It Service Operations Manager

Description:

The IT Services Operations Manager will be accountable for delivery and development of operational services and customer engagement. Responsible for a group of team leaders across multi-functional campus / hybrid teams and working with Heads of Department and Faculties to ensure the effective delivery of IT support to the university. The role will be an essential and integral part of the University IT Senior Management Team. The post will be accountable for strategic engagement across USW and operational delivery and also be responsible, alongside fellow IT senior leadership colleagues, for the contribution to the overall strategic direction and development of IT and the digital agenda at USW.

This role will liaise and coordinate service operations and delivery with other departmental areas and project teams, acting as the champion of the customer to ensure release of new, or enhancements to existing products and service is smooth. Duties will include the ongoing development and improvement of Standard Operating Procedures (SOPs) that are expected to evolve and develop in terms of efficiency, to enhance the best customer service.

On a day-to-day operational basis this role is accountable for security and delivery of our desktop, AV, service desks and campus-based services and will ensure services are efficient, secure, perform optimally and are aligned to business goals and objectives. The post holder is accountable for the maintenance of service availability and continuity, configuration data, capacity planning, and will ensure adherence to service levels and all operational processes (such as incident, problem, change management processes) pertaining to IT services.