Deputy Director (Customer Service and Service Management), MSD IT Services

The Medical Sciences Division (MSD) in the University of Oxford is a
stimulating work environment, which enjoys an international reputation as a
world-class centre of excellence. Our research plays a key role in tackling
many global challenges, from tackling cancer to rapidly developing a vaccine
in a pandemic, and we train many who will go on to be world-leading
clinicians.





We have an exciting opportunity to join the Division’s IT Services 23-strong
team as one of its senior managers.





MSD IT Services is a key department that ensures that Medical Sciences
Division has robust, reliable and high-performing IT facilities it requires to
support the distinctive needs of those engaged in its world-leading teaching,
learning, research and administration. We value and recognise our own and the
contribution of others, creating a great culture to work in and a place where
we all feel we belong.





As an employer, we genuinely care about our employees’ wellbeing and this is
reflected in the range of benefits that we offer including:



• An excellent contributory pension scheme



• 38 days annual leave



• A comprehensive range of childcare services



• EAP (Employee Assistance Programme)



• Family leave schemes



• Cycle loan and tax-efficient purchase schemes



• Discounted bus travel and Season Ticket travel loans



The University also runs a large number of social groups and sports clubs for
those looking for more than just a great place to work.





**About you**



In MSD, you will lead the delivery of IT Customer Service, maximising customer
satisfaction and embracing continuous improvement with a keen eye on digital
transformation. You will be in overall charge of Service Management in MSD IT
Services, working alongside the Deputy Director for Systems and Networks, and
the Director, to ensure that MSD IT Services maintains the highest possible
standards of Service Management and alignment with the business functions of
research and teaching in the MSD, as well as its professional services and
administration.





If you are of graduate calibre and have a demonstrable record of success in
Customer Service, IT Service Management, and managing teams and their leaders,
then this could be the role for you.





You will have a positive, can-do attitude and approach and be used to finding
creative solutions to problems rather than identifying why things can’t be
done. Key to this role will be managing the relationships between MSD IT
Services and the many other departmental IT staff in the departments of MSD
(our associates). You will also be the responsible person for Service Level
Agreements, Key Performance Indicators, Work Instructions and Standard
Operating Procedures; the latter two in collaboration with our Governance
officer and the Governance, Risk and Compliance hub in Divisional Office.





You will be expected to be a senior authority on IT in the wider context of
Oxford University so it is vital that you have the ability to develop and
maintain excellent working relationships with key members of central IT
Services and other senior IT providers within and beyond the Medical Sciences
Division.





For an informal discussion about the role, please contact
tony.brett@medsci.ox.ac.uk or call 01865 (2)83354





The is a permanent full-time post. We will consider reasonable requests to
work flexibly and/or part-time at a minimum of 80% FTE.





Applications for this vacancy are to be made online. You will be required to
upload a CV, a supporting statement explaining how you meet the selection
criteria and contact details of two referees as part of your online
application.





The closing date for applications is **12.00 noon** on **Monday 9 October
2023**.





Interviews are expected to be held on Thursday 26 October 2023.