ITSM Manager

Faculty/Directorate

Finance, Infrastructure and Human Resources

School/Function

IT Services

IT Services are at the heart of delivering services to over 20,000 students and 2,000 staff and the University is committed to improving technology and the way IT services are delivered across all campuses. Our vision is for IT to be a valued business partner to the University and improve the level of service provided to our student and staff community.

The ITSM Manager is responsible for all IT service management processes and supporting technology. The ITSM processes are:

- Incident Management
- Problem Management
- Request Fulfilment
- Change Management
- Configuration Management
- Service Transition

Skills and experience required include:

- A strong background of working within a service management function with the ability to influence a wide community of experts who are focused around the delivery of ITIL service lifecycle processes.

- Proven experience of developing service management capabilities and continuous service improvement initiatives through the use of KPI and metrics.

- Strong stakeholder, influencing and leadership skills with the ability to create an effective working environment, contributing to the promotion of service management disciplines and processes across the organisation.

- High standards of written presentation; ability to write clear, concise reports; analyse statistical and financial data; compile executive briefings.

- You will act as an IT service management process expert and you will use your knowledge to develop best practice policies and procedures, ensuring they are embedded and matured to create a high performing service culture.

Work at the forefront of digital technology

Information and Technology Services provides and supports digital services and facilities for students and staff to enable learning, teaching, research and administration. Our key functions are to innovate, implement and support an extensive range of digital services across the University to assist our community access and process information to achieve their goals.

In addition to making a valuable contribution to sustainability across the University, our staff share a high customer service ethic and commitment to continuous improvement.

This is a full time, permanent position with a starting salary of £43,187 per annum.

Interviews are expected to be held on Monday 22nd April 2024.

For informal enquiries, please contact Richard Wood , Head of Service Delivery.

Bring your true self, expertise, and passion to Kingston where we are continuing to strive to build a university where authentic inclusion and belonging is at its heart. Every one of our staff and students’ identities, backgrounds and diverse experiences makes us who we are - so harness and embrace yours by applying today. We welcome applications from Black, Asian and Minority Ethnic backgrounds, LGBTQ+ communities and those with disabilities.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required, this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme. 

To apply click on ‘Apply Now’. If, for accessibility reasons, you need to apply in an alternative format, please email [email protected]  or call the HR Shared Services team on 020 8417 3118.