Head of IT Service Management & Experience

Responsibilities

• Own the end-to-end strategy, performance, and cost of the Service Management & Experience capability
• Lead Service Desk operations across all channels, improving resolution times and user satisfaction
• Manage the support experience using Experience-Level Agreements (XLAs) and sentiment data
• Deliver and maintain reliable audiovisual and classroom technology across campus
• Oversee student computing labs, including capacity planning and lifecycle refreshes
• Manage IT asset management for the end-user estate from intake to secure disposal
• Govern core service management processes including incident, request, problem, and change enablement
• Lead AI-enabled transformation to automate triage, knowledge surfacing, and fulfillment
• Manage and coach the Service Desk, AV, and labs teams
• Govern managed-service and specialist-vendor relationships

Requirements

• Minimum of a Bachelor's degree in Information Technology, Computer Science, or a related discipline
• At least 10 years of progressive IT service-delivery experience, with 5+ years in senior management
• Proven experience leading IT Service Desks in higher-education or research-intensive environments
• Strong grounding in ITIL 4 service management practices
• Hands-on experience with enterprise ITSM platforms and performance reporting
• Experience managing AV/classroom technology and computing-lab estates
• Track record of using KPI/SLA frameworks to drive data-driven service improvements
• Strong stakeholder management and coaching skills