Department: Digital, Data & Technology Group
Salary: Starting from £46,735, rising to £55,755
Closing date: Sunday 15 June 2025
About The Role
The Principal Service Manager is key to the delivery and optimisation of IT support services to the University.
With proven success in leading and improving IT service support, they are responsible for the provision of 1st and 2nd line support, including assistive technology support and incident management.
Their focus is on optimising the user experience, enabling prompt responses to support requests, and minimising escalations through proactive identification of improvement opportunities with associated actions.
The 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.
They are responsible for the day-to-day management of teams, including planning the resources and capabilities required.
Strong working relationships with colleagues across the department are essential to enable collaborative, coherent support services.
They are accountable for developing and meeting performance targets, identifying areas for improvement, and successfully implementing approved change initiatives.
This is a fixed-term position until July 2026.
About You
The applicant will be highly competent and experienced in leading IT support services.
They will have strong people skills to lead and motivate staff delivering successful process improvements.
Competent and effective in engaging with customers at all levels, including senior leadership.
They will be proactive in planning, managing, reporting, and improving service provision focused on optimising the customer experience.
The applicant needs agility, flexibility, and the ability to manage a high workload with priorities that can change at short notice.
Strong written and verbal communication skills are essential.
The incumbent must have the confidence and capability to utilise their extensive knowledge, skills, and experience, along with good influencing skills, to deliver the desired impact or promptly resolve issues, reflecting on actions needed to minimise recurrence.
They will be firm but fair, ensuring empathy tempered with realism and pragmatism.
What We Can Offer You
We consider ourselves a university where difference is celebrated, respected, and encouraged. We have an excellent international reputation with staff from over 60 nations and have received a Silver Athena SWAN award for gender equality and intersectionality.
We believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students. We encourage applications from all genders, backgrounds, and communities, especially from under-represented groups.
We are committed to maintaining a safe and secure environment for our students, staff, and community, reinforcing our Safer Recruitment commitment.
We are very proud to be an autism-friendly university and an accredited Disability Confident Leader, supporting disabled staff.
* Free counselling services through Health Assured
* Cycle to work scheme
* Electric vehicle salary sacrifice scheme
* Staff discount at Team Bath gym
* Staff discounts on postgraduate tuition fees
* Staff discount on language courses
* Generous employer contributory pension schemes
* Generous annual leave allowance with an additional 5 discretionary days
* Personal and professional development opportunities including Apprenticeships, LinkedIn Learning, and more
* Free entry to the Holburne Museum in Bath
* Local discounts and more
* A family-friendly workplace
* Excellent reward package recognizing our diverse workforce
* Relocation allowance
* Visa reimbursement and interest-free loan for immigration expenses
We are committed to expanding our benefits to support you better. Find out more about our benefits on our website.
Learn why staff consider the University of Bath a great place to work on our website. Follow us @UniofBath and @UniofBathJobs on X for more information.
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