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- Tasks: Lead and optimise IT support services, ensuring top-notch user experience.
- Company: Join the University of Bath, a diverse and inclusive institution with a global reputation.
- Benefits: Enjoy flexible working, generous leave, discounts, and professional development opportunities.
- Why this job: Make a real impact in IT service delivery while working in a supportive environment.
- Qualifications: Proven experience in IT support leadership and strong communication skills required.
- Other info: This is a fixed-term role until July 2026, perfect for those seeking growth.
The predicted salary is between 38700 - 46600 £ per year.
The Principal Service Manager is key to the delivery and optimisation of IT support services to the University. With proven success in leading and improving IT service support, they are responsible for the provision of 1st and 2nd line support. This includes assistive technology support and incident management. Their focus is on optimising the user experience, enabling prompt responses to support requests and minimising escalations through proactive identification of improvement opportunities with associated action.
The role holder is responsible for operational IT Service Delivery by their teams: ensuring provision of quality services managed in accordance with agreed service levels, standards and policies. They are responsible for the day-to-day management of teams including planning the resources and capabilities required. Strong working relationships with colleagues across the department is essential to enable collaborative, coherent support services. They are accountable for developing and meeting performance targets, identifying areas for improvement and successfully implementing approved change initiatives. This is a fixed-term position until July 2026.
The applicant will be highly competent and experienced in leading IT support services. They will have strong people skills able to lead and motivate staff delivering successful process improvements. Competent and effective engaging with customers at all levels including senior leadership. They will be competent and proactive in planning, managing, reporting, and improving service provision focused on optimising the customer experience. The applicant needs to have the agility, flexibility, and ability to manage a high workload with priorities that can change at short notice. Strong written and verbal communication are essential. The incumbent must have the confidence and capability to utilise their extensive knowledge, skills, and experience plus good influencing skills to deliver the desired impact or promptly resolve an issue, reflecting on action needed to minimise the likelihood of recurrence. They will be firm, but fair ensuring empathy tempered with realism and pragmatism.
We consider ourselves to be a university where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment. We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.
We offer:
- Free counselling services through Health Assured
- Cycle to work scheme
- Electric vehicle salary sacrifice scheme
- Staff discount at Team Bath gym
- Staff discounts on postgraduate tuition fees
- Staff discount on language courses
- Generous employer contributory pension schemes
- Generous annual leave allowance with an additional 5 discretionary days
- A wide range of personal and professional development opportunities including Apprenticeships, LinkedIn Learning and more
- Free entry to the Holburne Museum in Bath
- Local discounts and more
- A family-friendly workplace
- An excellent reward package that recognises the talents of our diverse workforce
- Relocation allowance
- Visa reimbursement and Interest-Free Loan to help with the cost of some immigration expenses
We are committed to continually expanding our benefits to better support you and enhance your experience with us.
Principal Service Manager (Standard Support) (ED12670) employer: University of Bath
Contact Detail:
University of Bath Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Service Manager (Standard Support) (ED12670)
✨Tip Number 1
Familiarise yourself with the University of Bath's IT support services and their current challenges. Understanding their specific needs will help you tailor your approach during interviews and discussions.
✨Tip Number 2
Network with current or former employees of the University of Bath, especially those in IT roles. They can provide valuable insights into the company culture and expectations for the Principal Service Manager position.
✨Tip Number 3
Prepare to discuss your experience in leading IT service support teams. Be ready to share specific examples of how you've improved service delivery and user experience in previous roles.
✨Tip Number 4
Demonstrate your understanding of performance metrics and how they relate to service improvement. Be prepared to discuss how you would set and achieve performance targets in line with the university's goals.
We think you need these skills to ace Principal Service Manager (Standard Support) (ED12670)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading IT support services. Focus on specific achievements that demonstrate your ability to improve service delivery and user experience, as these are key aspects of the Principal Service Manager role.
Craft a Compelling Cover Letter: In your cover letter, emphasise your strong people skills and your experience in managing teams. Discuss how you have successfully implemented process improvements in previous roles and how this aligns with the responsibilities outlined in the job description.
Showcase Communication Skills: Since strong written and verbal communication is essential for this role, ensure your application is clear, concise, and free of errors. Use professional language and structure your documents logically to reflect your communication abilities.
Highlight Relevant Qualifications: If you have any certifications or qualifications related to IT service management, be sure to include them in your application. This could set you apart from other candidates and demonstrate your commitment to professional development in the field.
How to prepare for a job interview at University of Bath
✨Showcase Your Leadership Skills
As a Principal Service Manager, you'll need to demonstrate your ability to lead and motivate teams. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to improving service delivery and fostering collaboration.
✨Emphasise Customer Experience
The role requires a strong focus on optimising user experience. Be ready to discuss specific strategies you've implemented to enhance customer satisfaction and how you proactively identify areas for improvement in service provision.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle high workloads with changing priorities. Think of scenarios where you've had to manage multiple tasks or resolve conflicts, and be prepared to explain your thought process.
✨Communicate Clearly and Confidently
Strong written and verbal communication skills are essential for this role. Practice articulating your thoughts clearly and confidently, especially when discussing your experience and how it aligns with the university's goals and values.
