Service Lead - London, United Kingdom - UCL

UCL
UCL
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About us
Information Services Division (ISD) is the primary provider of IT services to UCL. We support and enhance learning, teaching, research and administrative processes by providing information


About the role


UCL, London's Global University, has an opportunity for a Portfolio Service Lead/Service Owner to join the Department of IT Service and Operations, part of UCL's Information Services Division (ISD).

You will be a leadership team member within UCLs Agile'Change Portfolios' which deliver technical products, platforms and services for UCL's student, staff, research and administration users.

You will be responsible for providing excellent service experience across the portfolios, driving performance and continuousimprovement throughout the service lifecycle.

The Portfolio Service Lead will work Product Managers and Portfolio Delivery Managers to ensure value is delivered for one or more Change Portfolios.

Detailed responsibilities are listed in the job description where the key responsibilities for the post holder are the following:

  • Being the 'Voice of Service' in the Change Portfolio(s), helping to achieve a sustainable balance between service quality, service performance and feature development.
  • Own and provide the services in the Change Portfolio(s) that are well defined, have appropriate Service Level / Operational Level Agreements and Service Models are in place.
  • Ensuring services within your Change Portfolio(s) are available and maintain a strong focus on security and service resilience
  • Adhering to the Change Portfolio(s) service management and Agile framework of policies, processes and principles
  • Collaborating across the Change Portfolio(s) to ensure user needs and experience is well represented.

Job Ref:

B

Closing Date:
:59 (UK time)


About you
As a Service Management professional, you have knowledge of both service ownership and management of service teams.

You're passionate about delivering great service to users and colleagues an are able to persuade and influence colleagues and stakeholdersat all organisation levels.

It will also be of benefit if you have experience of working in Agile teams and understand how Service can be managed and improved using Agile ways of working.

You will also be able to demonstrate the following:

  • Qualified to Degree Level or have equivalent experience
  • Working knowledge of the relevant Portfolio's business area (research and innovation operations).

What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

  • 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
  • Additional 5 days' annual leave purchase scheme
  • Defined benefit career average revalued earnings pension scheme (CARE)
  • Cycle to work scheme and season ticket loan
  • Immigration loan
  • Relocation scheme for certain posts
  • On-Site nursery
  • Onsite gym
  • Enhanced maternity, paternity and adoption pay
  • Employee assistance programme: Staff Support Service
  • Discounted medical insurance

Our commitment to Equality, Diversity and Inclusion


As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent.

We are committed to equality of opportunity, to being fair and inclusive, and to being a placewhere we all belong.


These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.

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