or processes  
  • Providing appropriate training and development initiatives to enhance digital capability and improve service efficiency across the university 


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; 42 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.

Informal enquiries may be made to Clair Elliott, Director of Service Delivery, at clair.elliott@newcastle.ac.uk


Key Accountabilities

  • Initiating and developing project proposals (including business cases) for new services and business initiatives and working with key internal and external stakeholders as appropriate to ensure proposals are well informed and supported.  
  • Researching and understanding emergent technologies and trends within the service area, including, for example, attending key conferences, communicating with external stakeholders (e.g. suppliers, individuals and other similar institutions) and ensuring the University benefits from the results of this research. 
  • Ensuring effective relationships with key stakeholders are created and maintained in order to:  
    • Develop a deep understanding of current and future service and/or product development requirements  
    • Ensure Service Users’ needs are captured and translated into clear deliverables, including providing guidance on innovative and value for money options 
    • Manage the service/product life-cycle including arrangements for retirement and/or re-provision  
    • Understand Service Users’ concerns and issues and ensure these are addressed quickly and effectively, including acting as a point of escalation where necessary 
  • Developing a culture of Customer Service excellence focussed on continually meeting or exceeding the expectations of service users including ensuring the quality of service provision and maintaining appropriate levels of communication and associated documentation within the core service area. 
  • Working with and influencing key University policy and planning committees and ensuring the alignment of services provided by the core service area with the University’s strategic objectives. 
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager 


The Person

  • Proven track record in service/process improvement 
  • Experience of Project Management / work stream lead 
  • Experience of user support and effective Business Readiness requirements 
  • Significant leadership experience gained in a complex organisation, including influencing senior-level management and key stakeholders 
  • Experience in strategic planning, service development and service improvement 
  • Ability to create, communicate and sell a vision that inspires and motivates staff and aligns with IT and organisational strategies 
  • Good understanding of current and emerging technologies and how other enterprises are employing them 




Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.

We understand how important the full employment package is to our colleagues at Newcastle University and we are committed to providing a great range of benefits and discounts for all.  You can learn more about what is available here on our Benefits Website page.

Requisition ID: 14801