Director Global IT Service Delivery Information Services Reporting to: Chief Information Officer Salary: Competitive package Job Family and level: 7 Contract Status: Permanent Hours of Work: Full time Location: Kings Meadow Campus You are a senior IT leader with a track record of creating high performing teams and delivering services which are customer focussed, reliable, easy to use and secure. Join the new Information Services senior leadership team at an unprecedented time of transformation. You will run the IT service delivery teams in a truly inclusive manner across the UK, China and Malaysia campuses. You will drive the implementation of professional IT service management disciplines across these teams and establish a culture of continuous improvement. The University The University of Nottingham is one of the UK s universities, committed to providing a truly inspiring and international education. We are enterprising and produce world-leading research. Described by The Sunday Times University Guide 2011 as the embodiment of the modern international university The University of Nottingham has award-winning campuses in the UK, China and Malaysia. It is ranked in the UK s top 10 and the world s top 75 universities by the Shanghai Jiao Tong (SJTU) and the QS World University Rankings, placing it in the top 1% of all universities worldwide. Information Services Many of our services are typical of any business and offer similar challenges: Managed desktops and laptops, data storage, email, printing, web content management for the internet and intranet, data and voice networking, multimedia design and production, and the major applications underpinning finance, HR/payroll, marketing, facilities management, conferencing and a range of commercial enterprises, including incubator premises for new business ventures. Other challenges are specific to higher education and to our University in particular. Nottingham has huge ambition to transform the experience it provides to students to place them at the heart of its global, digital community. This will involve fundamental change to the business processes which underpin the student journey through the institution, major organisational change across professional services teams, and the implementation of a comprehensive, integrated suite of supporting IT systems. We in Information Services will play a pivotal role in this exciting and challenging change programme known as Transform.
We also run specialist systems to underpin the life cycle of each research project as it moves from grant application through to publication and dissemination. Our researchers need information to help them target the next exciting and lucrative research opportunity. They need to be able to demonstrate the impact their research is having in the world. As our mission says, by bold innovation and excellence in all that we do, we make both knowledge and discoveries matter. This depends on getting the right information to the right people within our community. Here, the creation, sharing, analysis and dissemination of information are defining activities. It s what we exist to do. Both students and researchers are demanding, innovative users of technology and we aim to provide them an information environment in which they can be boundlessly creative and highly productive. We have campuses in Nottingham, China and Malaysia, and aim to support mobility, ease of communication and team work across this hugely diverse and geographically spread community. In response to these specific challenges, we provide particular and differentiating services. These include a Virtual Learning Environment and other innovative technologies for learning, High Performance Computing services and a large range of specialist software. Our researchers produce vast amounts of data and need tools to manage, mine and generate information from it. Many of them collaborate with industrial partners and researchers in other institutions across disciplinary and organisational boundaries. Our students have grown up with internet technologies and expect to be constantly connected using their mobile devices. A technology-rich experience is what they expect from University life. We provide equipment in teaching rooms, PC suites, language laboratories, wireless everywhere, and internet services in the halls of residence. Our global nature also means that video conferencing is particularly important. Context There are two reasons for transformative change within Information Services. These initiatives have the full support of the University s Executive Board and significant investment has been allocated to both areas. Firstly, following the appointment of a new CIO in July 2013, Information Services is undergoing a major restructure and reinvigoration. The aim is to grow and build an organisation which can be the reliable, trusted, innovative and agile IT partner that the University needs to deliver its ambitious 2020 Strategy across the UK, China and Malaysia campuses. Secondly, the University is beginning a programme (known as Transform) to transform the experience it provides to students. This will involve fundamental change to the business processes which underpin the student journey through the institution, significant organisational change and the implementation of an integrated suite of supporting IT systems. Within the new organisation there are four senior roles reporting to the CIO: 1. Director Global IT Service Delivery (this role) Leads the delivery of customer focussed, cost-effective, secure, professional and responsive services. Accountable for optimising and continuously improving operational processes. 2. Director Global IT Programmes and Solutions Leads the effective delivery of the project portfolio. Plays the technical leadership role and maintains deep knowledge of emerging technology trends. Advises on how the University could best exploit these. Ensures that new solutions are delivered to the right quality standards and within a coherent architecture. 3. Director Global Partnering and Service Design Ensures that Information Services is engaging in constructive conversation with all University constituencies about their needs and agendas and University of Nottingham 2 26 March 2014
understands how IT can bring benefit at every level. Ensures that services are designed with user s needs in mind. Has particular accountability for ensuring that services are designed and operated in a truly global manner and that the needs of those based in China and Malaysia are considered in all decisions. 4. Head of CIO s Office Leads a small team supporting the CIO in driving the transformation, establishing the new ways of working, managing internal and external communications and creating a sense of identity and joint purpose across the global team. Gives assurance that every service and project is delivering benefit for the institution at appropriate levels of cost and risk. Ensures that Information Services continuously builds its own capability and skills. Your team The new Service Delivery organisation has been launched in January 2014 under an interim Director and in a structure which will form the starting point for further adjustments. You will lead this large team (approximately 144 staff in total) with the support of a senior team which currently consists of: Head, IT Operations accountable for the reliability and security of networking equipment, servers, applications and storage systems in Data Centres. Within this area are teams covering Data Centre Operations, Network and Security Operations, Infrastructure Operations, and Application and Database Support. Head, IT Helpline accountable for ensuring that all users receive a timely and effective response when they request a service from Information Services Head, Campus IT Support accountable for supporting the people who use IT equipment distributed throughout the University. There are several teams supporting the various