Service Manager (Applications) Information Services (IS) Reporting to: Head of IT Service Management Job Family and level: APM 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 Applications portfolio and creating a service management culture. You will be joining a newly established team within Information Services at a time of unprecedented transformation and will play a key role in shaping and developing 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 Many of our services are typical of any business and offer similar challenges: Managed desktops and laptops, data storage, email, printing, web content management for the internet and intranet, data and voice networking, multimedia design and production, and the major applications underpinning finance, HR/payroll, marketing, facilities management, conferencing and a range of commercial enterprises, including incubator premises for new business ventures. Other challenges are specific to higher education and to our University in particular. Nottingham has huge ambition to transform the experience it provides to students to place them at the heart of its global, digital community. This will involve fundamental change to the business processes which underpin the student journey through the institution, major organisational change across professional services teams, and the implementation of a comprehensive, integrated suite of supporting IT systems. We in Information Services will play a pivotal role in this exciting and challenging change programme known as Transform. We also run specialist systems to underpin the life cycle of each research project as it moves from grant application through to publication and dissemination. Our researchers need
information to help them target the next exciting and lucrative research opportunity. They need to be able to demonstrate the impact their research is having in the world. As our mission says, by bold innovation and excellence in all that we do, we make both knowledge and discoveries matter. This depends on getting the right information to the right people within our community. Here, the creation, sharing, analysis and dissemination of information are defining activities. It s what we exist to do. Both students and researchers are demanding, innovative users of technology and we aim to provide them an information environment in which they can be boundlessly creative and highly productive. We have campuses in Nottingham, China and Malaysia, and aim to support mobility, ease of communication and team work across this hugely diverse and geographically spread community. In response to these specific challenges, we provide particular and differentiating services. These include a Virtual Learning Environment and other innovative technologies for learning, High Performance Computing services and a large range of specialist software. Our researchers produce vast amounts of data and need tools to manage, mine and generate information from it. Many of them collaborate with industrial partners and researchers in other institutions across disciplinary and organisational boundaries. Our students have grown up with internet technologies and expect to be constantly connected using their mobile devices. A technologyrich experience is what they expect from University life. We provide equipment in teaching rooms, PC suites, language laboratories, wireless everywhere, and internet services in the halls of residence. Our global nature also means that video conferencing is particularly important. Context Following the appointment of a new CIO, Information Services has undergone a significant restructure and reinvigoration. The aim is to build an organisation which is systemically capable of being the reliable, trusted, innovative and agile IT partner that the University needs to deliver its ambitious 2020 Strategy across the UK, China and Malaysia campuses. The Service Managers are 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. Your Role The Service Manager Applications, is responsible for co-ordinating the delivery of services into the University for the systems that run the critical business operations. 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, Applications is to ensure the highest level of operational service delivery as well as continual service improvement and customer satisfaction. You will work closely with the IT Service Transition Manager 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 applications 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. University of Nottingham 2 06 January 2017
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. Principal Accountabilities: Overview: 1. Own the Applications Portfolio, responsible for building and maintaining the service delivery function in this area. Lead on the definition and implementation of the Applications Portfolio, enabling a smooth operational delivery of services in all campuses Service Management: 2. You will be responsible for the delivery of Applications Services in the University: Accountable for delivery of all live service elements in accordance with agreed SLAs and contractual requirements Build and maintain strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to SLAs Responsible for ensuring effective 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 & predict business demand to enable appropriate planning of IS capacity/ costs Monitor and control performance of services Manage escalations from stakeholders through the IS organisation 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 Applications Portfolio Work with the CIO office to review the cost of running the service Work with the Security Architect and auditors to review the security of the Applications Portfolio 3. Continue to identify and make improvements to the Global IT Service Delivery service management processes in in the delivery of the Applications Portfolio: Establish proactive processes for ensuring that the service portfolio is constantly improving, ensuring service value and excellence is highlighted University of Nottingham 3 06 January 2017
Gather and report 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. Undertake a strategic review of the support models in place for the University Applications and propose and implement structures and processes to support core University systems effectively and efficiently, driving down the cost of delivery, support and sustainability 5. Work collaboratively with: Campus IT Support to assure resource, expertise, development and availability to deliver Applications Architecture and IT Change Delivery to define the service package in user-friendly terms Solution Architects to understand how the service is configured and its dependency on technology and individuals Suppliers on whose relationship the service depends IT Change Delivery to predict and plan for the impact of changing patterns of business activity and demand on the infrastructure and operation of the service Service Transition Manager 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 CIO Office 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 Governance 6. Represent the University in external forums as necessary 7. 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 8. Develop own skills and professional capability in line with the needs of the service Management 9. Establish, lead and inspire the delivery of the Applications 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 University of Nottingham 4 06 January 2017
Provide constructive feedback and encourage reflective thinking Develop own skills and professional capability in line with the needs of the service Knowledge, Skills, Qualifications & Experience Essential Desirable Qualifications / Education Educated to degree level or equivalent experience 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 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 Strong pragmatic project management experience using proven project management methodologies Familiar with the HE context and environment University of Nottingham 5 06 January 2017