Operations & Response Centre Delivery Team Leader in Derby

Operations & Response Centre Delivery Team Leader

Job description

About the role

At the very heart of England, the University of Derby transforms futures via industry-relevant, expert teaching, from foundation and undergraduate degrees through to postgraduate study and research. Effective IT provision is central to our continued success, and our team has already won more than 60 awards. Join us, and you can play a crucial part in delivering a modern and secure IT environment for our students and staff.In return, you can expect exceptional investment in your future and the chance to take your career anywhere you want to go.

Joining existing 2nd line team leaders, you will lead support and maintain activity and drive the delivery of the 2nd line workstreams. At the same time, you will manage a team of around ten technicians and engineers – motivating and mentoring them to achieve their full potential and accelerate their development. This will involve co-ordinating a complex rota to ensure constant service provision, whilst championing business continuity, enhancing our policies and procedures, and building relationships across the university to deliver the highest standards of customer service.

Consequently, we require a natural leader with excellent interpersonal and networking skills, backed by comprehensive technical knowledge. Experienced in a similar management role, you will be adept at delegating, be highly motivated, organised and adaptable, as well as being knowledgeable regarding application delivery, networking and operating systems. Above all, you will thrive on challenges, with a real eye for excellence and the confidence to challenge accepted wisdom in order to improve our infrastructure.

In return, you can expect a competitive salary and an excellent package of benefits including generous holiday entitlement and a contributory pension scheme. As for prospects – the only limits will be your ability and ambition.

Principal accountabilities

  • Manage, motivate, mentor, develop and empower staff within the ORC Delivery team using an effective, managed and structured approach. 
  • Work towards continued improvements in staff engagement within the Operations and Response area.
  • Ensure appropriate HR procedures are followed to manage performance and staff development plans.
  • Devise and agree staff training plans to maintain current awareness and certification of current and future technology within the team.
  • Proactively support the ORC Delivery Manager in the effective governance of IT Services.
  • Assess, report and mitigate IT-related risk where appropriate within the ORC Delivery team environment.
  • Manage & maintain a high performing team and promote the value delivered within and beyond the department.
  • Manage an effective rota based on the needs of the business to ensure quality services are supported. 
  • Ensure that there is adequate cover during business hours and during key events such as clearing or open days.
  • Review, approve and allocate work packages to team members and ensure repeatable tasks are carried out and reviewed to continually assess potential automation.
  • Ensure SLAs and KPIs are maintained and reported on, and that work tickets are dealt with in a speedy and effective manner.
  • Working within the agreed University policies and procedures, manage any requirements for out of hours call out and overtime worked by the Operations & Response Delivery function.
  • Deliver support to University IT systems in accordance with IT strategy, Strategic priorities and Business service requirements. 
  • Maximise the value, efficiency and quality obtained from each technology area to meet the strategic and operational needs of the Institution.
  • Ensure the University IT systems within your area of operation are delivered to support the changing demands of the Institution on the IT systems including increasing efficiency, quality of service and provision of a 24x7 service.
  • Contribute to the delivery of 24/7 Out of hours support on a rota basis to support the Operations and Response Centre Technicians, ensure support across the Service Delivery Function is provided 8am to 9pm and across multiple sites.
  • Have a ‘can do’ approach, fostering and continually improving a sense of service culture by collaboration and liaison with the Strategic Development Centre and the Service Centre colleagues in the delivery of service.
  • Develop and document policies, procedures and standards relating to your area of operations delivery within the Operations & Response Centre function and support the Operations & Response Centre Delivery Manager to ensure these are regularly reviewed and updated.
  • Support the Operations & Response Centre Delivery Manager in developing customer service with key stakeholders/customers within the University.
  • Support the Operational Centre delivery by ensuring that operations related customer services provided to University staff and students are delivered efficiently and to a high standard, encouraging continuous improvement.
  • Person specification

    Essential Criteria


  • Relevant Degree/HND or demonstrable equivalent experience.
  • Experience

  • Experience of a team leader role, including undertaking managing day to day operations and management of staff e.g. DPR’s, delegation of work packages to ensure SLA’s are met, performance management & developing staff.
  • Experience of meeting customers, managing expectations and providing a logical solution focused approach to issue resolution.
  • Skills, knowledge & abilities

  • Broad knowledge of a range of technologies e.g. application delivery, networking, operating systems, and their capabilities and benefits.
  • Excellent communication, and persuasion skills (verbal and written) including communication of technical concepts to non-technical colleagues at a range of levels within the organisation and developing consensus within disparate views
  • Highly self-motivated, organised, adaptable and disciplined with an ability to work to tight deadlines whilst managing multiple tasks and deliverables. Able to prioritise effectively and have an attention to detail and drive for excellence.
  • Ability to deal with difficult issues within a continuously changing environment, managing issues, objections and differences of opinion positively and effectively.
  • Evidenced ability of acting as an exemplar individual in terms of high performance within a multidisciplinary IT delivery team and contributing to the overall team’s performance constructively and professionally.
  • Understanding of information security and governance.
  • Creative and Innovative approach to successfully providing a consistent, high quality operational service, challenging system and process that do not focus on the customer needs.
  • Ability to evidence excellent communication, engagement, persuasion and influencing skills (verbal and written).
  • Strong analytical skills, ability to be decisive and takes ownership of problems.
  • Responsive to customer needs, consultative and collaborative.
  • Ability to deliver within tight deadlines in a demanding environment.
  • Attention to detail and determination for excellence.
  • Passion, energy and enthusiasm for continuous improvement and encourages innovation.
  • Creates a service culture within and across teams.
  • Develops and utilises expertise for the benefit of customers and colleagues. Can apply knowledge quickly to new challenges.
  • Business requirements

  • Requirement to participate in Response Team Rota as key part of Operations Centre responsibilities.
  • Flexibility with regard to working hours and travel between sites.
  • Benefits

    As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.

    Find out more about pay and benefitsFind out more about pay and benefits

    Extra information

    Education Level
    Working hours per week
    4 - 40
    Type of Contract
    Casual / Part Time Jobs
    Published at
    Profession Sub-category
    Customer Service
    Full UK/EU driving license preferred
    Car Preferred
    Must be eligible to work in the EU
    Cover Letter Required

    Derby | Customer Service Jobs | Casual / Part Time Jobs | Other

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