Service Delivery Manager - UOD2041

Univeristy of Dundee; Dundee; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading UK university in Scotland is seeking an experienced Service Delivery Manager to lead the Operations Team for the Student Management System. This role involves managing day-to-day operations, ensuring compliance with data standards, and supporting admissions processes. The ideal candidate will have experience in team management, student management systems, and data handling, alongside a commitment to customer service. The position also offers opportunities for hands-on training and support during busy admissions periods.

Benefits

Family friendly policies

Inclusive staff networks

Full range of disability services

Qualifications

• Experience using student management systems (preferably Tribal SITS).
• Understanding of applicant journey stages.
• Experience in managing technical teams.

Responsibilities

• Develop project proposals to meet system needs.
• Lead the Operations Team to ensure delivery of objectives.
• Provide support during peak admissions periods.

Skills

Team management

Data management

Systems and process understanding

Project management

Customer service

Education

Degree level education or relevant work experience

Tools

Tribal SITS

Microsoft Office

Power BI

Job description

We are seeking an experienced and self‑motivated individual for the post of Service Delivery Manager within the Enquirer and Applicant Communications team, which is part of the Global Engagement & Future Students Directorate. The Service Delivery Manager is responsible for leading and managing the Operations Team - a team of skilled professionals who provide the day‑to‑day operational support for the Student Management System (Tribal SITS Blueprints) as it relates to the enquirer and applicant journey.

The Operations Team manages the data and communication processes that support student recruitment and admissions, from initial enquiry to matriculation. The team specialises in mapping admissions processes and overseeing the full data lifecycle, ensuring high data quality and compliance with protection and security standards.

Global Engagement & Future Students relies on strong customer service, robust data systems, and technical solutions—primarily Tribal SITS and Microsoft Office tools, including Power BI—to deliver market insight and support efficient application processing. The University has recently enhanced its use of Tribal SITS, with the Operations Team contributing significantly to these projects.

The Service Delivery Manager leads this team, overseeing priorities and workload to ensure targets are met. The role also involves hands‑on support during busy periods, with training in the student management system provided if needed.

Responsibilities

• Work with colleagues across Global Engagement & Future Students, other Directorates, and academic Schools to understand system and process needs, develop project proposals, and with senior stakeholders set priorities and delivery plans for the Operations Team.
• Plan the team's support for key projects and major admissions processes, such as Confirmation and Clearing and matriculation, while helping to embed more agile ways of working.
• Lead and manage a professional team, balancing priorities and workloads to ensure objectives and deadlines are consistently met.
• Provide support for essential admissions activity during peak periods, including occasional evening and weekend work.

Qualifications

• Educated to degree level or with relevant work experience.
• Experience of using student management systems (preferably Tribal SITS).
• An understanding of the various stages applicants move through.
• Experience of managing teams with more 'technical' roles and with responsibilities in areas such as data management, business systems, business process mapping, working with large-scale databases.
• A proven experience of managing teams of professional staff with evidence of meeting and exceeding objectives, deadlines and targets.

For further information about this position please contact Katy Scott, Director of Future Student at [e-mail].

We are one of the UK's leading universities, internationally recognised for our expertise across a range of disciplines and research breakthroughs in multiple areas, including science, medicine and engineering, amongst many others. Our purpose is to transform lives, locally and globally, which we do as a community of staff, students and alumni.

The diversity of our staff and students helps to make the University of Dundee a UK university of choice for undergraduate, postgraduate and distance learning. Family friendly policies, staff networks for BME, Disabled and LGBT staff, membership of Athena SWAN, the ECU Race Equality Charter and Stonewall as well a full range of disability services, create an enjoyable and inclusive place to work.