Deputy Director (Customer Service and Service Management), MSD IT Services
spatial: MSD IT (Medical Sciences Division), MSDO, John Radcliffe Hospital, Headington, Oxford OX3 9DU
contact: Tony Brett
further particulars: JD_Deputy Director (Customer Service Service Management) Sep23 FINAL v2.pdf
subject: professional-management
notation: 167903
formal organization: University of Oxford
comment: 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 a…
salary: Standard Grade 9: £52,815 - £61,198 with discretionary range up to £66,857 per annum (pro-rata for part-time)
application opening date: 2023-09-11T12:30:00+01:00
comment: 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 admin…
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application closing date: 2023-10-09T12:00:00+01:00
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Standard Grade 9: £52,815 - £61,198 with discretionary range up to £66,857 per annum (pro-rata for part-time)
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JD_Deputy Director (Customer Service Service Management) Sep23 FINAL v2.pdf
value: MEDICAL SCIENCES DIVISION Job description and selection criteria Job title Deputy Director (Customer Service & Service Management) Division Medical Sciences Division Department MSD IT Services Location John Radcliffe Hospital, with flexibility to work remotely and on other sites in Oxford City as required Salary and Grade Grade 9: £52,815 to £61,198 (discretionary range to £66,857 per annum) Hours Full time Contract type Permanent Reporting to: Director of MSD IT Services Vacancy reference 167903 The role The Deputy Director (Service Management and Customer Service) is a key member of the MSD IT Services senior management team, serving alongside the Director and the Deputy Director for Systems and Networks. The principal purposes of the role are: to drive customer service excellence to maximise customer satisfaction; relentlessly to monitor and continuously improve standards of Service Management; and to achieve maximum alignment with the business functions of research and teaching in the Medical Sciences Division. The post involves line managing the team leads for each of the teams on our three sites and may involve directly leading any of those teams from time to time. The postholder will be expected to have wide experience of service management and project management and skill and qualifications in frameworks such as ITILv4, Prince2, Agile etc. The postholder will be expected to be a senior authority on IT in the wider context of Oxford University. They will 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. She or he will be expected to represent Medical Sciences Division on key University Committees and to have a presence in the HEI and or Medical Science IT community at a national or international level. Key duties and responsibilities Strategy and management 1. Lead on all matters of Customer Service and Service Management, including contin…
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