Head of Technology Services & Support

BIMM British and Irish Modern Music Institute; United Kingdom; Remote; GBP 90,000 - 120,000; Full time

Benefits offered by this job

25 days holiday per year

SMART pension

Comprehensive benefits package

Job summary

BIMM University is seeking a Head of Technology Services & Support to lead technology services across its UK campuses. You will shape the support function, combine strategic leadership with operational oversight, and drive a modern, insight-led approach to classroom technology, user adoption, and emerging tech.

You will develop service strategy, manage suppliers, and champion automation and AI-enabled solutions to improve accessibility and efficiency across teaching, learning and business

Qualifications

• Significant experience leading IT support or service delivery in a multi-site environment.
• Proven ability to develop high-performing teams and a culture of quality and continuous improvement.
• Strong understanding of service management and ITIL-aligned operations.
• Track record of improving technology services through user insight and performance metrics.
• Excellent stakeholder management and ability to translate needs into solutions.
• Experience managing suppliers and outsourced services.

Responsibilities

• Lead Technology Services & Support across BIMM University, ensuring a high-quality, consistent experience across campuses.
• Provide direction, coaching and support to managers and specialist teams.
• Oversee service performance, governance, prioritisation, escalation routes and knowledge management.
• Develop and embed a support model balancing remote, regional on-site, and specialist expertise.
• Ensure teaching spaces, classroom technology, AV systems and end-user devices meet academic needs.
• Use feedback and metrics to identify challenges and shape priorities.
• Advance digital confidence and use of self-service tools, automation and AI-enabled solutions.
• Ensure documentation, training and readiness for new technologies and supplier relationships.

Skills

IT governance

Leadership

Stakeholder management

Service management

ITIL

Data-driven decisions

Communication

Vendor management

Automation

AI-enabled services

Education

Degree in IT/Computer Science

Job description

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, prioritisation, 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 organisational 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 organisational 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 organisational 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:

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 a ll 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.