IT Fulfilment Manager

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 entails overseeing a team of proficient IT systems analysts who provide specialized technical guidance, assistance, and support to end users concerning IT resources for research and educational initiatives within CoSE.

In collaboration with the Service Delivery Manager, CoSE IT Service Desk Lead, and Problem Analyst, the incumbent will strategize, organize, and evaluate the schedule of activities and resources to guarantee efficient IT support across the College.

Main Duties and Responsibilities

  1. Work in partnership with the CoSE Service Desk Lead and CoSE IT Service Delivery Manager for effective daily management of the Service Delivery Team, ensuring optimal resource allocation to meet service requirements.

  2. Guide, develop, and supervise a team of IT professionals to provide exceptional IT support and specialized IT services to the six Schools within the College.

  3. Organize and delegate work efficiently by assigning tasks and projects (such as student lab upgrades or larger staff equipment refreshes) to team members with relevant expertise, regularly reviewing activities to ensure prompt and effective IT support.

  4. Establish and oversee the process for monitoring expenditures against various College/School IT consumable budgets, ensuring proper authorizations and cost centre assignments are recorded for all non-College consumable spending.

  5. Maintain adequate stock levels of frequently used IT consumables to meet operational needs.

  6. Lead the management of the IT asset inventory, ensuring it is consistently updated to track assets throughout their lifecycle, including the disposal of obsolete assets.

  7. Conduct analyses, present findings, and offer recommendations through briefings, presentations, or written reports to support management decision-making.

  8. Identify risks, communicate those risks, and develop contingency plans, particularly for legacy systems and platforms.

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

  10. Maintain and enhance Knowledge Base content and ensure that IT operational documentation is developed and kept up to date by the team.

  11. Provide expert IT support to staff and Postgraduate Research (PGR) students across the College of Science and Engineering, resolving a wide range of technical incidents and requests when resource challenges 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 Essential Knowledge/Qualifications:

A1 Either:
Demonstrable competencies required to undertake the duties associated with this level of post, having acquired the necessary knowledge and skills in similar or multiple 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.

Essential Skills:

C1 Proven ability to lead and motivate a team of professionals.

C2 Highly effective communication and interpersonal skills, demonstrating creative and innovative thinking and influencing senior members of an organization.

C3 Proven technical problem-solving skills and attention to detail, with an expert ability to analyze complex requirements.

C4 Significant analytical skills and a 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.

Essential Experience:

E1 Demonstrable 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 Demonstrable 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 behavior 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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