The Principal Service Manager is key to the delivery and optimisation of IT support services to the University.
With proven success in leading and improving IT service support, they are responsible for the provision of 1st and 2nd line support.
This includes assistive technology support and incident management.
Their focus is on optimising the user experience, enabling prompt responses to support requests and minimising escalations through proactive identification of improvement opportunities with associated action.
The role holder is responsible for operational IT Service Delivery by their teams: ensuring provision of quality services managed in accordance with agreed service levels, standards and policies.
They are responsible for the day-to-day management of teams including planning the resources and capabilities required.
Strong working relationships with colleagues across the department is essential to enable collaborative, coherent support services.
They are accountable for developing and meeting performance targets, identifying areas for improvement and successful implementing approved change initiatives.
This is a fixed-term position until July 2026.