Current jobs related to Head of Service Delivery - Bangor - Bangor University

  • Senior Secretary, Head of Operations

    4 months ago

    Bangor, United Kingdom Betsi Cadwaladr University Health Board Full time

    A vacancy has arisen for an enthusiastic, highly motivated and experienced Senior Secretary to support the senior leadership team in the West area of Mental Health & Learning Disabilities, this will include direct support to the Head of Operations and Service Delivery, Head of Nursing, Clinical Director and Clinical Operational Manager. This role will form...

  • Head of Legal Services

    4 months ago

    Bangor, United Kingdom Bangor University Full time

    Bangor University is seeking a solicitor or barrister to join its team as Head of Legal Services to cover maternity leave for up to 12 months. Reporting to the University Secretary, the post holder will play a significant, strategic role in supporting the University’s ambitions and delivery of the Strategic Plan. Duties will include providing legal...

  • Delivery Driver

    4 months ago

    Bangor, United Kingdom Euro Car Parts Full time

    **Delivery Driver - Bangor** As a Delivery Driver for LKQ Euro Car Parts you will be responsible for maintaining our high standards, working as a member of a highly effective and efficient team and maximising customer focused excellence at every opportunity. Working as part of the branch team and reporting to the Driver Controller, this role will be...

  • Probation Services Officer Ty Newydd Approved

    4 months ago

    Bangor, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 328826**Salary**: - £23,637 - £29,046- pro rata- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Other- NPS Pay Band 3 National**Contract type**: - Permanent**Type of role**: - Other**Working pattern**: - Part-time**Number of jobs available**: - 1Contents Location About the...

  • Probation Services Officer Ty Newydd Approved

    4 months ago

    Bangor, United Kingdom Ministry of Justice Full time

    Salary 1 - £23,637 - £29,046 pro rata Number of jobs available 1 - 1 Detail of reserve list 1 - 12 Months Region 1 - Wales City/Town 1 - Bangor Building/Site 1 - NPS TY NEWYDD BANGOR, LL57 4HP Grade 1 - Other Organisation Grade for HMPPS 1 - NPS Pay Band 3 National Post Type 1 - Permanent Working Pattern 1 - Part Time Role Type 1 - Probation...

  • Delivery Driver/warehouse Person

    4 months ago

    Bangor, United Kingdom Barton’s NW Limited Full time

    The successful applicant will take on the role of delivering beer, wines and spirits in vans to hospitality venues across North Wales and other duties relating to maintaining a high level of customer service. There will also be a requirement to pick orders in the warehouse, assist with loading delivery vehicles and manually handle incoming deliveries into...

  • Delivery Driver/warehouse Person

    3 months ago

    Bangor, United Kingdom Barton’s NW Limited Full time

    The successful applicant will take on the role of delivering beer, wines and spirits in vans to hospitality venues across North Wales and other duties relating to maintaining a high level of customer service. There will also be a requirement to pick orders in the warehouse, assist with loading delivery vehicles and manually handle incoming deliveries into...

  • Delivery Driver/warehouse Person

    3 months ago

    Bangor, United Kingdom Barton’s NW Limited Full time

    The successful applicant will take on the role of delivering beer, wines and spirits in vans to hospitality venues across North Wales and other duties relating to maintaining a high level of customer service. There will also be a requirement to pick orders in the warehouse, assist with loading delivery vehicles and manually handle incoming deliveries into...

  • Trial Delivery Facilitator

    3 months ago

    Bangor, United Kingdom Bangor University Full time

    Applications are invited from suitably qualified individuals for this full-time fixed-term position within NWORTH Clinical Trials Unit (CTU) at Bangor University. The post-holder will support the development, testing, deployment, maintenance and on-going user support of any new NWORTH IT systems and services required for research projects. This includes...

  • Delivery Driver/warehouse Person

    3 months ago

    Bangor, United Kingdom Barton’s NW Limited Full time

    The successful applicant will take on the role of delivering beer, wines and spirits in vans to hospitality venues across North Wales and other duties relating to maintaining a high level of customer service. There will also be a requirement to pick orders in the warehouse, assist with loading delivery vehicles and manually handle incoming deliveries into...

