This role is a new post within IT Services which will take charge of the procurement, packaging, delivery, and lifecycle maintenance of applications used throughout the University. The role will greatly enhance the current offerings of the service and as the Service Owner, you will lead a team to ensure SLAs are met and continual service improvement identified and implemented.
This will include becoming Service Owner for existing Application and OS delivery/management technology and services, ensuring that the potential user base of 50,000+ users receive excellent levels of service.
The post holder will champion the service across campus which will involve business case writing, selling the benefits of the service(s) and guidance on procurement/investigation/recommendation of new technology to senior management.
This is a strategic role which requires strong technical knowledge and project management skills to plan and drive forward the adoption of technology to end users, enhancing productivity, accessibility, security, and high-quality end user experiences by all university users.
SERVICE OWNER FOR ‘APPLICATION VIRTUALIZATION’
• The post holder will be the service owner for the Application Virtualization and related technologies, these include AppsAnyWhere (Application Packaging, licensing & delivery), Microsoft Endpoint Manager (OS and Application delivery), JAMF Pro (Management), Endpoint protection (McAfee, Malwarebytes, WSUS). These services currently support over 50,000+ students and staff, including remote sites
• The role of service owner comprises of:
• Take ownership of Application and OS management across the organisation, proactively enhancing the current service offerings and taking the lead on projects and investigations to adopt required enterprise solutions.
• Being a point of escalation for major incidents. The services which sit under OS and Application deployment such as Microsoft Endpoint Manager, rank highly in the list of top services in IT Services. Major incidents will be raised when service outages occur, and the post holder will need to be able to work and lead under a high-pressure situation.
• Create and own Change and Problem records to manage the running of the service. This will involve attending Change Advisory Board (CAB) to present system changes and review the impact and risk of proposed changes. senior management and Problem Resolution Board (PRB) to explain existing issues with the service. Attend Problem Review Board (PRB) and Problem meetings to set priorities and agree actions with senior management.
• Ensure that all documentation relating to Application and device management are in place and accurate. These services are used throughout the university by staff and students, knowledgebase articles must be maintained, and important changes/enhancements/disruptions communicated appropriately to users at all levels in good time.
• Meeting service level and organisational level agreements. The post holder will create key performance targets and indicators to measure the success of the service(s) and hold regular service performance reviews with key stakeholders.
SUPPLIER RELATIONSHIP MANAGEMENT
• The post holder will be the main liaison for suppliers of services and technology.
• Be the key contact for the various external suppliers.
• Ensuring that all external incidents and problems and followed up and fulfilled with the suppliers.
• Evaluate new suppliers, features, and changes to the service as necessary.
• Create, monitor, and report on organisational level agreements, ensuring they are achieved.
APPLICATION MANAGEMENT AND DELIVERY
• AppsAnyWhere will be the primary Application delivery technology for staff and students, enabling access to approved applications anywhere and on any device. Microsoft Endpoint Manager also provides application delivery and maintenance and will be used alongside AppsAnyWhere for some software titles. The post holder will be key to this process and will lead projects throughout including planning, design, building, testing, deployment, and migration of the solutions.
• Application availability and their uses are critical to all business and teaching activities throughout the university. The Service Owner will be working and consulting with several teams within IT Services and liaising with key academic and professional services staff.
• Applications will be delivered in various guises (Virtualised (thin), Full install (fat), Remote Desktop, Mobile Apps, Microsoft Store for Education. The Service Owner and their team will be responsible for all application lifecycle management, licensing, auditing & monitoring and involved in procurement activities.
OPERATING SYSTEMS DEPLOYMENT AND MANAGEMENT
• The post holder will be responsible for management, security and updating of client desktop operating systems (Windows, MacOS, Linux, iOS, iPadOS and Android). This will involve the creation and deployment of OS images in line with IT Security best practices and NCSC best practices
• The Team will be responsible for maintenance and security of technology used to deliver operating systems, these will include Microsoft Endpoint Manager, JAMF Pro, WSUS, Windows Autopilot, Microsoft Intune.
• The Service Owner will be responsible for the lifecycle of Operating Systems, ensuring they are running on supported OS versions and developing plans to ensure required upgrades are carried out with good planning, in good time and with minimum disruption for users. This will involve significant co-ordination and communications with Colleges and remote sites.
SERVICE ENHANCEMENT (CSIP)
• The post holder will continually evaluate the current service offerings, recognising where improvement is required and taking appropriate action to bring about positive change and enhancement for users. Vendors are continually releasing new features and technology is always evolving. The Service Owner will be expected to stay abreast of technology and consult with senior stakeholders when improvements is identified and required.
• The post holder will approval and lead in rolling out enhancements and new features. This will involve creating business cases, presenting options, and communicating the changes across the University.
MANAGING TEAM RESOURCES
• The role will be required to effectively manage the team workload through effective resource planning and production of accurate timelines for work, updating the in-situ Demand Management system as required.
• The role will define how the team supports all phases of the service lifecycle and will ensure that best practices are followed for service design and delivery.
• Review staff capabilities ensuring that staff receive appropriate training to undertake their duties and are motivated and challenged to reach their maximum potential.
To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.
• In depth knowledge of Application Packaging & Delivery Technologies
o Microsoft Endpoint Configuration Manager (SCCM)
o Microsoft Remote Desktop
o Windows Updates and Endpoint Protection
• In depth Knowledge of OS Deployment technologies
o Microsoft Endpoint Configuration Manager (SCCM)
o Microsoft Deployment Toolkit
o JAMF Pro
• A clear understanding of Active Directory Services – domain services, synchronisation, group policy, etc.
• A detailed and demonstrable understanding of ITIL Service Management/Service Delivery best practices, processes and procedures is a necessity.
• A broad technical background in IT, covering Windows client/server, business continuity and Information security.
• Knowledge of Higher Education in general and its environment.
• Knowledge of project management methodologies and terminology.
• A strong customer service orientation, clearly identifying user requirements and demonstrating the ability to negotiate, influence and resolve conflict with both internal and external customers where appropriate.
• Excellent communication skills, both written and verbal with both internal and external users demonstrating ability to
o Communicate confidently at senior levels within the organisation.
o Express ideas coherently through a variety of media to large audiences.
o Motivate staff and provide clear direction with respect to requirements and expectations.
o Create business cases and service delivery documentation.
o Evangelise the Office 365 platform.
• The ability to contribute to strategic development and proactively identify areas for improvement.
• The ability to effectively plan, prioritise and schedule workloads in the face of conflicting demands.
• Formal education to degree level or equivalent relevant significant experience.
• ITIL qualifications would be highly desirable and a computing related certification e.g., MCP/MCSE or other industry recognised IT qualifications would be advantageous.
• Experience of working with enterprise application and OS delivery technology.
• A significant amount of experience in a large scale, complex computing environment, including day to day operational service delivery management expertise or Service Desk management.
• Demonstrable experience in managing a multidisciplinary IT support team and/or leading activity within teams to ensure the successful delivery of small and medium scale IT projects.
• Experience or exposure to project management methodologies (such as PRINCE or APM) would be advantageous.
• Experience or exposure of continuous service/process improvement approaches (such as LEAN) would be advantageous.
Informal enquiries to Ian Marsden -email@example.com
Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.