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

University of Oxford

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. 

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.

View or Apply
To help us track our recruitment effort, please indicate in your cover/motivation letter where ( you saw this job posting.

Job Location