Head of IT Service Management - INTERNAL ONLY

Head of IT Service Management - INTERNAL ONLY Apply online

Job number

PRSV01104

School / Service

Professional Services

Department

Information Technology

Location

Abacus House

Contract type

Permanent

Job category

SALC / Clerical / Technical / Support

Hours

Full-time

Salary min

£62,728

Salary max

£70,579

Publication date

31-Mar-2025

Closing date

13-Apr-2025

City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution. The combined university is now one of the largest higher education destinations for London students, combining a breadth of disciplines across health, business, policy, law, creativity, communications, science and technology. Our students are at the heart of everything that we do, and we are committed to supporting them to pursue their career and personal ambitions.

Our research is engaged, at the frontier of practice and has a positive impact on the world around us.

Background

We have a compelling Strategy which places Technology and Digital Change at the heart to deliver an excellent student experience and teaching capabilities. Information Technology (IT) provides technology and digital services to the staff and students, including front-line support services, infrastructure, applications, and project delivery. The Head of IT Service Management will be reporting to the Deputy Chief Information Officer (DCIO) to provide expert leadership on Service Management across the department to establish the new Service Management Office (SMO).

Responsibilities

The role holder will be responsible for establishing and developing the Service Management Office (SMO) as well as leading the newly forming service management team. Fostering a culture of continuous improvement to ensure service management processes are fit for purpose, embedding the effective delivery of core ITIL processes across all our IT and Digital services.

The Head of IT Service Management will form an overarching Service Management roadmap aligned with the strategic objectives of Information Technology. Defining measurable standards and targets, ensuring we can identify areas of service performance requiring improvement. Including implementing Service Portfolio management across the lifecycle of the University’s digital and technology services.

The role will provide expert professional leadership and mentorship to both Service Owners and Service Managers as well as technical teams, to enable with the delivery of excellent services to our customers via efficient service management processes.

Person Specification

We are seeking an inspirational and people focused leader with service management experience (ITIL v3/4 preferable) in educational institutions or similarly sized complex organisation. The role holder will have extensive expertise to provide professional leadership to complementary delivery processes, e.g. Architecture, Information/Cybersecurity, Project Delivery, Business Analysis etc.

Excellent knowledge and understanding of service design approach, service transition and maturity modelling and analysis. Additionally, strong stakeholder management, outstanding communication, planning, and delivery skills are required. Experience of working in higher education is advantageous.

Additional Information

THIS VACANCY IS OPEN TO INTERNAL APPLICANTS ONLY.
Closing date: 13th April 2025 at 11:59pm.

City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.

City St George’s, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors.

We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background.

City St George’s operates a guaranteed interview scheme for disabled applicants.

At City St George’s, subject to agreement, relevant Professional Services roles may be undertaken in a hybrid way, involving a mixture of working on campus and at home each week.

Where a hybrid working arrangement can be accommodated, it is expected that colleagues will spend the majority (at least 60%) of their usual working time on campus each week. Specific details will be discussed and agreed with the successful candidate. A hybrid working arrangement will not detract from any comprehensive induction, that will include relevant on-site activities.

Regardless of where colleagues are working, City St George’s, University of London’s premises will be their primary and contractual place of work.

The University of business, practice and the professions.

Available documents

• PRSV01104 JD.pdf

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