IT Service Delivery manager – IT Services – 58789 – Grade 8
Location: University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £41,526 to £49,553, with potential progression once in post to £55,750
Closing date – 8th June 2021
Internal applications only
This is an important role within IT Services working closely with Deputy Head of End User Services to ensure the delivery and support of systems and services that provide an exceptional end user IT experience across the University.
- The post-holder will be responsible for leading a team that will develop and maintain a number of critical systems within End User Services and will have direct line management responsibility for a number of IT Systems Specialists.
- The post holder will establish standard procedures to ensure that IT services are delivered in an efficient, effective and consistent way, taking responsibility as a Service Owner/Supplier Relationship Manager for specific technologies/services as may be required.
- Working closely with colleagues the post-holder will review existing services, consolidate the existing IT estate and propose and implement agreed improvements/new services to provide more efficient and effective IT services which in turn will deliver an enhanced user support experience.
Ensure the development and provision of high quality services end user services (EUS)
Take ownership of a portfolio of cross university business critical IT services that deliver the end user experience to staff and students; including (but not exclusive to) desktop provision, device management, application provision, file, security. These services may be delivered internally or via external service partners.
Line management of a number of IT System Specialists within EUS, continually reviewing team/individual capabilities ensuring staff receive appropriate training to undertake their duties, are motivated and challenged to reach their maximum potential.
The role will define how the team supports all phases of the service lifecycle and will ensure all IT staff follow ITIL and University developed best practices for Service Design, Delivery and Support.
The role will be required to effectively manage the team workload through effective resource planning and production of accurate timelines for work, updating the in situ Demand Management system as required.
Report to the Server Services Manager on the overall status of systems and services within EUS, seeking guidance on important or new issues that affect the design and delivery of IT services in a significant way.
Innovation and Strategy
The role will drive forward a proactive, innovative approach to IT services and systems used within EUS, keeping abreast of new technologies and opportunities and advising the Head of End User Services on their suitability and benefits.
With existing systems the role will strive to remove existing duplication, simplifying and consolidating our processes and services; with new systems the role will look to embrace cloud technologies as a preference where appropriate.
Lead on University/Section Projects
Act as the initial point of contact for proposed projects, understanding business requirements and scoping and designing solutions. The post-holder will create business cases to be reviewed as part of the IT Services governance process and when projects are authorised will prioritise in conjunction with the Server Services Manager and Deputy Head of End User Services, setting realistic expectations on what and when solutions can be delivered.
Develop and use their extensive technical understanding to deliver projects and provide guidance to other team members to ensure solutions are aligned to strategic goals or deliver agreed short/medium term tactical benefits.
The role will ensure that end user experience is at the forefront of delivered services, systems will be functional but must be easy to access, easy to use, be available when needed and well supported.
Continuous Service Improvement
Develop and maintain senior stakeholder relationships and communicate IT service performance.
Undertake regular Service Performance Reviews and develop plans for service improvements and service standardization with reference to University and IT Services strategic objectives.
Embed an ethos of Continuous Service Improvement within the local team.
Service management – Release, change and problem processes
The post-holder will work closely with colleagues within Service Management and other teams within IT Services to release new services to staff and students within the University ensuring that all support requirements are understood and addressed prior to the official release of any new service
Attend and contribute to the Change Advisory Board (CAB), presenting changes and reviewing the impact of proposed changes from other areas.
Attend and contribute to Problem Review Board (PRB) and Problem meetings, agreeing actions to be undertaken and setting priorities as appropriate.
To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.
- A broad and deep technical background in IT, covering Windows client/server, business continuity and Information security, including specific experience in a number of the following areas:
– Microsoft 365 – Microsoft Exchange – Microsoft System Centre Configuration Manager
– Citrix – Microsoft Azure – Microsoft Remote Desktop Services
– Active Directory/GP – File and Print Services – Enterprise Mobility Management
– Windows 10 – Windows Server – VMware / Virtualisation
- A detailed and demonstrable understanding of ITIL Service Management/Service Delivery best practices, processes and procedures is a necessity.
- Knowledge of Higher Education in general and its environment.
- A strong customer service orientation, clearly identifying user requirements and demonstrating the ability to negotiate, influence and resolve conflict with both internal and external customers where appropriate.
- Excellent communication skills, both written and verbal with both internal and external users demonstrating ability to
o Communicate confidently at senior levels within the organisation.
o Express ideas coherently through a variety of media to large audiences.
o Motivate staff and provide clear direction with respect to requirements and expectations.
- The ability to contribute to strategic development and proactively identify areas for improvement.
- The ability to effectively plan, prioritise and schedule workloads in the face of conflicting demands.
- Formal education to degree level or equivalent relevant significant experience.
- ITIL qualifications would be highly desirable and a computing related certification e.g. MCP/MCSE or other industry recognised IT qualifications would be advantageous.
- A significant amount of experience in a large scale, complex computing environment, including day to day technical team leadership or service delivery management expertise in a technical environment.
