Service Manager (Workplace Computing) Information Services (IS)

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1 Service Manager (Workplace Computing) Information Services (IS) Reporting to: Head of IT Service Management Job Family and level: APM Level 5 Contract Status: Permanent Hours of Work: Full time Location: Kings Meadow Campus You are an experienced IT professional with a track record of working in customer focussed environments and who is committed to delivering continuous service improvement. This position will play a vital, strategic role in co-ordinating the delivery of services into the University for the Workplace Computing Services portfolio and creating a service management culture. You will be joining an established team within Information Services and will play a key role in shaping the service management function across a global platform. The University The University of Nottingham (UoN) is ranked in the UK s top 10 and the world s top 75 universities by the Shanghai Jiao Tong (SJTU) and the QS World University Rankings, placing it in the top 1% of all universities worldwide. UoN has award-winning campuses in the UK, China and Malaysia and is committed to providing a truly inspiring and international education. Described by The Sunday Times University Guide 2011 as the embodiment of the modern international university the University of Nottingham is uniquely enterprising and renowned for its production of world-leading research. Information Services The Information Services (IS) department is the central IT provider for the University of Nottingham, serving a global, digital community of over 43,000 students and 8,000 staff across the University s UK, China and Malaysia campuses. Information Services plays a key role in providing world-class IT facilities to support the global University, delivering the right IT services reliably and securely. Our services range from managed desktops and laptops, data storage, , printing, web content management, data and voice networking and major applications underpinning Finance, HR/Payroll, marketing, facilities management, conferencing and a range of commercial enterprises. Information Services is led by a Chief Digital Officer, who is supported by a senior management team and approximately 260 FTE support staff, supplying global IT infrastructure, systems and services for students, staff and visitors. Context Following the appointment of a new Chief Digital Officer, Information Services is undergoing significant reinvigoration and re-alignment. The Service Managers form part of the Service Management team and are the face of Global IT Service Delivery to the customer. They also represent the customer within IS for service delivery assurance and escalation relating to the portfolio of services. The Service Managers report to the Head of IT Service Management, whose team strives to support and optimise the effectiveness of the whole of the Global IT Service Delivery team by gluing it together.

2 Purpose of this role: The Service Manager Workplace Computing Services, is responsible for co-ordinating the delivery of services into the University for the Workplace Computing Services Portfolio. The Service Manager plays a vital strategic role in establishing service development and improvement plans, creating a service management culture within IS and establishing key customer relationships, acting as the bridge between the University and our operational delivery teams. The key responsibility of the Service Manager, Workplace Computing Services is to ensure the highest level of operational service delivery as well as continual service improvement and customer satisfaction. You will work closely with IS colleagues to understand the pipeline of new services and changes to services, as well as those being retired and decommissioned. You will ensure that resources are in place to effectively support the workplace portfolio of services. You will be responsible for the maintenance, management and review of the customer's Service Agreement and for producing and reviewing periodic reporting to demonstrate our performance against SLA's to present to the customer at regular service review meetings. You will also have responsibility for implementing and managing Service Improvement initiatives and plans, ensuring service value and excellence is highlighted. As the customer's point of contact, you will be expected to act as a point of escalation and management for any service incidents and be responsible for communicating change. You will establish a customer focussed culture and create an environment in which your team and each individual is encouraged to be creative in solving problems and developing innovative ways to enhance and improve the services and drive down the cost of delivery. Main Responsibilities % time per year 1. Own the Workplace Computing Service Portfolio. Responsible for building and maintaining the service delivery function in this area. Lead on the definition and implementation of the Workplace Computing Services Portfolio enabling a smooth operational delivery of services in all campuses 20% 2. Responsible for the delivery of Workplace Computing Services in the University 40% Accountability for delivery of all live service elements in accordance with agreed SLAs and contractual requirements Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to SLAs Responsibility for ensuring effective and information management information reporting is generated where required Management of customer expectation and delivery to commitments Understand the customer s business and technical environment and thus be proficient to drive down the cost of ownership Monitor and predict business demand to enable appropriate planning of IS capacity and costs Monitor and control performance of services Manage escalations from stakeholders through the IS organisation University of Nottingham 2 08 February 2018

