About the Role

Are you a dynamic leader with a passion for delivering exceptional IT support services? We're seeking a Service Centre Manager to lead our front-line support team within the Digital Workplace Experience (DWX) group. This pivotal role ensures the delivery of high-quality, face-to-face and omni-channel support to our internal community, acting as a key escalation point and championing continuous improvement across Service Centre operations.

Key Responsibilities

• Leadership & Team Development: Mentor and coach a high-performing team, aligning priorities with IT strategy and fostering a culture of innovation, empowerment, and continuous improvement.
• Operational Excellence: Manage day-to-day Service Centre operations, ensuring efficient incident resolution, request fulfillment, and compliance with IT standards and policies.
• Customer Experience: Drive customer satisfaction through proactive relationship management, feedback analysis, and service enhancements.
• Reporting & Analysis: Deliver reliable forecasts, trend reports, and performance insights to support strategic decision-making.
• Continuous Improvement: Benchmark against industry best practices, lead quality reviews, and implement service efficiency improvements.
• Stakeholder Engagement: Collaborate with internal and external stakeholders, vendors, and senior leaders to ensure seamless service delivery and alignment with business needs.

About You

To be successful in this role, you will have:

• Postgraduate qualifications (or progress towards) in IT or a related field, or equivalent experience.
• Proven experience managing IT support operations and leading high-performing teams.
• Strong analytical skills with experience in forecasting, budgeting, and data-driven decision-making.
• Expertise in vendor and contract management.
• Exceptional communication and stakeholder engagement skills.
• A track record of driving service excellence and operational improvements.

Why Join Us?

This is an opportunity to be part of a forward-thinking IT team that values adaptability, modern practices, and delivering best-in-class service to a diverse and engaged community. You'll play a key role in shaping the future of digital workplace support and making a meaningful impact.

• Access to cutting-edge technology and modern workplace tools
• Supportive and inclusive team culture
• The university promotes diversity, and supports career development

Please click to apply or contact Merryn on (03)96299999 for more information.

Dixon Appointments values diversity and inclusion and is committed to providing a safe, inclusive and barrier-free recruitment experience. Please indicate your preferred method of communication in your application, and please let us know if you require any adjustments when dealing with us.

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