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New organisational structure for IT Services

News publication date: 
Monday, 18 September 2017
Organisation chart

During the first half of 2017 IT Services undertook an organisational change programme to better position itself for future service delivery to meet the changing requirements of the University and the evolving landscape of IT over the next five to ten years.

After extensive consultation with staff, the IT Services Senior Management Team has agreed a new departmental structure guided by four principles:

  • Simplification – consolidation of teams and processes (admin and technical), reducing points of contact both internally and externally
  • Efficiency – grouping teams around platforms, making teams more resilient for improved service delivery
  • Increasing our capability – in strategic planning, resource allocation, IT architecture, and vendor management
  • Assurance – bringing together our oversight of projects and services, to ensure proper ownership of our regulations and policies

There have been changes to teams, roles and reporting lines to ensure the anticipated benefits for our customers are realised and, as such, there are new points of contact for some core services and technologies. The key changes can be summarised as:

  • A major reorganisation of the Infrastructure group, namely:
    • the Network and Data Centre Services section will expand the existing managed firewall and network services offered to departments and colleges
    • a new section, Platform Services, has been formed to consolidate teams and expertise supporting core services, including the former Network System Management Services (NSMS) and Systems and Databases Management Group (SDMG)
    • a new section for Technical Architecture and Projects to increase our expertise in technical architecture as well as clearly delineating resources for service delivery and service development where required
    • There has been be no change to the Enterprise Applications section (Nexus, HFS and Chorus/Telecoms) to avoid putting large strategic projects at risk.
  • Increased remit for the central Service Desk, now including the former NSMS help desk and some other smaller, generic applications.
  • Two new senior appointments in the Office of the Chief Information Officer:
    • A new grouping under a Director of Planning, Governance and Assurance to oversee the planning, monitoring and assurance of services and projects
    • An Enterprise IT Architect to have strategic oversight and governance of the University IT architecture.
  • The IT Learning Centre and Projects Training have been brought together within the Customer Services group.

Service managers will be in touch with their specific user communities to inform them of any new contact details and our online service catalogue ( will be updated in due course. In the meantime, if you are unclear how to contact a particular service, our central Service Desk will be able to direct your enquiry to the correct team; please contact or telephone (01865 6)12345, available 24/7.

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