SUPP111489

IT Services has a vacancy for a team manager for the Student Applications team, based within the Digital Applications area of our Operations team. The successful candidate will manage a team of application support engineers and is responsible for ensuring the secure, efficient and smooth operation of the team's portfolio of digital applications. They will split their time between technical work and team management, undertaking smaller projects and working as part of broader teams on larger ones. They will have a good understanding of the applications and technologies used by the team, and the various capabilities that they offer. They will represent these capabilities within IT Services and elsewhere and manage the team's resources and schedules. The Student Applications team is responsible for the successful operational delivery of a portfolio of key business services, primarily focused on supporting and enabling the Education and Student Success division's activities. These include critical services like the student record system, the lecture capture service, timetabling and the virtual learning environment.What will you be doing? You will provide line management, operational management and leadership of a team of application support engineers, ensuring the team delivers an effective service to the University. You will take responsibility for the technical management of the services within the team's remit in accordance with ITIL best practice, in pursuit of the overall goal of ensuring that the delivery meets the correct service levels and provides a good customer experience. You will manage team schedules, activities, tasks and cross-team dependencies to ensure effective productivity and quality delivery of outputs, following standard procedures and best practices. Alongside the management activities the role holder will perform technical work, working alongside the other engineers to deliver a service to the Institution. You will manage the team to ensure that the services in your scope are compliant with architectural and security standards. You will also ensure that the products, suppliers and vendors work together with the team to collectively deliver effective services to the business. You will take responsibility for the services provided by the team, and maintain relationships with stakeholders and service owners, both internal to the University and external, working with these colleagues to ensure that service roadmaps exist and are maintained. Be passionate about new IT and digital technologies and promote the IT operating model and IT and digital strategies.

• You have knowledge of enterprise application lifecycle management, from implementation, upgrades and maintenance, through to eventual retirement and decommissioning.
• You have knowledge of operational application management within an enterprise environment, including monitoring and reporting.
• You have experience or interest in managing an operational applications team.
• You have experience and knowledge of IT service delivery and service management, preferably in an ITIL environment.
• You have experience of maintaining relationships with Service Owners and understanding their particular business domains
• You have a technical grounding with the knowledge of the concepts for developing and delivering complex IT services.
• Desire for stability and reliability: You value creating stable, reliable systems, and you have knowledge of automated monitoring, alerting and reporting. Ensuring uptime and performance of the team's services is a key aspect of the role.
• You have a people-led approach in all areas: in supporting service for end-users, managing and developing your own team, and working collaboratively with colleagues and stakeholders.
• You have some experience or interest in small-scale project management.
• Problem-solving skills: You have a knack for troubleshooting and resolving issues.
• Attention to detail: You are meticulous and pay attention to the finer details. Ensuring the reliability and security of systems requires careful monitoring and management.
• Adaptability and learning: You are open to learning and adapting to new technologies and methods. The IT field is constantly evolving, and staying current is crucial.
• Strong communication skills: You can communicate technical information clearly to both technical and non-technical stakeholders. This is important for understanding requirements and explaining issues or solutions.
• Security awareness: You have an understanding of cybersecurity principles and the importance of protecting systems and data.
• Experience or education in relevant fields: You have a background in computer science, information technology, or related fields, or relevant work experience that has prepared you for the responsibilities of the role.