Management and Strategy
Service Management Lead
Job details
Posted 29 May 2025 Salary Grade 7, £40,497 - £45,413 End date 19 June 2025 LocationGlasgow Job Type Management Professional & Administrative Reference174835 Expiry 19 June 2025 at 23:45
Job Description
Job Purpose
To ensure the effective daily running of the Planning, Insight and Analytics service overall. Responsible for the design and operation of key parts of the service including helpdesk management, agile task and workload management, financial management, administrative support to the leadership team, and enabling collaboration across teams both within the service and across the Data & Analytics Community of Practice.
Main Duties And Responsibilities
- Overseeing and managing the daily operations of the service’s customer-facing helpdesk and technology solutions, including handling ad-hoc queries from staff, directing enhancement requests to the appropriate team, and dealing with support issues.
- Leading the development, design and implementation of new service initiatives and projects, including setting service standards, policies and procedures which ensure the team works efficiently and effectively to meet and exceed baseline service excellence levels.
- Researching, identifying, implementing and managing best practices and technologies which enable cross-team collaboration and efficient and timely project/task management across a complex and diverse workload.
- In conjunction with other team leads, define and manage the annual schedule of work and release management processes for core analytics products, including ensuring adherence to accessibility considerations, data protection checks, provision of technical documentation and communications and engagement for new releases.
- In partnership with the Data & Analytics Community of Practice’s core management group, facilitate and support a regular schedule of on-site and virtual events which bring the community together to share best practice and resolve issues collaboratively.
- Day to day management of the service’s consumables budget, including budget preparation and forecasting, arranging purchases, monitoring income and expenditure, and the provision of advice and guidance on financial procedures to the management team.
- Provide professional and wide-ranging administrative support to the Director and leadership team, including the organisation of regular team events, travel and accommodation arrangements.
- Support line managers to provide an effective and timely local induction for all new staff to ensure their successful integration to the University and the procedures and policies of the Planning, Insight and Analytics service.
- Maintain a strong working relationship with other relevant departments, including colleagues in the Principal’s Office, Vice Principal’s Office, Court Office, College Management Offices and in other services. This also includes liaising with third party providers/ contractors who provide additional services for the team on a regular basis.
Qualifications/Knowledge
Knowledge, Qualifications, Skills and Experience
Essential:
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar or number of different 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 Detailed knowledge of Microsoft 365 packages including Word, Excel, Outlook, and PowerPoint, and of virtual collaboration facilities such as Zoom and Microsoft Teams.
A3 Thorough working knowledge of finance and people management policies and procedures, ideally in higher education.
Desirable:
B1 Knowledge of service management frameworks and approaches, such as ITSM/ITIL, Lean, Six Sigma, Scaled Agile Framework.
Skills
Essential:
C1 Strong organisational skills including the ability to prioritise a diverse and busy workload at both an individual and team level.
C2 Excellent written and verbal communication and interpersonal skills, with the ability to communicate clearly, clarifying requirements, responding to colleagues and other stakeholders.
C3 Excellent customer-service skills, including an ability to handle and resolve service-related complaints.
C4 Ability to be proactive with the initiative and judgement to plan or schedule work weeks and months ahead, to identify gaps in provision and recommend improvements, and to respond to changing requirements and resolve problems independently.
C5 Strong analytical and problem solving capability.
C6 Ability to work independently through a wide variety of complex queries and problems, using data, knowledge, and judgement to determine best course of action, including escalation where necessary.
C7 Ability to manage and control assigned budgets in accordance with University policy and procedures, where appropriate.
C8 The ability to work as part of a team and across multi-functional teams.
C9 Effective IT skills using databases, Microsoft PowerPoint, Excel, Word and SharePoint.
C10 Excellent time management, administrative and organisational skills and able to meet tight deadlines.
C11 Ability to demonstrate an understanding of the operational requirements of the service, including conceptualising, communicating and embedding service improvements.
Desirable:
D1 Management skills along with the ability to work with others and manage the performance of team members.
D2 Demonstrable skills in updating websites using content management software.
Experience
Essential:
E1 Relevant work experience in a similar or related customer focused service management role.
E2 Experience of working independently and resolving unforeseen complex issues and challenges.
E3 Experience of managing and processing purchase requisitions and consumables budgets.
E4 Experience of multi-tasking, using own initiative and being customer oriented.
E5 Experience of working under pressure and prioritising workload.
Desirable
F1 Experience of working within a further or higher education setting.
F2 Experience of team leadership/people management.
F3 Experience of working in a service-based or ‘Helpdesk’ type environment.
F4 Experience of using software tools for project and task management across collaborative teams, such as Microsoft Project, Jira, Azure DevOps, ClickUp.
Terms and Conditions
Salary will be Grade 7, £40,497 - £45,413 per annum.
This post is full time and open ended.
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.
Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.
Closing Date: 23:45 19th June 2025
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.