Job Description
Principal Service Manager (Standard Support)\n\nDepartment: Digital, Data & Technology Group\n\nSalary: Starting from £46,735, rising to £55,755\n\nClosing date: Thursday 31 July 2025\n\nAbout the role\n\nThe Principal Service Manager is key to the delivery and optimisation of IT support services to the University. \n\nWith proven success in leading and improving IT service support, they are responsible for the provision of 1st and 2nd line support. \n\nThis includes assistive technology support and incident management.
\n\nTheir focus is on optimising the user experience, enabling prompt responses to support requests and minimising escalations through proactive identification of improvement opportunities with associated action. \n\nThe role holder is responsible for operational IT Service Delivery by their teams: ensuring provision of quality services managed in accordance with agreed service levels, standards and policies. \n\nThey are responsible for the day-to-day management of teams including planning the resources and capabilities required.
\n\nStrong working relationships with colleagues across the department is essential to enable collaborative, coherent support services. \n\nThey are accountable for developing and meeting performance targets, identifying areas for improvement and successfully implementing approved change initiatives.\n\n...