Head of IT Fulfilment Services

3 weeks ago

Glasgow, Glasgow City, United Kingdom University of Glasgow Full time
Job Purpose

The IT Fulfilment Manager will be instrumental in developing and sustaining the Fulfilment Function within the College of Science and Engineering (CoSE).

This role encompasses overseeing a team of proficient IT systems analysts who provide specialized technical guidance, support, and advice to end users regarding IT resources for research and educational purposes within the College of Science and Engineering (CoSE).

In collaboration with the Service Delivery Manager, CoSE IT Service Desk Lead, and Problem Analyst, the incumbent will strategize, oversee, and evaluate the scheduling of tasks and resources to guarantee effective IT assistance throughout the College.

Main Duties and Responsibilities 1.

Engage with the CoSE Service Desk Lead and CoSE IT Service Delivery Manager for efficient daily management of the Service Delivery Team, ensuring optimal resource allocation to meet service requirements.

2.

Guide, cultivate, and supervise a team of IT professionals to provide high-quality IT support and specialized IT services to the six Schools within the College.

3.

Organize and prioritize work effectively by delegating tasks and work packages (such as student lab upgrades or extensive staff equipment refreshes) to team members with relevant expertise, consistently reviewing activities to ensure prompt and effective IT support.

4. Develop and oversee the process for monitoring expenditures against various College/School IT consumable budgets, ensuring appropriate authorizations and cost centre assignments are recorded for all non-College consumable expenses. 5. Maintain adequate stock levels of frequently used IT consumables to fulfill business requirements. 6.

Oversee the management of the IT asset inventory, ensuring it is regularly updated to track assets throughout their lifecycle, including the disposal of end-of-life assets.

7. Conduct analyses, present findings, and provide recommendations through briefings, presentations, or written reports to support management decision-making. 8. Identify risks, communicate those risks, and formulate contingency plans, particularly for legacy systems and platforms. 9.

Stay informed about industry trends as part of personal development and contribute to future objectives for the function.

10. Maintain and enhance Knowledge Base content and ensure IT operational documentation is developed and updated by the team. 11.

Provide expert IT support to staff and PGR (Postgraduate Research) students across the College of Science and Engineering, resolving a wide range of technical incidents and requests when resource issues arise.

12.

Perform any other reasonable duties and projects as may occasionally be required by the Line Manager or Head of College IT.

Knowledge, Qualifications, Skills, and Experience Knowledge/Qualifications Essential: A1 Either:
Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of separate roles

Or:
Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4)

Or:

Equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar or related role(s).A2 Specialist technical and practical knowledge of computing hardware components, computer specifications and standards.

A3 Knowledge and experience of network protocols and principles.

Skills Essential: C1 Proven ability of leading and motivating a team of professionals.
C2 Highly effective communication and interpersonal skills, demonstrating creative and innovative thinking and influencing senior members of an organisation.
C3 Proven technical problem-solving skills and attention to detail, with an expert ability to analyse complex requirements.

C4 Significant analytical skills and logical approach when investigating IT issues for users, and suitably recording steps being conducted for subsequent reporting and future guidance to other IT staff and users.

C5 Ability to learn and adapt to changing technologies and procedures.

C6 Adaptability to evolving technologies and procedures to ensure the University remains current, while also fostering an environment that encourages and supports team members to do the same.

Experience Essential: E1 Demonstratable experience in supervising or managing a team, including conducting one-on-one meetings, interviews, and other essential line management duties.
E2 Substantial experience in a senior technical role in a complex IT environment supporting users from multiple disciplines.
E3 Demonstratable experience of IT Service Management (ITSM) Platforms.
E4 Substantial experience of working with a range of operating systems other than Windows desktops, e.g. Linux, MacOS, Windows Server.

E5 Proven experience of working collaboratively with senior technical and non-technical colleagues with the ability to influence and negotiate at all levels including colleagues who are not part of the direct team.

E6 Experience of making informed decisions under pressure by balancing requirements with technical risk.
E7 Knowledge and experience of network protocols and principles.

E8 Adaptability to evolving technologies and procedures to ensure the University remains current, while also fostering an environment that encourages and supports team members to do the same.

E9 Experience of working with a range of technical service users, with varying degrees of ability, ensuring their experience is optimal.

E10 Experience of configuring mobile devices in a network environment.

Desirable: F1 Prior experience of working in a University or Higher Education environment.
F2 Proven experience in driving sustainable behaviour and culture change through processes or methodologies.
F3 Delivery of projects using Agile tools and techniques. Terms and Conditions Salary will be Grade 7, £39,347 - £44,263 per annum. This post is full time (35 hours per week) and open ended (permanent).

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK.

If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

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