Assistant Director Service Management

University of Exeter; Exeter; Hybrid; GBP 64,000 - 82,000; Full time

Job summary

An established industry player is seeking an Assistant Director of IT Service Management to lead their IT Services department. This pivotal role involves enhancing user satisfaction through effective service delivery, managing complex vendor relationships, and ensuring robust cyber security practices. The successful candidate will thrive in a hybrid working environment, balancing on-campus presence with remote flexibility. Join a dynamic team dedicated to innovation and excellence in IT services, while contributing to a vibrant academic community that values sustainability and inclusivity.

Benefits

41 days annual leave

Flexible working opportunities

Onsite gyms

Cycle to work scheme

Wellbeing and health initiatives

Sector leading parental leave policies

Beautiful campus environment

Qualifications

• Experience in managing IT services and vendor relationships.
• Strong knowledge of cyber security standards and frameworks.

Responsibilities

• Lead the Service Management department to ensure effective IT service delivery.
• Oversee IT Vendor and Contract Management functions for value assurance.

Skills

Cyber Security Methodologies

Data Centre Hosting Technology

Network Connectivity

Service Improvement Roadmaps

Leadership and Team Management

Stakeholder Engagement

Education

Higher Education Level

Professional IT Qualifications

Job description

IT Services

This full-time post is available immediately on a permanent basis and offers the opportunity for hybrid working – some time on campus and some from home. The on-campus need for this role is very important. The post holder will need to be on-site 2-3 days per week.

The Role

As the Assistant Director of IT Service Management you will lead the Service Management department, functions and staff to maintain user satisfaction and confidence in all our IT Services, through effective and efficient delivery and support of our agreed services and operating levels.

You will adopt and implement standard and consistent approaches for service operation to reduce the duration and frequency of service outages and be proactive to resolve incidents to restore normal service operation as quickly as possible to minimise the adverse impact on University operations and student experience.

You will be responsible for all our networking and communication services across our hybrid on premise and cloud environments. Working closely with the relevant architects as required. Also taking responsibility for the full Lifecyle management for our on-premise datacentres and the infrastructure contained within, your teams will also support the Universities cloud strategies and platforms as well as the Research IT hosting needs as required.

Lead and manage the University’s IT Vendor and Contract Management functions ensuring value for money, alignment to organisational need, assuring vendor performance and providing escalation in cases of dispute.

You will develop and apply best practices for negotiating vendor contracts to maximise the value of the relationship and ensure benefits are sustained over the long run. This encompasses transforming key vendors into strategic partnerships to help contribute to the future success of our Exeter community.

Working with the security team you will be responsible for our cyber security services, covering compliance, threat, risk and identity, including our roadmap, operational management and any other technology services related to securing and protecting the universities staff, students and data. You will support our NIST framework capability improvement planned for cyber security.

Your remit also covers our IT Support function, this will include but not be limited to 2nd Line support of all end user Incidents and Service Requests, device management and configuration, along with the university's comprehensive audio-visual estate, and all other associated end user support as required. You will be responsible for all IT Asset catalogue and audit processes.

This role reports into the Director of IT Services and has a number of heads of and/or managers reporting into the role.

The ideal Candidate will:

• Have educational attainment at higher education level (or demonstrable equivalent experience) and hold recognised Professional IT Qualifications to demonstrate commitment to learning
• Have experience and knowledge of modern data centre hosting technology and customer driven network connectivity experiences. Have enough technical ability and experience to sponsor changes, investments and support resolutions.
• Have good knowledge of cyber security methodologies, standards, and frameworks
• Have a proven ability and track record in devising and delivering complex changes, technologies and services on time, to scope and to budget
• Have proven ability to understand, mitigate, and manage operational risk from change
• Have relevant experience and organisational relationships in developing and deploying service improvement (technology, people and process) roadmaps that underpin services and products
• Have significant recent senior manager experience of a similar role within a complex public or private sector organisation
• Be an exceptional communicator with the ability to articulate complex ideas and a passion for great customer experiences
• Have experience of engaging with the wider external IT community on matters of service provision, infrastructure, technical architecture, and emerging technologies.
• Be an experienced people manager with a proven track record in leadership, driving outstanding performance, and motivating teams through effective coaching and inspiration.
• Have experience in the close monitoring of operating revenue and capital budgets, forecasting multiyear investment delivery plans
• Negotiating complex partnerships for everyone wins outcomes
• Be a strategic thinker with experience influencing stakeholders

Please ensure you read the Job Description and Person Specification for full details of this role.

Why our staff love working here

• Flexible working opportunities
• 41 days annual leave (including bank holidays)
• Actively inclusive organisation ensuring equality and fairness for all
• Sector leading policies around maternity, adoption and shared parental leave (up to 26 weeks full pay), paternity leave (up to 6 weeks full pay) and a Fertility Treatment Policy
• Multiple wellbeing and health initiatives for staff
• Onsite gyms on all of our campuses and a cycle to work scheme
• Sustainability and the environment being at the heart of what we do
• Beautiful campus environment when working from either Exeter or Penryn
• Inspiring research that really makes a difference to the world

Further information

For informal enquiries, please contact Nathan Burden [e-mail]

The starting salary will be from £64,918 to £81,790 on Grade H, depending on qualifications and experience.

The closing date for applications is 23:59 on 26 May 2025.