At a Glance
- Tasks: Lead IT service delivery and improve digital systems for students and staff.
- Company: Edinburgh Napier University, a forward-thinking institution focused on innovation.
- Benefits: 41 days annual leave, generous pension, flexible working, and professional development.
- Other info: Join a diverse team committed to continuous improvement and user-focused solutions.
- Why this job: Make a real impact on technology and service delivery in a dynamic environment.
- Qualifications: Experience in system lifecycle, configuration, and stakeholder engagement.
The predicted salary is between 37694 - 46049 € per year.
At Edinburgh Napier University, our Information Services department plays a vital role in delivering reliable, innovative digital systems that support our students, staff and wider community. Currently, we have an opportunity for an IT Service Delivery Lead to join our Corporate Systems team and help drive service improvement across a complex and evolving technology landscape.
As IT Service Delivery Lead, you will be joining us initially with the opportunity to support the delivery of a brand-new University website project, working closely with stakeholders to shape service design, establish support models, and ensure the Digital Experience Platform (DXP) and web estate are resilient, user-focused, and continuously improved.
Your excellent relationship building skills will allow you to sufficiently focus on stakeholder engagement, service performance, and align digital delivery with user needs. As someone with a diverse overarching knowledge of different enterprise systems, you will also be in a great position to work across a wide portfolio, supporting Library, Finance, Research, Property and Facilities, Marketing and People Services, to ensure they are well-integrated, optimised, and delivering value.
Supporting the University’s Corporate Systems portfolio, you will be joining a team that drives process improvements and supports the evolution of the University’s enterprise architecture by enhancing and integrating key systems, including (but not limited to): Exlibris, U4 ERP (Agresso), Flywire, WorkTribe, Squiz DXP, Planon, LenelS2, SafeZone, Corporate Website, iTrent/People First, Planon, Kinetics, and XN Leisure, helping to create a more connected and efficient digital environment.
This will see you liaising with staff at all levels across the University and working proactively with multiple stakeholders to provide expert help and advice on development and support issues that best serve their needs and meet strategic objectives. This is a fantastic opportunity for someone who enjoys working at the intersection of technology, service delivery, and business change, ensuring systems not only work effectively but continuously evolve to meet user needs.
- Experience across the full system lifecycle, from requirements through to implementation and support
- Knowledge of system configuration, integrations, or change processes (ITIL awareness is desirable)
41 days annual leave, generous pension scheme (17.6%), flexible working and professional development opportunities. Salary: £37,694 - £46,049 p/a (depending on experience). Contract: Permanent, Full Time 35 hrs/wk.
On this occasion, the University will not consider applicants requiring sponsorship or visa support for this role. The University holds Disability Confident, Carer Positive and Stonewall Scotland Diversity Champion status. We are a flexible Employer.
Service Desk Team Lead / Customer Service Desk Team Lead (Permanent) in Broughton employer: Edinburgh Napier University
Edinburgh Napier University is an exceptional employer that prioritises innovation and collaboration within its Information Services department. With a strong commitment to employee growth, the university offers 41 days of annual leave, a generous pension scheme, and flexible working arrangements, fostering a supportive work culture that values diversity and inclusivity. Joining our team means being part of a dynamic environment where your contributions directly impact the digital experience of students and staff alike.
Contact Detail:
Edinburgh Napier University Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Lead / Customer Service Desk Team Lead (Permanent) in Broughton
✨Tip Number 1
Network like a pro! Reach out to current employees at Edinburgh Napier University on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching the latest trends in IT service delivery. Show them you’re not just a candidate, but someone who’s genuinely interested in improving their digital systems and user experience.
✨Tip Number 3
Practice your relationship-building skills! Think of examples where you’ve successfully engaged with stakeholders or improved service delivery. This will help you shine during those crucial interview moments.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Edinburgh Napier University.
We think you need these skills to ace Service Desk Team Lead / Customer Service Desk Team Lead (Permanent) in Broughton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience with service delivery and stakeholder engagement, as these are key for the role. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your background makes you the perfect fit. Don’t forget to mention any relevant projects or systems you’ve worked with.
Showcase Your Relationship-Building Skills:Since this role involves liaising with various stakeholders, make sure to highlight your relationship-building skills in your application. Share examples of how you've successfully engaged with different teams or departments in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Edinburgh Napier University
✨Know Your Systems
Familiarise yourself with the specific enterprise systems mentioned in the job description, like Exlibris and U4 ERP. Being able to discuss your experience with these systems or similar ones will show that you understand the technical landscape and can hit the ground running.
✨Engage Stakeholders
Prepare examples of how you've successfully engaged with stakeholders in previous roles. Highlight your relationship-building skills and be ready to discuss how you would approach stakeholder engagement for the new University website project.
✨Showcase Service Improvement Experience
Think of concrete examples where you've driven service improvements in a tech environment. Be prepared to explain your thought process and the impact of your actions on service delivery and user satisfaction.
✨Understand ITIL Principles
While ITIL knowledge is desirable, showing that you have an understanding of service management principles can set you apart. Brush up on key ITIL concepts and be ready to discuss how they apply to the role of IT Service Delivery Lead.