campuses and the equipment used in different kinds of spaces: public spaces for teaching, learning, meeting, collaborating and socialising as well as offices and laboratories. The equipment includes end user computing devices, application software, printers, local networking switches and a huge variety of IT equipment used for specialist research and teaching activities. Head IT Service Management accountable for ensuring that services meet the needs of their users and are being constantly improved. Within this area there is a team managing the core ITIL processes of change, problem and major incident. There will be a number of IT Service Managers each with responsibility for specific major service package and a new team managing testing and transition into live operation. Service Manager, China accountable for the delivery of Information Services in China and responsible for ensuring compliance with global delivery standards to ensure that Students and Staff in China experience the same high quality Information Services as at other campuses. Service Manager, Malaysia accountable for the delivery of Information Services in Malaysia and responsible for ensuring compliance with global delivery standards to ensure that Students and Staff in Malaysia experience the same high quality Information Services as at other campuses. Your Role You will establish, lead and inspire the teams which are responsible for day to day delivery of services across the campuses in Nottingham, China and Malaysia. You will establish a customer focussed culture and University of Nottingham 3 26 March 2014
create an environment in which individuals and teams are encouraged to be creative in solving problems and developing innovative ways to enhance and improve the services, and drive down cost of delivery. You will play a major leadership role in establishing the professional service management disciplines and leadership behaviours which will result in consistent, reliable, secure, cost effective and customer focussed service delivery and pro-active commitment to continuous service improvement. Principal Accountabilities 1. Design, establish and lead the global Service Delivery division within Information Services. Model leadership behaviours in line with the principles and philosophy agreed by the Senior Management Team. Create the context for high performing teams: Ensure that the teams have clarity of purpose, understand the wider strategy and context in which they work, why their contribution is important and are focussed on results Ensure they have the knowhow, resources, environment and support necessary to achieve results in an effective manner Use evidence based approaches to drive continuous improvement Foster excellent team work removing constraints and enhancing effective working across boundaries within IS and with other parts of the University Ensure that team members plan the development of skills in a strategic manner so as to prepare for new technologies and changes in context. Help individuals to plan their careers and maximise their employability. Provide constructive feedback and encourage reflective thinking 2. Champion and improve the maturity of service operation disciplines within Information Services (incident, service request fulfilment, change, configuration and problem management). Some of the key priorities are: Recruit Service Delivery Managers for key services (International Services, Workplace Computing Services, Learning and Meeting Room Support, Research Services) Establish a weekly Change Advisory Board and embed rigorous change management across the whole live environment Establish a systems thinking culture of continuous improvement based on evidence 3. Design, establish and own the testing, quality management and service introduction disciplines within Information Services: Recruit and establish a testing team, quality strategy and testing environments Recruit a new Service Transition Manager and work closely with them and the Head of Portfolio Delivery to establish controls and gateway criteria/templates to ensure that new projects transition smoothly into live operation 4. Work with the Solution Architects to establish effective capacity management processes: Design mechanisms for measurement of infrastructure capacity utilisation, analysing historical figures and forecasting trends Work with IT Partnering to predict and plan for the impact of changing patterns of business activity on the infrastructure and service operations 5. Work with the Solution Architect (Security) to establish enhanced security management processes, working towards ISO 27001 University of Nottingham 4 26 March 2014
6. Work with the Office of the CIO to enhance the data gathering, reporting and analysis capability which will support continuous improvement plans across the whole of Information Services. 7. Design, establish and own IT Service Continuity Management processes within Information Services: Work with the IT Partnering and Business Analyst teams to understand the dependence of critical University activities on IT services and data Work with the Solution Architects to develop a full understanding of critical service and infrastructure configuration Develop IT service continuity strategy and plans accordingly Implement and test plans 8. Design, establish and own the software procurement and licence management processes for the institution. Key priorities are to: Recruit a Software Manager Establish mechanisms for tracking licence ownership Develop and implement new policy for purchasing, deploying and maintaining licenses for desktop software across the institution 9. Play the role of Project Executive or Senior Supplier as necessary in significant University-wide projects. Examples are likely to be: the Smarter Computing project which will redesign and modernise core workplace computing services across the global institution and transform its support model; the selection of a new supplier to manage outsourced service delivery to the campus in China. 10. Own certain strategic supplier relationships, examples being the main break-fix contracts for servers, storage, PCs, network and telecoms. 11. Travel as necessary to maintain effective relationships with stakeholders in the international campuses. Typically there will be a need to spend two weeks per year in China / Malaysia. 12. Play a leadership role as necessary during major incidents. This may demand occasional availability out of core working hours or at the weekend. Qualifications, Knowledge and Experience Required Essential Desirable Qualifications/ Education Educated to degree level or equivalent Experience of IT service management disciplines based on ITIL or similar, ideally with the ITIL v3 Expert qualification Qualified in PRINCE2 project management Skills/Training Excellent understanding of IT architecture and infrastructure Proven ability to lead and develop staff, and create high performing teams University of Nottingham 5 26 March 2014
Exceptional ability to communicate and explain complex issues in clear, concise, persuasive language both verbally and in writing Exceptional ability to influence others Empathetic and with strong interpersonal skills. Highly adaptable and flexible. Able to adjust quickly to new situations and changing priorities. Excellent ability to lead others through complex problem solving challenges Experience Extensive senior management and leadership experience in a complex organisation Familiar with the HE context and environment Successful track record of IT Strategy development, delivery and execution Experience of leading transformational change programmes involving business process and organisational change Experience in leading the successful implementation /adoption of ITIL within a Service Delivery operation Extensive experience working with external suppliers, managing large scale contracts and developing outtasking arrangements University of Nottingham 6 26 March 2014