3 Own operational relationship between IS and the University acting as prime interface for the operational running of the service portfolio Drive customer focus, service excellence and ultimately the customers satisfaction, and set the benchmark for these for your fellow team members Contribute to focus groups and other approaches used to review the effectiveness and usability of the service Lead the resolution of problems relating to the Workplace Computing Service Portfolio Work with the CIO Office to review the cost of running the service Act as the risk manager for the service Work with the Architecture team and auditors to review the security of the Workplace Computing Service Portfolio 3. Continue to identify and make improvements to the GITSD service management processes in in the delivery of Workplace Computing Service Portfolio 20% Establishing proactive processes for ensuring that the service portfolio is constantly improving ensuring service value and excellence is highlighted Gathering and reporting detailed performance data against key indicators to generate actionable improvements to the quality of services offered Determine process gaps and implement process improvements where necessary Drive service improvement and business-as-usual projects by working with various service owners and technology teams 4. Establish, lead and inspire the delivery of the Workplace Service Portfolio. Model leadership behaviours in line with the principles and philosophy agreed by the Senior Management Team Use evidence based approaches to drive continuous improvement Foster excellent team work removing constraints and enhancing effective working across boundaries within IS and with other parts of the University Provide constructive feedback and encourage reflective thinking 10% Work collaboratively with: Work with Campus IT Support to assure resource, expertise, development and availability to deliver Workplace Computing Services. Work with IT Partnering to define the service package in user friendly terms Work with the Solution Architects to understand how the service is configured and its dependency on technology and individuals Manage relationships with suppliers on whom the service depends University of Nottingham 3 08 February 2018

4 Work with IT Partnering to predict and plan for the impact of changing patterns of business activity on the infrastructure and operation of the service Work with the IT Partnering and Business Analyst teams to understand the dependence of critical University activities on the service. Develop and implement a continuity strategy for the service accordingly Service Delivery Team on improvements to services and introduction of all service development initiatives and management of associated risks. Project and Service Delivery teams to ensure that support model and service wraps are in place when new or changed services have completed development Project Managers to assess the impact of larger projects and make recommendations with regards to impact to the Service Portfolio IS support and business functions to communicate changes to existing services and processes Customers to ensure that the service portfolio is delivering to set expectations and SLAs Partners and Suppliers to ensure that have completed testing process and that service delivery meet business requirements. 5. Represent the University in external forums as necessary 2% 6. Play a leadership role as necessary during major incidents and act as a focal point within Service Delivery for escalations and communications during such incidents. This will demand availability out of core working hours and at the weekend on a rota basis or as agreed 7. Develop own skills and professional capability in line with the needs of the service 3% 5% Knowledge, Skills, Qualifications & Experience Essential Desirable Qualifications/ Education Educated to degree level or equivalent Experience of IT service management disciplines based on ITIL or similar, ideally with the ITIL v3 Expert qualification Qualified in PRINCE2 project management Skills/ Training Significant experience and knowledge of developing services. Good working knowledge of service support models / processes and tools Good understanding of service support documentation University of Nottingham 4 08 February 2018

5 Strong knowledge of IT service management processes and methodologies e.g. ITIL Good knowledge and understanding of IS technology areas (within projects and operations) Proven ability to lead and develop staff, and create high performing teams Good ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing Exceptional ability to influence others Empathetic and with strong interpersonal skills Highly adaptable and flexible. Able to adjust quickly to new situations and changing priorities Excellent ability to lead others through complex problem solving challenges Experience Previous experience as a Service Manager in a complex IS environment Familiar with the HE context and environment Strong pragmatic project management experience using proven project management methodologies University of Nottingham 5 08 February 2018

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