The University of Manchester
The University of Manchester is a truly global institution with a reputation for education and innovation that resonates across the world, offering a wide range of courses and boasting outstanding facilities in the centre of Manchester.
About IT Services
IT Services at the University of Manchester is a vibrant and fast-moving department, focusing on delivering excellent customer service and quality services for our staff, students and researchers.
Find out more about our organisation and values:
· IT Services: About us and ITS Practice Charter
· Benefits of working at The University of Manchester
The Team
Product and Service Management (PASM) are the front door to IT Services, providing management and operational capability for the products and services offered to our customers. Our vibrant team collaborate closely with all parts of IT Services and develop outstanding relationships with key stakeholders throughout the University to ensure our services are consistently meeting and adapting to the changing needs of the University.
The University of Manchester is large and steeped in history and heritage, as such our IT landscape is broad and complex. From cultural institutions such as Jodrell Bank, to state-of-the-art teaching and research facilities such as the new Engineering Buildings and the National Graphene Institute, the scope of the products and services we manage are wide-ranging.
The Role
As part of the Product and Service Delivery team you will be responsible for managing a portfolio of the IT services themselves. You will have a key role in assuring availability and capacity of services underpinning critical University activities, working collaboratively with IT Service Operations and Engineering teams, and building effective relationships with key stakeholders across the wider University.
You will be responsible for establishing agreed service level agreements (SLAs) and operational level agreements (OLAs), and tracking service performance against KPIs, establishing robust reporting and feedback mechanisms collaboratively with stakeholders. Where issues are identified you will take a pro-active lead in bringing services back to agreed standards; owning and tracking problems to resolution and managing major incidents.
You will rigorously champion continuous service improvement practices, working with Product Managers to align service plans to Product Roadmaps and facilitate the delivery of service improvements.
The Person
We are seeking a people-focussed service manager to deliver outstanding service management across a portfolio of services. As someone who understands the principles of service management, ideally with experience of working within an ITIL / ITSM framework you will be a true professional in your field and bring a wealth of experience in the best practices of service management.
Understanding complex organisational structures such as those found in Higher Education you will be able to navigate hierarchies to identify contacts and develop relationships with key stakeholders in your service areas.
You will need to be an enthusiastic, collaborative, and communicative team player joining an ambitious team looking to promote and further establish Product and Service management practices within IT Services.
As an equal opportunities employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.
Our University is positive about flexible working – you can find out more here
IT Services are currently part of a University-wide pilot of Hybrid working, for more information you may wish to contact the recruiting manager.
As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.
Our University is positive about flexible working – you can find out more here
Blended working arrangements may be considered
Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.
Enquiries about the vacancy, shortlisting and interviews:
Name: Matthew Coupe
Email: matthew.coupe@manchester.ac.uk
General enquiries:
Email: People.Recruitment@manchester.ac.uk
Technical support:
https://jobseekersupport.jobtrain.co.uk/support/home
This vacancy will close for applications at midnight on the closing date.
Please see the link below for the Further Particulars document which contains the person specification criteria.
