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Head of IT Service Management

Requisition ID:  5911

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  11-Jan-2022


Head of Service Management


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 Service Management, you will be accountable for developing the strategic framework for effective service management, working with executive stakeholders to shape the University’s IT services, ensuring the interface between a large range of Service Users and NUIT Technology Operations is managed effectively, creating an effective performance management framework for IT services and ensuring that service delivery meets the University’s strategic objectives and agreed service levels in each of the following areas: 


  • Education and Research 
  • Communication and Collaboration 
  • Desktop and Mobile Computing 
  • Admin and Business Processes


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


You will be responsible for developing the strategy, providing operational direction, setting objectives and leading the development of policy, standards and guidelines for Service Management based on Service User’s needs and informed by examples of best-in-class operations ensuring, for example:

  • Strategic and operational priorities are clearly defined and understood in order to shape the strategy for future service and product development and delivery  
  • Changes in the level and/or type of services required to meet the University’s needs are forecasted and any major disruptions and/or major amendments to the provision of services are agreed with relevant parties 
  • Realistic and cost-effective service level agreements and key performance indicators are negotiated across the University 
  • Data quality objectives are established and implemented, including the scope of measurement and the levels of reporting for IT Service Delivery
  • Data collection and performance reporting mechanisms are efficient, effective and timely
  • Technology Operations is held to account for service delivery in line with agreed service levels, and
  • Priorities for service delivery and/or development are agreed, and appropriate courses of action are taken to secure service improvement 

The Person

You will have:

  • Substantial, practical experience of developing and managing a clear roadmap of service improvement in a large, complex organisation
  • Experience of creating and implementing performance management frameworks, including a sound understanding of data quality requirements and effective and timely performance reporting
  • Demonstrable experience of building and maintaining excellent working relationships and the ability to identify opportunities to enhance capabilities that support business objectives
  • Ability to translate business needs into technical requirements
  • Experience of interpreting and using data to identify trends and areas for improvement 
  • Proven experience in service planning, development and improvement


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff 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.