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1 Corporate Services IT Services, Service Delivery ITSM Team - Self-Service and Knowledge Process Manager Available immediately for a fixed term to 31 July 2016 Secondment opportunities will be considered as will Job Share, part time and other flexible working requests. The Service Delivery team has recently been created within IT Services as an outcome of one of the project streams within the University wide OneIT transformation project. It has sought to introduce a revised approach to working practices that will give the University the IT services that enable it to meet its strategic objectives. The project has over recent months worked to develop the major ITSM functions and processes, including: Service Desk Incident Management Request Fulfilment Change Management Problem Management Configuration Management Asset Management Knowledge Management Furthermore, the project has developed the ServiceNow tool as a way to underpin and deliver these processes on a practical day to day basis. This role exists as part of the Service Delivery project team, working across all areas of IT Services, gathering requirements from stakeholder groups, owning and managing the Self-Service and Knowledge process that will bring benefits to the operation of IT Services and the wider University. You will work with the wider business ensuring that the development of the process is aligned and brings demonstrable value to the University Strategic goals. You will work as part of the Service Delivery team and will contribute to the management of all process but will have specific ownership for Self-Service and Knowledge Management. This is an exciting opportunity in a high profile and strategically important project for the University. The successful candidate will have to opportunity to shape the future of the Service Delivery process across the whole of IT Services.

2 Previous applicants need not apply University Grade 7 ( 31,342-37,394 p.a. pro-rata.) Informal enquiries may be made to Peter Twomey, Service Delivery Manager tel +44 (0) , Closing Date: 24 March 2015 Interviews are expected to be held early April 2015 Ref: CSUIT1022

3 Job Description Responsible to: Head of Service Delivery / Service Delivery Manager Reports to: Service Delivery Manager Main duties and responsibilities Promote across the University at any level the best practice approach for Self Service and knowledge process, explaining the benefits that each of the process will bring. Be accountable for the self-service process, specifically: o To ensure the continued development of self-service tools and process o To ensure the continued development and inclusion of automation o To ensure that self-service is documented in a central system and in a consistent way o To integrate with other service management processes. o To support Configuration Management by ensuring changes to infrastructure are reflected in the Configuration Management Database o To use key performance indicators to measure and assess the effectiveness of The process Be accountable for the knowledge process, specifically: o To provide guidance and support to ensure that articles are appropriately evaluated in order to confirm use and suitability. o To ensure that articles are documented in a central system and in a consistent way o To provide a knowledge management process that strikes an appropriate balance between pragmatism and bureaucracy o To integrate with other service management processes to allow authorised changes to be tracked, unauthorised changes to be identified and the true impact of change to be understood o To use key performance indicators to measure and assess the effectiveness of the knowledge management process Quality assure the knowledge process and individual articles to ensure that contributors are making the high quality well thought out submissions. Provide structured feedback to all parties involved in knowledge management Support the Service Delivery teams to ensure that customer support is being run in the most effective and efficient manner. Manage the process, not necessarily the data within the process. Monitor and Review the use of process: o Providing regular summary reports to the Senior Management Group. o Own and manage the process Risk, Issue and CSIP logs. o Advise Managers of process breaches and additional training requirements

4 Develop appropriate training material for the use of the process and associated tools. Plan and agree within the Service Delivery team the appropriate priorities for the support and development of each of the individual process and associated tools. Be able to deputise for any other process manager or the Service Delivery Manager as required. Assist Managers with the training and use of any process within their teams. Provide direction to the ITSM analysts giving them scope and priorities so that they can run their own day to day work load. Any other duties commensurate with the grading and scope of the role Career Expectations The University of Leeds is committed to developing its staff. All staff participate in the Staff Review and Development scheme and we continue to work with individuals, supporting them to maximise their potential. Progression to a higher grade is dependent on an individual taking on an increased level of responsibility. Vacancies that arise within the area or across the wider University are advertised on the HR website to allow staff to apply for wider career development opportunities. University Values All staff are expected to operate in line with the University s values and standards, which work as an integral part of our strategy and set out the principles of how we work together. More information about the University s strategy and values is available at

5 Person Specification Essential Demonstrate experience of supporting self-service and knowledge management processes in a complex organisation Demonstrate the ability to evaluate the requirements and lead the design of self-service solutions, aligning with best practice, customer needs and both IT and University strategies. Demonstrate the ability to communicate effectively to a range of audiences including choosing the most appropriate communication for the audience and the content. Demonstrate the ability to effectively negotiate and influence colleagues, stakeholders and customers, including experience of providing guidance and mentoring. Demonstrate the ability to effectively manage own workload and that of others to meet deadlines, reprioritising as required. Demonstrate the ability to work autonomously and as part of team Demonstrate experience of understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. Demonstrate the ability to apply quality standards to all tasks undertaken and to ensure that nothing is overlooked. Demonstrate Cross-Functional and Inter-Disciplinary awareness. Demonstrate experience of working across a range of Operational/Service Architecture including knowledge of the IT infrastructure and the IT applications and service processes used within the University Demonstrate the ability to experience of effectively managing resources. Show that you would be able to deputise for the Service Delivery Manager and other ITSM colleagues, by demonstrating previous work based experience Desirable Demonstrate the ability to demonstrate effective leadership and management experience and skills, aligned to the University s Leadership and Management Standard and the IT Behavioural Framework

6 Demonstrate experience of leading self-service and knowledge management processes in a complex organisation Demonstrate that you are working towards ITIL: 2011 expert qualification having achieved at least 10 ITIL qualification credits in any discipline. Additional Information Details of the terms and conditions of employment for all staff at the University, including information on pensions and benefits, are available on the Human Resources web pages accessible at The Partnership To be aware of and work in line with The Partnership working with students as members of a learning community to provide world class education and an excellent student experience. More information about the Partnership is available at Disclosure and Barring Service checks A Disclosure and Barring Service (DBS) Check is not required for this position. However, applicants who have unspent convictions must indicate this in the other personal details section of the application form and send details to the Recruitment Officer at Disabled Applicants The post is located in the IT Services Building. Disabled applicants wishing to review access to the building are invited to contact the department direct. Additional information may be sought from the Recruitment Officer, or tel + 44 (0) Disabled applicants are not obliged to inform employers of their disability but will still be covered by the Equality Act once their disability becomes known. Further information for applicants with disabilities, impairments or health conditions is available in the applicant guidance.

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