IT Service Manager

JOB DESCRIPTION Employment status and working hours

Fixed term for up to 12 months (maternity cover), full time.

Full time hours at the University are 35 per week with the standard working pattern Monday to Friday from 09:00 to 17:00.

Chief Operating Officer, Technology.

Your line manager will be Kevin Wilkinson, Director of Technology.

The majority of your working week will be spent at our office in
Reading and the rest at your home*. The exact split of days/hours is negotiable but must include a minimum of
three working days each week in Horizons on the core days (Tuesday, Wednesday, Thursday). The office closes on Fridays. You can attend the office on Mondays if you have worked the three core days.
* Working from home is only possible if your environment is suitable.

At the University of the Built Environment, the Technology team support around 300 employees, 200 Associate Lecturers, and 4,000 students.

As the IT Service Manager, you will play a critical part in ensuring an excellent digital experience for both students and staff. You will manage the IT Support team, including day-to-day operational support, optimising service processes, and driving continuous improvement in the service desk environment which is consistently evolving.

You will offer support and guidance to your direct reports, ensuring compliance with IT policies, security standards, and best practices. You will act as an escalation point for all stakeholders, striving to offer excellent customer service and ensure all queries are resolved effectively and efficiently.

• Manage the daily operations of the IT Support team, ensuring incidents and service requests are handled efficiently and professionally.

• Ensure all end-user equipment is reliable, fit-for-purpose and maintained.

• Ensure all meeting rooms and AV equipment is reliable, fit-for-purpose and maintained.

• Maintain and develop ITSM processes (incidents, service requests, problems, and change management).

• Monitor service performance and customer satisfaction, driving improvements based on feedback.

• Lead and chair regular Change Advisory Board meetings, ensuring effective governance of all Technology changes.

• Manage service desk workload, prioritisation, and resource allocation.

• Ensure documentation and asset records for all equipment and software are up-to-date and accurate.

• Occasionally attend the London School of Architecture (Dalston) site for support, auditing and projects.

• Act as an escalation point supporting all stakeholders and IT support staff.

• Ensure compliance with IT policies, security standards, and best practices.

• Align support activities with broader IT service strategy.

• Develop, manage, and monitor the IT service budget, ensuring cost-effective delivery of IT services.

• Foster a positive, collaborative team culture aligned with the University’s values.

• Undertake other duties as required, commensurate with the role as needed.

• Some out of hours work may be required to support upgrades / changes.

Line management responsibilities:
Yes, to be discussed.

Budget responsibility:
Yes.

In this role you will liaise with the following:
All staff groups, students, 3rd party suppliers, and contractors.

E = Essential person requirement; D = Desirable person requirement

How the person requirement will be assessed:

A = Application; I = Interview; T = Test or other assessment

Please be aware that as part of onboarding processes, we will seek original documentary evidence of the relevant academic and/or professional qualifications which you include within your job application. This is all part of our comprehensive pre-employment screening which also includes checking your identity, right to work, criminal record history (basic disclosure), and three years employment history.

GCSE Maths and English language Grade C or 4 or above (E,

A).

ITIL foundation Qualification or equivalent experience (E,

A).

Further related qualification in IT/Technology or relevant experience (D,

A).