Senior Service Relationship Manager

Join Our Team as a Senior Service Relationship Manager

The University of Oxford offers a dynamic work environment renowned for its international reputation as a world-class center of excellence. Our research endeavors address global challenges, from mitigating carbon emissions to developing vaccines during pandemics. An exciting opportunity has arisen within the IT Services Department for a Senior Service Relationship Manager.

IT Services is instrumental in ensuring the University maintains robust, reliable, and high-performing IT facilities tailored to support the unique requirements of teaching, learning, research, and administration. We foster a culture that values and acknowledges individual contributions, creating an inclusive and supportive work environment.

What We Offer:

• An excellent contributory pension scheme
• 38 days of annual leave
• A wide range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans
• Membership to various social and sports clubs

While this is a full-time position, we encourage applications from candidates interested in part-time work (minimum 3 days / 0.6 FTE). 

The postholder may also agree on a remote working arrangement with their line manager.

About the Role:

Responsibilities will include:

• Oversight and Management: Provide oversight and management of key relationships between IT Services and our customers.
• Collaboration: Work with senior administrators and IT staff in University departments to develop tailored service packages to meet specific needs.
• Customized Solutions: Gain a comprehensive understanding of our service offerings to design customized solutions for each customer.
• Monitoring and Reporting: Ensure service delivery targets are met through monitoring, reporting, and intervention.
• Service Agreements: Manage service agreements, communications, operational activities such as billing, and advocate for customers' interests.
• Continuous Improvement: Initiate service improvements and contribute to longer-term service plans.

About You:

Are you passionate about delivering and managing IT services, with a proven track record of building positive relationships with customers and technical specialists alike? The ideal candidate will:

• Engagement: Excel in engaging and onboarding new customers.
• Relationship Management: Possess experience in nurturing and maintaining relationships.
• Problem-solving: Demonstrate proficiency in problem-solving and managing escalations effectively.
• Communication: Act as a primary point of contact for both IT teams and customers.
• Adaptability: Be adaptable and able to work effectively in a fast-paced environment.

Application Process

To apply, please submit a covering letter/supporting statement, CV, and details of two referees as part of your online application.

The closing date for applications is noon on Friday 23 February 2024.

Interviews will be carried out face-to-face on the week commencing 4 March 2024, with online interviews considered in certain circumstances.