  • Head of Culinary Operations

    3 weeks ago

    Bangor, United Kingdom Conway Group Full time

    Job OverviewWe are seeking a highly skilled and experienced Head Chef to join our team at Conway Group Healthcare in a dynamic and supportive environment.About the RoleThe successful candidate will be responsible for the overall management of the kitchen, including menu planning, food preparation, and presentation. They will also be responsible for leading a...

  • Full Time Prescription Collection

    4 months ago

    Bangor, United Kingdom Clearpharmacy Full time

    We currently have a vacancy for a Prescription Collection and Delivery Driver to work in our 10 Church Street, Bangor branch, delivering and collecting prescriptions. Working 40 hours per week between the hours of 9.00am to 6.00pm Monday to Friday. Applicants must be fully flexible to work according to the rota. Additional hours may be required from time to...

  • Regional Administrator

    4 months ago

    Bangor, United Kingdom Cruse Bereavement Support Full time

    **The role** The Regional Administrator will be responsible for the day to day running of the local office, managing referrals calls from people who are bereaved, supporting volunteers with service delivery and ensuring effective recording and management of relevant systems and processes. **JOB DESCRIPTION** **Purpose of the Post** - To ensure smooth...

  • Lead Nurse Colposcopist

    1 month ago

    Bangor, United Kingdom Betsi Cadwaladr University Health Board Full time

    Job overview An exciting opportunity has arisen for a new and innovative role as an Assistant Practitioner, Band , to work alongside the Head and Neck Clinical Nurse Specialist Team based at Ysbyty Gwynedd. The post holder will work as part the Head and Neck Team, supporting and delivering evidence based high quality clinical care that focuses on the...

  • Frontline Service Manager

    2 weeks ago

    Bangor, United Kingdom Royal Mail Group Full time

    About the RoleWe are seeking a highly skilled and experienced leader to join our team as a Customer Operations Manager. As a key member of our Delivery team, you will be responsible for ensuring the smooth running of all deliveries and providing excellent service to our customers.Key ResponsibilitiesLead and inspire a team of front-line colleagues to work...

  • Frontline Service Manager

    3 weeks ago

    Bangor, United Kingdom Royal Mail Group Full time

    About the RoleWe are seeking a highly skilled and experienced leader to join our team as a Customer Operations Manager. As a key member of our Delivery team, you will be responsible for ensuring the smooth running of all deliveries and providing excellent service to our customers.Key ResponsibilitiesLead and inspire a team of front-line colleagues to work...

  • Service Director

    4 days ago

    Bangor, United Kingdom Vetro Recruitment Full time

    Service Manager OpportunityWe are seeking a dedicated and compassionate Service Manager to lead our Residential Respite Service for Adults with Learning Disabilities and Complex Needs in Bangor, Gwynedd.About the RoleAs a Service Manager, you will be responsible for enabling individuals to live independent lives within their homes and the wider community....

  • Service Director

    4 days ago

    Bangor, United Kingdom Vetro Recruitment Full time

    Service Manager OpportunityWe are seeking a dedicated and compassionate Service Manager to lead our Residential Respite Service for Adults with Learning Disabilities and Complex Needs in Bangor, Gwynedd.About the RoleAs a Service Manager, you will be responsible for enabling individuals to live independent lives within their homes and the wider community....

  • Head of Quality Enhancement Unit

    5 months ago

    Bangor, United Kingdom Bangor University Full time

    The ability to communicate through the medium of Welsh is desirable for this role. Committed To Equal Opportunities. Overview The Quality Enhancement Unit is within the Directorate of Student Services and Administration and is responsible for a range of activities relating to the quality assurance and enhancement of programmes, including Collaborative...

  • Call Handler

    4 months ago

    Bangor, United Kingdom Welsh Ambulance Service NHS Trust Full time

    NHS 111 Wales, Call Handler Permanent - Full time / Part time - shift work up to 37.5 hours per week. **Location**: NHS 111 Wales. Welsh Ambulance Service, Snowdon House, Ysbyty Gwynedd, Bangor. Salary Band 3. £23159- 24701 pro rata plus shift enhancements for unsociable hours. The ability to speak Welsh is desirable for this post; Welsh and/or English...

