Service Improvement & Performance Lead
As our Service Improvement & Performance Lead, you'll guide the University towards a future where improvement is part of everyday work, not a special project or a one-off initiative. You'll be making a meaningful difference to the way the University operates, by influencing how thousands of colleagues’ experience, deliver and improve services every day.
The Service Improvement & Performance Lead is a connector, catalyst and enabler helping to bring clarity where there is complexity, shared purpose where there are silos, and momentum where change needs unlocking.
Key Responsibilities
* Imagine yourself walking into a leadership meeting and helping them translate broad ambitions into clear, measurable, user‑focused service improvements that genuinely change staff and student experiences.
* Co‑design a service improvement framework that becomes the foundation for how Professional Services continuously enhance the quality, efficiency, and effectiveness of the services they deliver for users.
* Build a community of practice, bringing together cross‑functional teams and individuals from across the University who look to you for guidance, coaching and tools to make their services better.
* Through your ability to tell stories with data, enable senior leaders to make informed decisions with confidence because they can see performance clearly for the first time.
* Support teams as they adopt new practices around user experience, continuous improvement, automation, and AI, helping them build confidence and capability.
* By delivering smoother processes, clearer accountability, better user experiences, and a stronger sense of "One University" working towards shared goals, your work will resonate with users and be felt across the University.
* Navigate a large, complex organisation where nothing changes unless people believe in the direction of travel.
* Lead conversations, build trust and clarity of purpose to help people make sense of complexity and see a way forward they didn’t see before.
* Improve services or shape performance with outcomes such as smoother processes, clearer journeys, more meaningful outcomes.
* Know the tools, methods and frameworks for service improvement and know how to use them in a way that fits the context, the people and the culture.
* Be data‑driven, quickly spot insights from metrics.
* Bring value in rooms where decisions get made; brief senior leaders with confidence, frame a problem so the path becomes clearer, and help groups with different perspectives find common ground.
* Connect dots across teams, disciplines and priorities to move from "this is complicated" to "this is possible."
What We’re Looking For
You should bring:
* Curiosity and an openness to new ways of working
* Confidence navigating ambiguity
* Coaching mindset
* Commitment to user‑centred, people‑centred improvement
* Ability to make complexity understandable
* Collaborative spirit rooted in our values of inclusion, respect, integrity, compassion and cooperation
If you meet some of these qualities and feel energized by our mission, we encourage you to apply. We don't expect perfection, just potential and purpose. You may come from higher education, public sector, industry or consultancy, but what matters is your ability to lead improvement through influence, credibility and connection.
Benefits
* Fantastic market leading Pension scheme
* Excellent employee health and wellbeing services including an Employee Assistance Programme
* Exceptional starting annual leave entitlement, plus bank holidays
* Additional paid closure over the Christmas period
* Local and national discounts at a range of major retailers
#J-18808-Ljbffr