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- Tasks: Lead and optimise IT support services, ensuring top-notch user experience and incident management.
- Company: Join a diverse university with a stellar international reputation and a commitment to equality.
- Benefits: Enjoy perks like free counselling, discounts, generous leave, and professional development opportunities.
- Why this job: Make a real impact in a supportive environment that values diversity and innovation.
- Qualifications: Proven experience in IT support leadership, strong communication, and people management skills required.
- Other info: This is a fixed-term role until July 2026, perfect for those seeking impactful work.
The predicted salary is between 36700 - 44500 £ 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.
What we can offer you:
- 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 so that you can enjoy a positive work life balance
- 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. Find out more about our benefits on our website.
Find out from our staff what makes the University of Bath a great place to work on our website. Follow us @UniofBath and @UniofBathJobs on X for more information.
Principal Service Manager (Standard Support) employer: Webrecruit
Contact Detail:
Webrecruit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Service Manager (Standard Support)
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management. Understanding frameworks like ITIL can give you an edge, as this role heavily focuses on optimising service delivery and user experience.
✨Tip Number 2
Network with current employees or professionals in similar roles. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams and improved service delivery in your previous roles. Highlighting your leadership skills and successful process improvements will resonate well with the hiring team.
✨Tip Number 4
Showcase your communication skills by being clear and concise in all interactions. This role requires effective engagement with various stakeholders, so demonstrating your ability to communicate effectively is crucial.
We think you need these skills to ace Principal Service Manager (Standard Support)
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.
Craft a Compelling Cover Letter: In your cover letter, emphasise your strong people skills and your experience in managing teams. Provide examples of how you've successfully implemented process improvements and engaged with customers at various levels.
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 thoughts logically.
Highlight Flexibility and Agility: Demonstrate your ability to manage a high workload and adapt to changing priorities. Include examples from your past roles where you successfully navigated challenges and maintained service quality.
How to prepare for a job interview at Webrecruit
✨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 IT support services in the past, focusing on your leadership style and the outcomes of your initiatives.
✨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 identified areas for improvement in service delivery.
✨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 incidents or escalations effectively 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 complex IT concepts or your previous experiences in service management.
