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Service Management Opportunities in UIS


Would improving the delivery of IT services across the University of Cambridge be the ideal challenge for you?  If you have been considering future career options we have two opportunities – at senior and standard level – for service managers. Successful applicants will be given full support in the transition to service management by the existing team if required.


General information

These roles will operate within the Service Management Office (SMO) with a focus on ensuring ongoing service delivery for key University capabilities.  You will be expected to identify opportunities for improving service provision, review services with key customers and play an integral role in delivering IT capabilities to the wider University.

There is a wide variety of areas to work in across all the IT Portfolios. You will contribute to improving our ITSM solution (ticketing of incidents, problems through to change, release and configuration management), developing our disaster recovery and business continuity capability and ensuring services are effectively monitored for performance and availability. You will also maintain a visible business calendar and strive to making service costs transparent.  There is also the exciting prospect of collaborating with colleagues in the Delivery Management Office (DMO) and Service Design (SD) teams on the transformation of service provision, including the introduction of new systems and retirement of others to ensure we have an appropriate and contemporary portfolio of technical systems underpinning our services.  Our work delivering these tasks will have wide reaching benefits across the University.

Main aspects of these roles include:

  • Ensuring service delivery (such as support, availability and performance) is meeting Institutional requirements working with support teams, service owners and end users.
  • Identifying opportunities for service excellence – from the end user experience (working with Service Design and Service Desk teams) to increasing the resilience and robustness of services.
  • Managing regular releases, patching, system updates or new system launches whilst ensuring a continuity of service.
  • Cooperating closely with the DMO, Service Desk and Service Design teams on the construction and ownership of service roadmaps and product lifecycles.
  • Ensuring infrastructure updates (such as OS or security) are deployed in a timely manner with minimum service impact, all agreed through negotiation with all stakeholders.
  • Being the first point of escalation for major incidents and be prepared to lead and manage high priority incidents, requests, problems and changes during working hours.  Connecting key cross-matrix teams from across UIS.
  • Working under pressure towards deadlines

The following skills would be very useful for these roles:

  • Experience of working together with a wide range of technical teams.
  • A passion for customer service, developing trust and experience explaining technical matters to non technical staff.
  • The ability to work independently, leading a team or part of a team, being decisive under pressure
  • Strong and supportive customer facing skills, able to build confidence across our customer base.
  • Strong troubleshooting and problem solving skills, being able to navigate challenges and owning them through to resolution.
  • Self motivation and organisation proficiency, taking a positive approach to challenges.
  • Strong team and collaborative skills in a cross matrix environment.
  • Foundational ITSM knowledge such as Incident, change, release, relationship, transition or configuration management.
  • A willingness to review and challenge the established thinking together with colleagues from across UIS.
  • A demonstratable proactive career and self-development path, with a desire to learn and grow the role. 
  • The self-motivation to build their skills in the evolution of ITSM and share learnings with the team
  • Business acumen, with an ability to prioritise appropriately.
  • Adaptability and flexibility, with the ability to frequently switch context to support multiple service areas
  • Attention to detail with an analytical disposition.
  • Previous ITSM Experience in an academic or commercial environment.
  • Ideally knowledge of ITIL, Agile, DevOps and key University systems in the teaching and learning, business systems or Infrastructure spaces, though these are desirable rather than essential.

We particularly encourage women and candidates from a Black, Asian and Minority Ethnic background to apply for this vacancy.

How to apply

Please specify which vacancy you are applying for when completing your application, using the vacancy reference numbers at the top of this advert.

The closing date for applications is Friday 23 October 2020. Please email your completed application form to the UIS Admin Office via:

We would welcome the opportunity to discuss either of these opportunities ahead of applying. Please contact Will Russell, Enterprise Service Manager: for further information.