Head of Service Delivery

3 months ago

Bangor, United Kingdom Bangor University Full time

Located in North Wales, only a stones throw from the Snowdonia National Park, Bangor University is a long-established celebrating 140 years in 2024 - university with an international reputation for the quality of its teaching and research. A rare opportunity has arisen for a Head of Service Delivery to work in the Digital Services directorate, and to take the support service to the next level.

The Digital Services Head of Service Delivery is responsible for the leadership and vision for service delivery management and developing a strategic approach for designing, delivering, managing, and improving the way the student and staff support service is delivered within the university.

The post holder will lead and encourage the Digital Services support teams to deliver service excellence and operational efficiency, as well as providing clear leadership and direction to the digital agenda on the value that is achieved from an integrated support function. The next level of the service delivery model will promote and deliver an outstanding service and high levels of stakeholder satisfaction.

Candidates will have proven service delivery leadership experience; be already managing teams of multi-discipline support staff; be managing incidents and problems daily and be improving the service to reflect changes in customer needs, expectations and requirements.

Candidates should possess a postgraduate degree in a STEM-related subjectorhave equivalent significant experience in a similar senior role.

The post is permanent and full-time and benefits from being eligible for the nationally supported USS pension scheme and various other employee benefits, including on-site gym, on-site creche, dynamic working opportunities, salary sacrifice options, etc. See our website for more informationBangor Benefits - rewards and packages for Bangor University staff.

This role will be located on campus at Bangor. Throughour Dynamic Working framework, there will also be the option to spend some time working remotely (although remaining in the UK) to support work life balance, which will be discussed further with candidates at interview.

Overview

Digital Services comprises of two traditional core areas - IT and Library - with circa 100 staff, the department is responsible for providing, developing and maintaining Digital facilities and services across the University. Digital Services has a good reputation within the University, providing reliable and resilient infrastructure, services, applications and facilities. We pride ourselves on being helpful, friendly, and responsive to user needs.

The post holder will lead and encourage the support service teams to deliver service excellence and operational efficiency, as well as providing clear leadership and direction to the digital agenda on the value that is achieved from an integrated support function. The next level of the service delivery model will promote and deliver an outstanding service and high levels of stakeholder satisfaction.

The role involves overseeing the service desk and managing various service delivery support teams which include IT, library, and Teaching & Learning support, ensuring that the support services are aligned with business needs and objectives. The Head of Service Delivery also contributes to the strategic direction and vision for Digital and acts as a senior representative and escalation point for Digital Services issues.

Purpose of the Job

The Head of Service Delivery is responsible for delivering a uniformed, structured, and consistent user support service to all staff and students at the university in the use of Digital services and facilities.

Key Responsibilities

  • Lead, manage and develop the support teams to deliver a high quality, efficient, customer focused service, in a secure and accessible manner which reflects the aims of the digital, Teaching & Learning, student experience and estates strategies; develop and implement a strategic service management roadmap for organisational excellence.
  • Develop the support teams to support the ever-changing digital landscape; promote and drive digital change within the University by education, training, communication and engagement; transition new solutions from design to business as usual by involving the team in the implementation lifecycle which includes testing, training, documentation, and to arrive at a standard operating procedure to support business as usual.
  • Manage major incidents and coordinate the activities both within and external to the department and be part of an out-of-hours support escalation procedure.
  • Work with external bodies within the higher education sector and the digital industry to seek best practice for service delivery and improvements; work with external partnerships to determine their digital needs; recommend the best hardware and software solutions for the teaching environment.
  • Work with the Director of Digital Services to re-shape the support service within the department and create a foundation stone for a wider Bangor University support function.

