Service Management Officer: Licensing and Contracts

at  Lancaster University

Lancaster University is an established thriving UK university with a world-class reputation for excellence in research, teaching and engagement. Lancaster is consistently ranked in the top universities in all three major UK league tables and continues to build a growing reputation both nationally and internationally.
Our Lancaster University values believe in respecting each other by being open and fair and promoting diversity, we build strong communities by working effectively together in a supportive way and we create positive change by being ambitious in our learning, expertise and action.
Information Systems Services (ISS) is a dynamic, friendly and supportive section, who are looking to appoint an enthusiastic and proactive individual to join the Licensing Service within our Customer, Strategy and Governance team.
Working with the Licensing, Supplier and Contract Manager, the post-holder will contribute to:

Major Duties

• Establishing and developing relationships with university colleagues and external suppliers
• Contract Management for our resource portfolio, including:
• Supplier and University stakeholder liaison,
• Negotiation of contracts and KPI monitoring to help improve the provision of digital resources at the University
• Supporting the University with its Environmental, Social and Governance commitments
• Supporting our system owners with licensing, contractual changes and compliance activities.
• Managing Digital Content Systems including
• Reviewing platforms to ensure we are compliant with UK Data Protection laws.
• Data management to support accuracy of our online systems
• Reviewing and drafting end user guidance using simple and succinct language to convey technical information to non-technical users
• Day to day support for software queries and access requests via our ‘IT Service Management software’.
• Liaising with stakeholders across the organisation to collate information and feedback on services offered by ISS.

QUALIFICATIONS

• Relevant IT Qualification or certification in IT Service Management or related field (Qualifications) Desirable
• Professional qualification (such as ITIL, Prince II, Contract Law, Agile, Procurement) Desirable

KNOWLEDGE AND EXPERIENCE

• Specialist knowledge of the role holders service area (e.g. Software management) Desirable
• Experience of producing documentation for services which may include note / minute taking Desirable
• Experience of working with data to create reports and analyse information Desirable
• Experience of providing excellent customer service whilst working in a technical service environment Essential
• Knowledge of legislation and the management of processes as pertains to role holders service area (e.g. Software contract management, Data Privacy or Procurement) Desirable
• Knowledge and experience of managing suppliers and contracts Essential
• Experience of managing and motivating staff Desirable

SKILLS AND ABILITIES

• Able to contribute to group problem solving looking beyond obvious solutions (Problem Solving) Essential
• Works efficiently and diligently to do an excellent job. (Drive for Results) Essential
• Keeps manager informed of progress whilst working independently. Is able to adapt to changing direction and strategy. (Performance Management / Dealing with ambiguity) Essential
• Provides high quality thinking to ideas development and challenges standard approaches (Creativity) Essential
• Able to recognise good, creative ideas and can adjust to new technology with minimal direction (Innovation Management) Essential
• Able to make a positive contribution to resolving work related conflicts (Negotiation and Conflict Management) Essential
• Able to relate well to a diverse range of individuals and quickly establish rapport (Interpersonal Skills) Essential
• Able to take initiative to help other team members, encouraging and inspiring respect, and acting as a role model to others. Able to set positive examples to create a progressive and forward-thinking environment (Building Team Spirit) Essential
• Able to identify what needs to be done to accomplish 6-12 month goals and can differentiate underlying problems from symptoms (Strategic Thinking) Essential
• Presents a positive and realistic picture of the university to candidates and can make hiring recommendations (Hiring and Staffing) Essential
• Communicates their thoughts in a well organised manner and able to make effective presentations to small groups (Communication Skills) Essential
  You will be a confident communicator with proven experience of building relationships with academic colleagues, supplier management and providing support in an IT environment. An understanding of software within a HE environment would be beneficial.
  This is a full-time, indefinite post with the flexibility to work some of your time remotely, with the exact proportion of remote working to be determined in discussion with the line manager and in accordance with university guidelines.
  The University strives to be diverse and inclusive, a place where we can all be ourselves. We welcome applications from people in diversity groups, particularly encouraging applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented in this area of the University.
  We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff.

• Establishing and developing relationships with university colleagues and external suppliers
• Contract Management for our resource portfolio, including:
• Supplier and University stakeholder liaison,
• Negotiation of contracts and KPI monitoring to help improve the provision of digital resources at the University
• Supporting the University with its Environmental, Social and Governance commitments
• Supporting our system owners with licensing, contractual changes and compliance activities.
• Managing Digital Content Systems including
• Reviewing platforms to ensure we are compliant with UK Data Protection laws.
• Data management to support accuracy of our online systems
• Reviewing and drafting end user guidance using simple and succinct language to convey technical information to non-technical users
• Day to day support for software queries and access requests via our ‘IT Service Management software’.
• Liaising with stakeholders across the organisation to collate information and feedback on services offered by ISS