Head of Technology Services and Support

BIMM University; Broughton; On-site; GBP 50,000 - 57,000; Full time

Benefits offered by this job

25 days holiday per year

SMART pension

Comprehensive benefits package

Job summary

BIMM University invites applications for the role of Head of Technology Services and Support in Lancashire. You will lead IT service delivery, shaping support across campuses and ensuring reliable classroom tech, AV, and devices to support teaching and operations.

The role requires significant leadership experience in IT services, strong ITIL knowledge, and a track record of improving outcomes via data-driven decisions and stakeholder collaboration.

Qualifications

• Significant experience leading IT support or service delivery functions within a complex, multi-site environment.
• Experience developing high-performing teams and fostering a culture of quality and continuous improvement.
• Strong understanding of ITIL-aligned service management and operational metrics.

Responsibilities

• Lead Technology Services & Support across BIMM University, ensuring a high-quality and consistent experience across all campuses.
• Provide direction, coaching, and support to managers and specialist teams, fostering a collaborative and accountable culture.
• Oversee the University's support operations, including service performance, governance, prioritization, escalation routes, and knowledge management.
• Develop and embed a support model balancing remote assistance, regional on-site provision, and specialist expertise.
• Ensure teaching spaces, classroom technology, AV systems, and end-user devices are reliable and responsive to academic and operational requirements.
• Use feedback, service data, and performance measures to identify challenges and shape future priorities.
• Lead initiatives that strengthen digital confidence and encourage effective use of technology across the University community.
• Champion the use of self-service tools, automation, and AI-enabled solutions to improve accessibility and efficiency.

Skills

IT service delivery

Team leadership

ITIL service management

Stakeholder management

Job description

Head of Technology Services and Support

Location: Lancashire, Lancashire, GB, PR3 5JJ

Application Deadline: 2026-12-25T07:01:36.837

Salary: £49,920 - £57,000 per annum

At BIMM University, we're more than just an educational institution — we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking, and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.

About the Role

As Head of Technology Services & Support, you will lead the delivery and evolution of technology support services across BIMM University. Working closely with colleagues across Technology, academic departments, and professional services, you will help shape how students and staff interact with technology throughout their university experience. This role combines strategic leadership with operational oversight, ensuring our support services are effective, accessible, and aligned with the needs of teaching, learning, and business operations.

You will play a key role in developing a modern, insight-led support function, bringing together service management, digital adoption, classroom technology, user engagement, and emerging technologies to create a consistent experience across the University.

What You'll Do

• Lead Technology Services & Support across BIMM University, ensuring a high-quality and consistent experience across all campuses.
• Provide direction, coaching, and support to managers and specialist teams, fostering a collaborative and accountable culture.
• Oversee the University's support operations, including service performance, governance, prioritization, escalation routes, and knowledge management.
• Develop and embed a support model that effectively balances remote assistance, regional on-site provision, and specialist expertise.
• Ensure teaching spaces, classroom technology, AV systems, and end-user devices are reliable and responsive to academic and operational requirements.
• Use feedback, service data, and performance measures to identify challenges, inform decision-making, and shape future priorities.
• Lead initiatives that strengthen digital confidence and encourage effective use of technology across the University community.
• Champion the use of self-service tools, automation, and AI-enabled solutions to improve accessibility, efficiency, and support outcomes.
• Ensure new technologies are introduced with appropriate documentation, training, communications, and operational readiness arrangements.
• Manage relationships with suppliers and external partners to maintain quality, value for money, and effective service delivery.
• Act as a senior point of escalation for significant support issues, ensuring clear communication and timely resolution.
• Contribute to technology strategy, workforce planning, investment decisions, and organizational change programmes.

What You'll Bring

• Significant experience leading IT support or service delivery functions within a complex, multi-site environment.
• Experience developing high-performing teams and fostering a culture of quality, accountability, and continuous improvement.
• A strong understanding of service management principles and experience operating within ITIL-aligned environments.
• A track record of improving technology services through the effective use of user insight, performance data, and operational metrics.
• Strong stakeholder management skills, with the ability to build trusted relationships and translate organizational needs into effective solutions.
• Experience managing suppliers, outsourced services, and commercial partnerships.
• Excellent communication and influencing skills, with the ability to engage confidently with both technical and non-technical audiences.
• Knowledge of modern technology support approaches, including automation, digital adoption tools, and AI-assisted services.
• Strong organizational skills, with the ability to balance strategic priorities and operational demands.
• The postholder will be based within a commutable distance of one of BIMM University's seven UK campuses (Brighton, London, Essex, Bristol, Birmingham, Manchester or Leeds).

Why BIMM University

We are a values-led organisation, meaning our core values underpin all that we do: Believe in Everyone, Challenge the Norm, Grow Together, Do The Right Thing, Own It. In addition to joining a committed and dedicated team, you will have access to:

• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package

We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation. We are committed to promoting the safety and welfare of our students; therefore, all successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.