The Roles
Information Services
Information Services (IS) is a dynamic service area with over 100 staff providing the University of Stirling’s students, staff, applicants and visitors with library, IT, media and e-learning services of the highest quality. The service is currently undergoing a number of changes, with an ambitious programme of innovation and transformation to support the aspirations of a 21st century University.
The IS Directorate will play a key role in driving change to enable the service to transform and develop, by providing effective leadership and strategic direction and promoting the core values of equipping and enabling our users and to provide excellent customer service.
Alongside the Director, there will be three new posts of Head of Customer Service, Head of Service Transformation and Head of Systems and Support Services. One of the successful post holders will also become the Deputy Director.
The Post
The role-holder will manage the operation and development of a comprehensive range of user facing library and IT services, creating a customer service centre of excellence, and will contribute to the development and implementation of the Information Strategy to deliver the University’s strategic objectives. This role will have up to five direct reports, each of whom will be a team manager of a user-facing team in Information Services.
Essential Criteria
- Educated to Degree level
- Extensive experience of a range of organisational settings, ideally within HE and ideally with significant understanding of academic library and IT needs.
- A demonstrable track record of management and leadership of teams.
- Proven interpersonal skills, including leadership and relationship building.
- Extensive experience of managing a high-volume multi-skilled customer service operation which should include experience of customer relationship management, resource and people management.
- Experience in customer-focused service provision and on influencing organisational change within a complex environment.
- Experience of establishing and maintaining effective relationships with a wide range of groups, individuals and organisations.
- Experience of working with and influencing senior management.
- Skills will include excellent oral and written communication, delegation, problem solving, project management, resource management, planning, facilitation, leading/chairing internal and external networks and performance management.
Desirable Criteria
- Experience of managing projects to deliver major change and continuous improvement.
- Experience of use of benchmarking tools and techniques to improve customer service.
The Post
The role-holder will manage the operation and development of a comprehensive range of service transformation and development services, creating a customer service centre of excellence, and will contribute to the development and implementation of the Information Strategy to deliver the University’s strategic objectives. This role will have up to five direct reports, each of whom will be a team manager of a service transformation team in Information Services.
Essential Criteria
- Educated to degree level
- Extensive experience of a range of organisational settings, ideally within HE and ideally with significant understanding of academic library and IT needs
- A demonstrable track record of management and leadership of teams/across teams
- Experience of developing and implementing policy/procedural change
- Proven experience in managing professional teams and dealing with sensitive performance and personal matters in a diplomatic and effective manner
- Strong organisational, operational planning, management and business skills
- Proven interpersonal skills, including leadership and relationship building
- Experience of managing projects to deliver major change and continuous improvement.
- Extensive experience of managing a high-volume multi-skilled customer service operation which should include experience of customer relationship management, resource and people management
- Experience in customer-focused service provision and on influencing organisational change within a complex environment
- Experience of establishing and maintaining effective relationships with a wide range of groups, individuals and organisations
- Experience of working with and influencing senior management
- Skills will include excellent oral and written communication, delegation, problem solving, project management, resource management, planning, facilitation, leading/chairing internal and external networks and performance management
Desirable Criteria
- Experience of use of benchmarking tools and techniques to improve customer service.
The Post
The role-holder will manage the operation and development of a comprehensive range of library and IT support services and systems, creating an excellent, reliable and robust infrastructure, and will contribute to the development and implementation of the Information Strategy to deliver the University’s strategic objectives. This role will have up to five direct reports, each of whom will be a team manager of a systems and support team in Information Services.
Essential Criteria
- Educated to Degree level
- Extensive experience of a range of organisational settings, ideally within HE and ideally with significant understanding of academic library and IT needs.
- A demonstrable track record of management and leadership of teams.
- Proven interpersonal skills, including leadership and relationship building.
- Extensive experience of managing complex and high quality systems and services which should include experience of customer relationship management, resource and people management.
- Experience of managing highly technically focussed, specialist teams and services.
- Experience in customer-focused service provision and on influencing organisational change within a complex environment.
- Experience of establishing and maintaining effective relationships with a wide range of groups, individuals and organisations.
- Ideally, experience of managing projects to deliver major change and continuous improvement.
- Experience of working with and influencing senior management.
- Skills will include excellent oral and written communication, delegation, problem solving, project management, resource management, planning, facilitation, leading/chairing internal and external networks and performance management.
Desirable Criteria
- Experience of managing projects to deliver major change and continuous improvement.
- Experience of use of benchmarking tools and techniques to improve system performance and customer service.
Please note that the full terms and conditions for the roles can be found by downloading the document below: