Head of Business Systems Support

Reporting to the Director of Customer Services, the post holder is an experienced and recognised authority in IT service management and support. They are responsible for managing a wide portfolio of critical IT services including the main University-wide systems underpinning research and administration. They also lead or advise on development of department-wide process and best practice in IT service management.

The post holder sets the direction and standards for systems and support delivery through a series of support centres operated within our partner service departments for HR, Finance, Student Records and Development / Alumni Relations. The post holder is responsible for operational management of the business systems support team who develop, deliver and support key University research systems and shared business services such as business intelligence. The post holder acts as the team leader, setting clear task objectives, developing productive working relations and line managing the other members of the team. The post holder contributes to their development through induction, appraisal and coaching.

The post holder also leads on financial management within the Customer Services group, where they are responsible for budget setting, forecasting and reporting for each group function at relevant points in the financial year.

Essential selection criteria

  • Knowledge, intellectual capacity, reasoning and analytical skills equivalent to those of a graduate
  • Extensive experience of managing business IT systems and support services, underpinned by a thorough knowledge of ITIL and its appropriate implementation
  • Proven ability to lead support teams, including motivating, directing and developing staff working in IT support roles
  • Experience of managing change, especially the support and business impact of system upgrades
  • Good problem-solving, prioritisation and decision-making skills
  • Proven organisational skills, self-motivation, and ability to work on own initiative
  • Excellent interpersonal and communication skills including the ability to work effectively with technical and academic staff at all levels in the University
  • Experience of financial management including budget setting and reviewing actual income / spend
  • Demonstrable ability and experience of managing key supplier relationships
  • The skills and experience to quickly become an effective member of the team

Desirable selection criteria

  • ITILv3 Foundation qualification
  • Experience of delivering IT services in a higher education setting
  • Demonstrable track record of identifying and adopting best practice in ITSM
  • Experience of working in a distributed IT organisation where services and support are delivered by many teams under varied governance and management arrangements
  • Project management experience