Service Delivery Manager

Overview Posted on 20 November 2025 | Reference: UOD2041 We are seeking an experienced and self‑motivated individual for the post of Service Delivery Manager within the Enquirer and Applicant Communications team, which is part of the Global Engagement & Future Students Directorate. The Service Delivery Manager is responsible for leading and managing the Operations Team – a team of skilled professionals who provide the day‑to‑day operational support for the Student Management System (Tribal SITS Blueprints) as it relates to the enquirer and applicant journey. The Operations Team manages the data and communication processes that support student recruitment and admissions, from initial enquiry to matriculation. The team specialises in mapping admissions processes and overseeing the full data lifecycle, ensuring high data quality and compliance with protection and security standards. Global Engagement & Future Students relies on strong customer service, robust data systems, and technical solutions – primarily Tribal SITS and Microsoft Office tools, including Power BI – to deliver market insight and support efficient application processing. The University has recently enhanced its use of Tribal SITS, with the Operations Team contributing significantly to these projects. The Service Delivery Manager leads this team, overseeing priorities and workload to ensure targets are met. The role also involves hands‑on support during busy periods, with training in the student management system provided if needed. Responsibilities Your priorities will include: Work with colleagues across Global Engagement & Future Students, other Directorates, and academic Schools to understand system and process needs, develop project proposals, and with senior stakeholders set priorities and delivery plans for the Operations Team. Plan the team’s support for key projects and major admissions processes, such as Confirmation and Clearing and matriculation, while helping to embed more agile ways of working. Lead and manage a professional team, balancing priorities and workloads to ensure objectives and deadlines are consistently met. Provide support for essential admissions activity during peak periods, including occasional evening and weekend work. Qualifications We're looking for someone who: Is educated to degree level or has relevant work experience. Has experience of using student management systems (preferably Tribal SITS) and an understanding of the various stages applicants move through. Has experience of managing teams with more 'technical' roles and responsibilities in areas such as data management, business systems, business process mapping, and working with large‑scale databases. Has a proven record of managing teams of professional staff with evidence of meeting and exceeding objectives, deadlines and targets. For further information about this position please contact Katy Scott, Director of Apply as an external candidate If you do not currently work for the University of Dundee, you can apply using this button. If you are currently working for the University of Dundee, you can apply via OneUniversity using this button. Navigate to ‘My Recruitment’, then ‘Available Jobs'. Our recruitment service is provided by a third party. If you are encountering barriers in relation to accessibility, please review the accessibility statement for help and assistance. Work for the University of Dundee Find job vacancies and become part of our thriving, supportive, and inclusive community. Thursday, 18 December 2025, 23:59 We are one of the UK's leading universities, internationally recognised for our expertise across a range of disciplines and research breakthroughs in multiple areas, including science, medicine and engineering, amongst many others. Our purpose is to transform lives, locally and globally, which we do as a community of staff, students and alumni. The diversity of our staff and students helps to make the University of Dundee a UK university of choice for undergraduate, postgraduate and distance learning. Family‑friendly policies, staff networks for BME, Disabled and LGBT staff, membership of Athena SWAN, the ECU Race Equality Charter and Stonewall as well a full range of disability services, create an enjoyable and inclusive place to work. #J-18808-Ljbffr