Head of Service Management Office

Grade 9

The Head of SMO will have responsibility for leading the SMO, setting the agenda for service management (SM) across all IT Services’ groups by developing strategy and policy related to SM, raising awareness of SM and applicable frameworks, making sure that we have consistent, effective, joined-up and value-led processes, managing service assurance and working with the wider IT community within Oxford (departments and colleges) to develop a SM culture that promotes collaboration and co-operation in service delivery and improvement across the collegiate University.

This is a senior role in the Office of the CIO and requires collaboration with leaders and others across the collegiate University to deliver effectively on these areas.

Essential selection criteria

  • A high level of general education to degree level or equivalent
  • Advanced SM practitioner with significant experience in service management and service delivery
  • Proven experience of (or making a significant contribution to) development of strategy, policies and processes – especially those relating to management of services, such as incident, problem, request, change.
  • Excellent communication skills, with the ability to interact with staff at all levels of the collegiate University, recognising the demands of an academic environment and the specific challenges that these present
  • Excellent influencing skills, with the ability to build credibility and deliver effectively through a matrix management structure, working with colleagues from different backgrounds and operating cultures
  • Analytical skills: outstanding analytical and problem-solving abilities evidenced through real-life problems that have been overcome
  • High level of skill and experience in risk and issue management
  • Proven, deep understanding of service management methodologies, tools and techniques such as ITIL (with qualifications or demonstrable real-world experience), for example an ITIL Expert practitioner

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