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Service Development Manager

Service Design & Delivery

London, Guy's Campus

Overview

  • Posted on: 09th Feb 2021
  • Salary: Service Development Manager
  • REF: 015484
  • Closes: 28th February 2021
  • Contract Type: Permanent
  • Hours: Full Time

Job description

As Service Development Manager you will be part of a small team working with colleagues throughout Libraries & Collections at King’s College London to drive continual improvement and development in our services.

Our Library Evolution vision is driving significant service development only accelerated by the need to respond to the global pandemic. With King’s working to ambitious Education and Research Strategies we have big projects lined up to fittingly transform our services, our resources and our spaces.

Analysing user feedback and examining service performance you will develop a deep understanding of the needs and views of our users across the university and our King’s Health Partner Trusts. Combining this stakeholder insight with evidence from external sources you will lead on and contribute to projects to design and implement services that enhance user experience.

You will be engaged in the creation and promotion of tools and frameworks to support Libraries & Collections in the delivery of service design and development making us more effective and consistent in our delivery of improvement.

You will need to be comfortable leading projects and using your communication skills to influence / share complex information across all our teams and user groups.

You will report to the Head of Clinical Library Services. The post does not currently have line management responsibility but as one of our Managers you may be called on to do so within our matrix structure.

Your ‘home library’ is likely to be the Maughan Library on Chancery Lane but cross-site working is required and will sometimes occur at short notice.

Regular working pattern is Mon-Fri 09:30-17:30 but due to service requirements, regular evening and weekend working is required.

This post will be offered on a full-time indefinite contract.

Key responsibilities

  • Lead on and contribute to the development of new services and activities around service improvement
  • Ensure the development of consistent high quality services incorporating local nuance
  • Analyse stakeholder and user insight to identify trends and opportunities for service development
  • Support effective communication of the changing services to stakeholders.

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience

Essential criteria

  • Educated to first degree level or suitably qualified by experience
  • Ability to present complex information to a range of different audiences
  • Experience in positively and proactively resolving a range of problems
  • Experience of supervising or managing projects and/or service improvements
  • Proactive, responsive and flexible approach to work
  • Ability to work independently in a fast-changing environment
  • Ability to work effectively and proactively with other teams and stakeholders
  • Experience of providing inclusive services and a commitment to parity of experience
  • Experience of initiating ideas and influencing service innovation
  • Commitment to the provision of a high-quality service
  • Demonstrable commitment to King’s Principles in Action

Desirable criteria

  • Professionally accredited library / information post graduate qualification or suitably qualified by experience
  • Understanding of the current and future challenges facing academic libraries in research-intensive universities
  • Experience of supporting teams through change

Further information

To apply, please register with the King’s College London application portal and complete your application online.

You must submit a personal statement as a supporting document explaining why you are applying for the post and indicate how your skills, past achievements, qualifications, experience and personal qualities match with our person specification and the contribution you expect to make if appointed.

The deadline for applications is midnight 28 Feb 2021

Interviews are expected to take place via Teams 12th March and will include a panel interview and an assessment.

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