- Demonstrable experience in managing a multidisciplinary IT technical team and/or leading activity within teams to ensure the successful delivery of small and medium scale IT projects.
- Experience or exposure to project management methodologies (such as PRINCE or APM) would be advantageous.
- Experience or exposure of continuous service/process improvement approaches (such as LEAN) would be advantageous
The role will be focused on the delivery of technical IT services across the whole University that are used by all users across the campus which encompasses administrative, teaching and research staff, as well as undergraduate and postgraduate students. In total the number of users is > 40,000.
The services provided and supported will be used across all University sites, including remote/satellite sites as well as being accessed remotely. The role itself will be based on the main University campus but may on occasion will be expected to travel to other sites as required.
The role may on occasion play an important role in providing accurate financial forecasts with respect to the scoping of new initiatives in terms of both capital and operational expenditure as appropriate and may take charge of expenditure for the implementation of service improvements.
The role will have directly management responsibility for several IT System Specialists. The role may also lead project teams comprising IT staff from across the University. The post holder will be expected to use their skills to gain commitment, inspire, motivate and develop staff to reach their potential and contribute to the achievement of the Universities objectives.
Planning and Organising
Allocation of Work
The post holder will be required to be proactive in identifying and exploiting opportunity for new services and service improvements by reviewing the existing portfolio of services and the demand from the University. Work will also be allocated via Senior Management/Project Office within IT Services with the agreement of the Head of End User Services. On occasion work will come from the IT Service Desk in the form of escalated/major incidents, problems, enhancements, change/release requests.
The extent of planning will depend on the work in question.
- Work originating from the Service Desk may be unplanned and the post holder will need to prioritize as appropriate.
- Short term improvement projects may typically require planning of up to a month in advance.
- Medium/Long term improvement projects may require planning ranging from 1 – 12 months.
The role will be required to provide accurate updates for team resource planning to predict workload, and will make the best use of available resource to avoid over commitment, negotiating resources across IT Services teams as may be required.
Projects undertaken should be directly aligned to IT Services objectives which in turn should find their foundation in the University Strategic Framework. Any IT projects should refer to the IT Services Strategy which supports the University Strategic Framework and defines the vision and overall direction of travel for the deployment and exploitation of IT capabilities across the University.
Problem Solving and Decision Making
Without reference to others
Must be able to analyse the complex operational IT requirements of the University’s users and will determine and implement agreed solutions in line with IT Services and University strategic objectives; this may involve a complete review of existing services and support processes. The post holder will have the responsibility for deciding which systems, services enhancements and process improvements will deliver the greatest benefit in terms of a more efficient service, an improved end user experience and/or more cost effective service.
After consulting others
Where the post holder decides that the implementation of a new service or service improvement may span multiple teams or require significant investment they will liaise with IT Services technical staff and other sections within IT Services to determine how this can be implemented effectively within the overall IT infrastructure and so that all stakeholder team’s needs are considered; the outcome may subsequently be discussed with the Head of End User Services.
The post-holder may need to make decisions to approve or deny exceptions to agreed policies in line with agreed exception processes and in consultation with senior IT Services staff, e.g. Head of IT Security, College IT Managers
Referred to someone else
A reported issue may require initial investigation and can be owned or delegated by the post holder. Where the cause of an issue may be the underlying infrastructure the investigation would be passed to the IT Services staff responsible for the service in question, however the post holder may co-ordinate activity across teams and own any issue to ensure successful resolution.
Internal and External Relationships
Server Services Manager
As the line manager, the Server Services manager will delegate work to the post holder and agree the priorities where conflict arises and advice is required. Strategic direction and provision of services and support will be discussed regularly as part of scheduled 1-2-1 processes which will happen on a monthly basis at minimum, the post holder will contribute significantly to the development of service improvement plans and provide appropriate recommendations.
IT System Specialist
The post holder will be pro-active and regularly lead discussions on improvement of existing systems and new developments, ensuring any proposed changes/releases are implemented in a controlled manner with little/no impact on end user services. The role will ensure that best practice derived from experience of individual members is shared and discussed with an aim of continual service improvement; meeting with reporting managers on at least a bi- weekly basis.
The post holder will cultivate a strong partnership with key staff within Core Infrastructure to aid the smooth development and delivery of existing and new services. There is no set schedule or structure to these discussions.
College IT Managers / Professional Services Senior IT Manager / Application Services Support
The post holder must develop strong relationships and good communication channels with senior IT leads across the University including College IT Managers, Professional Services equivalent and key support staff within Application Services. The role needs to understand the needs of each area and the users they support and ensure that the services provided take into consideration the needs of each area. There is no set schedule for meetings/communications.
The post holder should work to establish relationships with representation of the key user groups to whom IT Services provide support services, namely staff and students. There is no set schedule or structure to these discussions.
The role will be required to liaise with suppliers on the procurement, implementation and support of available technologies to meet business requirements and to develop two-way, mutually beneficial relationships to deliver greater levels of innovation and competitive advantage than could be achieved by operating independently.
Informal enquires to Ian Marsden – firstname.lastname@example.org
Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.