Service Manager, University of West London

The University of West London (UWL) is ranked the best modern* university (non-specialist) in London in the Complete University Guide 2025. We are ranked 30th university in the UK in The Guardian University Guide 2025, Number 1 London university for overall student satisfaction in the National Student Survey 2024 and Best university for Student Experience and Teaching Quality in the UK in The Times and Sunday Times Good University Guide 2024.The UWL community is a diverse body of students and staff who work together to create an environment of success and achievement. We celebrate the diversity of our staff and promote our values in practice through our commitment to inclusivity, progression, and success. *University status awarded in or after 1992.

The Department

UWL’s IT Service offers 24-hour IT support, seven days a week. IT Service staff will be answering calls, responding to emails and providing support between 08:00 and 20:00.  

Outside of these times, we offer an out of hours call out logging service. Emails received after 20:00 will continue to be logged and will be dealt with the following working day. 

Hours may be further extended to cover Open Days and other events. Staff are expected to work flexibly to support and cover the needs of the services and their staff, the post-holder may occasionally be required to undertake duties outside of standard University hours including evenings or weekends where the business need arises.

The Role  

Based on the Service Management & Operations function, the role will primarily be focused on the operational delivery of IT Services into an assigned Digital Platform and subset of businesses; this ensures the alignment of reporting and management on product groups. The role holder will work closely with Strategic Account Managers, Project/Product Managers and Business Analysts as well as SMSO functions to identify products and services that require service improvement to reduce incident rates and satisfy the end user access and functionality of the service or product. 

The Person 

The successful candidate will be professional with proven analytical, planning, leadership and management skills along with a strong sense of ownership and commitment to high-quality customer service.  Additionally, interpersonal skills like the ability to resolve conflicts, influence, negotiate, and deliver presentations are crucial.   

How to Apply  

To apply click on ‘Apply Online’ and fill out the application form and upload your CV and Cover letter to be considered for the role. Further information about the application process can be found here: https://jobs.uwl.ac.uk/display.aspx?id=1253&amp 

Please email hr.recruitment@uwl.ac.uk if you need any assistance with the application process.

Interviews are expected to be held in the week commencing 22 April 2025. 

Read more about working at the University of West London at https://www.uwl.ac.uk/about-us/how-university-works/why-work-uwl 

Our department is under-represented in terms of staff from minority ethnic backgrounds, of LGBT+ identities, and with disabilities. UWL is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter, and is a Disability Confident Employer. We welcome applications from all sections of the community, particularly those mentioned above to increase diversity in our workforce. 

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.  

Please be advised that it is expected that appointment within a grade will normally be at the minimum point. 

Previous applicants for this post need not apply again.  

We will intermittently review the applications as part of this open advert, therefore if successful, you will be shortlisted and contacted at any time.  

The University of West London reserves the right to close the role prior to this date should a suitable applicant be found.

Closing Date: 13 Apr 2025

Department: Management & Professional

Salary: £61,374 to £69,623 per annum