Operational Responsibilities

  • Work with external suppliers and frameworks to negotiate best value contracts for the University; manage those contracts to always give best value; assist the Director to manage the budget to best fit the University's digital needs.
  • Lead and own the service management platform; analyse support requests across all teams and work with team leaders to resolve and eradicate common problems to ensure first-line staff can resolve over 80% of incidents at the first point of contact.
  • Manage budget lines within areas of responsibility, ensuring best value for the University, and procuring goods and services in line with university policy.
  • Attend to duties from time to time outside of usual working hours, for example, open days, graduation ceremonies, maintenance periods and the out-of-hours escalation procedure.

Technology & Projects

  • Use the service management platform to develop KPI's; create management dashboards to inform improvements and enhancements to service; produce surveys to measure satisfaction; schedule change management to change requests to minimise disruption; surface trends, issues and problems to target improvements and interventions; review the knowledge base to always reflect the service; promote enhancements, improvements and changes to service delivery.
  • Strategic management of the Universitys Teaching & Learning facilities and services. Work closely with appropriate Pro Vice Chancellors and the Campus Services team to determine upgrade priorities, needs and requirements.
  • Be able to provide expert direction in several areas of service delivery.
  • Ensure the implementation of the Universitys and Departments policies, regulations and procedures in relation to all activities and with particular regard for finance, health and safety, and personnel-related issues.

Other Duties and Responsibilities

  • The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the Universitys Welsh Language Policy and the Welsh Language Standards.?
  • The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/her self?and for other members of staff, students and visitors affected by his/her actions or inactions.
  • The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.?
  • The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their posts.?
Person Specification

Qualifications/Training

Essential

  • Postgraduate degree in a STEM related subjectorequivalent significant experience in a similar senior role.

Desirable

  • Have proven commitment to continuing professional development including attendance at relevant courses and conferences.
  • Member of a relevant and appropriate professional body.
  • ITIL or equivalent qualification.

Experience/Knowledge

Essential

  • Proven service delivery leadership and management skills, with the ability to motivate, coach, and develop a diverse and high-performing team.
  • Significant experience in a digital service delivery role.
  • Previous exposure in working in major incident management, change management and problem management.
  • Examples of service improvements at scale where thousands of individuals benefited from transformational change.
  • Demonstrate expertise in at least three core Higher Education or business systems.
  • High level of customer focus and service orientation, with the ability to understand and anticipate customer needs and expectations.
  • Managing vendors and third-party suppliers, contract negotiations and tendering processes.

Desirable

  • Higher Education sector experience.
  • Management and/or system knowledge of the following systems: ITSM, VLE, LMS, BI, Office365, SRS, ERP, etc.
  • Membership of relevant external groups.
  • Teaching & Learning service development, both in physical spaces and on-line.

Skills/Abilities

Essential

  • Excellent communication and interpersonal skills, with the ability to influence and negotiate at all levels, and to build and maintain strong stakeholder relationships.
  • Excellent verbal and written communication skills, analytical and problem-solving skills, with the ability to make sound decisions and recommendations based on data and evidence.
  • Ability to manage competing end-user demands and time-critical schedules, prioritising simultaneous issues and rapidly evaluating alternate action plans.

Desirable

  • Data analytics skills to produce meaningful managerial reports to drive service improvement.
  • Excellent analytical skills and ability to develop clear technical statements of work.
  • Ability to troubleshoot complex multi-factorial application/systems problems, working with a range of colleagues, external colleagues/experts, and suppliers.
  • The ability to communicate through the medium of Welsh is desirable for this role. If applicants are not able to speak / write in Welsh at present, there are many opportunities to learn if the successful candidate wishes to do so.
General

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age.

We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally.

We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture.

We are proud to be a Disability Confident employer.

All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.

All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.

We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. When you apply for this post you will be required to explain the basis upon which you believe you will able to live and work in the UK legally on the commencement date of the role should your application be successful. If you do not have the right to work freely in any position in the UK already, any offer of employment we will make to you will be subject to you obtaining a right to work visa. The following link provides information on the various visa routes into employment and the eligibility requirements (including switching visa status where permissible)

If you are successful in your application we will discuss visa options with you at the time of making the offer of employment.

Please note that, in the event of applications being received from candidates on the University's Redeployment Register with a reasonable skills match to the post specification, these applicants will be given prior consideration.

Closing date for applications: 15th July 2024