This is an exciting opportunity to join UCL's Service Excellence function and lead the development, governance, and continuous improvement of UCL's Enterprise Service Management (ESM) capability, driving a consistent, service-led culture and approach across the organisation.
Our Service Excellence function is part of the Professional Services Hub that brings together key customer facing and transactional services across different functions: HR, Finance, Commercial, Faculty, Research, Estates, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience.
About the role
The Enterprise Service Management (ESM) Lead plays a pivotal role in embedding a service-led culture across UCL, ensuring services are designed, delivered, and continually improved with customer experience at their core.
As UCL's lead for Enterprise Service Management, you will work closely with Service Owners, senior stakeholders, and delivery teams to strengthen end-to-end service management, drive organisational adoption of ESM practices, and maximise the value of MyServices, UCL's digital platform for service delivery and enquiry management.
The role will champion data-driven decision-making, helping teams use performance insights, customer feedback, and service metrics to improve efficiency, enhance customer experience, and deliver measurable improvements across the University.
About you
We're looking for an experienced Enterprise Service Management professional with a proven track record of leading service transformation, embedding service-led ways of working, and improving service delivery within large, complex organisations.
You will bring strong stakeholder engagement, influencing and analytical skills, with the ability to build trusted relationships, lead service reviews, and translate performance data and customer feedback into meaningful improvements. You'll be experienced in driving organisational adoption of ESM practices, supporting service owners, and ensuring services deliver measurable value and excellent customer experiences.
Knowledge of ITIL, end-to-end service design, service mapping, Lean Six Sigma, and enterprise service management platforms would be advantageous.
In return, you'll join a collaborative and forward-thinking environment where you'll play a key role in shaping UCL's Enterprise Service Management capability, influencing strategic service improvement, and delivering lasting organisational impact at one of the world's leading universities.
What we offer
- 41 days' holiday (27 days annual leave, 8 bank holidays, 6 closure days)
- Option to purchase 5 additional days' annual leave
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme, season ticket loan, and immigration loan
- Relocation support for eligible posts
- On-site nursery and gym
- Enhanced maternity, paternity, and adoption pay
- Staff Support Service (employee assistance programme)
- Discounted medical insurance
Our commitment to Equality, Diversity and Inclusion
As London's Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We particularly encourage applications from candidates underrepresented in UCL's workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and - for Grade 9 and 10 roles - women."
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Enterprise Service Management Lead employer: UCL
UCL School of Management is an exceptional employer that fosters a collaborative and innovative work culture, ideal for those passionate about digital communications. Located in the vibrant city of London, employees benefit from professional growth opportunities, access to cutting-edge resources, and a commitment to inclusivity and diversity. Join us to make a meaningful impact while enjoying a supportive environment that values your contributions.
