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IT Service Manager

Requisition ID:  20441

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  14-Jun-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 £47,000 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 a Services Manager within the recently created Service Management Team, you will manage the interface between Service Users and the rest of the IT Team and ensure that IT service delivery meets the University’s needs  

You will have significant experience of scoping and agreeing IT provision in a similarly challenging role.  You will have a proven track record of performance management and improvement in a complex stakeholder environment and demonstrable experience of effective relationship management.  Influencing and organisation skills are essential, and you must be able to work under pressure, prioritise and plan tasks, and be proactive and flexible.  Team working and collaboration along with a strong focus on customer service are essential to this role.  


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 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 or Chris Wilkinson, Head of Service Management at

Key Accountabilities

  • Build and maintain effective relationships with Service Leads and Product Owners to understand strategic and operational priorities in order to shape the strategy for future service and product development and delivery  
  • Develop, agree and implement strategies for service delivery and system development based on a deep understanding of the Service User’s needs and informed by a detailed knowledge of the external market and examples of best-in-class operations to shape future service delivery 
  • Forecast changes in the level and/or type of services required to meet the University’s needs and ensure any major disruptions and/or major amendments to the provision of services are agreed with relevant parties 
  • Negotiate realistic and cost-effective service level agreements and key performance indicators across the University 
  • Hold Technology Operations to account for service delivery in line with agreed service levels, identifying, influencing and coordinating appropriate courses of action to secure service improvement and agreeing priorities for service delivery and/or development  
  • Support project proposals (including business cases) for new services and business initiatives ensuring proposals are well informed and supported.   
  • Research and understand emergent technologies and trends within the service area, including, for example, attending conferences, communicating with external stakeholders (e.g. suppliers, individuals and other similar institutions) and ensure the University benefits from the results of this research
  • Understand the University’s policies, plans and strategies and ensure services provided align 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

  • Extensive knowledge and understanding of the services, systems and technologies used in the relevant area of responsibility 
  • Substantial, practical experience of developing and managing a clear roadmap of service improvement in a large, complex organisation 
  • 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 
  • Appreciation of appropriate regulatory and statutory compliance, including GDPR, and cyber-security