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Head of IT Service Line Management

Head of IT Service Line Management - London

GBP 53k basic (3 month contract)

My client is a public research university located in London and a member institution of the federal University of London and they are looking for a Head of IT Service Line Management (3 month contract) who will be responsible and accountable for building and maintaining full service line management and managing and leading the 2nd line support teams.

Job Summary

This role will ensure that all university colleagues have clear paths of communications for the technology operations including handling day to day escalations and issues helping to ensure a smooth operation.

The role will maintain relationships with all university colleagues and will foster end to end accountability for each of the service lines across lines 0-3. The primary role of service line management will centre on the end to end ownership of process, people and technology delivering the specific services.

This post will drive:-

Shift left services to ensure calls for services or incidents can be handled as quickly and efficiently as possible.

* Reduction of internal effort across the team, making best use of professional partners and third parties.
* End to end visibility of all services and contribute to the maintenance roadmaps on those services and ensure services are transitioned to live effectively.
* Removal of silo working and an environment of collaboration, respect and trust for colleagues, through clarity of role and collegiate problem solving.


This role will work with other Divisions and Departments across the School to ensure that service standards are agreed and actionable and provide the Service Manager with the information they need to produce the appropriate and clear performance dashboards.

The Division is in the middle of a change programme and this role is one of the new positions that have been created.

The role will be part of the leadership of the division and help drive and deliver the changes needed including significant work on managing through change and culture.

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