Deputy Director, Customer Services

Grade 10

Reporting to the Director of Customer Services, the post holder is the head of a significant service delivery group supporting staff, students and visitors throughout the University. The post holder plays a leading role in the management of IT Services and has key responsibilities in the development of the University’s long-term IT Strategic Plan.

The post holder is a recognised authority in delivering IT services and managing effective business relationships between an IT service provider and its consumers, suppliers and partners. Their particular focus is on ensuring the effectiveness of Oxford’s devolved IT model, providing a long-term strategy for alignment of central IT with University needs and customer satisfaction. As part of this remit the post holder will also have management of the internal communications team based in the Office of the CIO.

The post holder leads teams of highly trained professionals across a key central IT service team and several local IT teams (approximately 19 FTE in total), delegating operational responsibilities, contributing to the overarching vision and managing staff performance.

This post also deputises for the Director of Customer Services.

Essential selection criteria

  • Knowledge, intellectual capacity, reasoning and analytical skills equivalent to those of a graduate
  • Outstanding record of delivering and managing IT services at a senior management level, preferably in a higher education setting
  • Proven record of effective relationship management, demonstrating strong interpersonal skills and the ability to work effectively with staff in all areas of the University
  • Clear understanding of the research, teaching and administrative processes of a higher education institution and how IT supports this
  • Demonstrable ability to think and plan strategically and creatively in the development of services and policies in a devolved organisation
  • Significant experience of managing staff performance, training and development, and the ability to lead a team-based approach
  • Excellent communication skills including the ability to convey complex concepts with clarity and in a manner appropriate to the audience, and to command the confidence of both the IT and academic communities
  • Extensive knowledge of current directions in IT, and a strong commitment to self-development

Desirable selection criteria

  • Qualification, accreditation or evidence of formal training in one or more of the following areas: business relationship management, IT service management, project management
  • A sound understanding of Oxford’s devolved IT model
  • Experience of managing financial budgets in a service delivery context

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