Head of Technology Services and Support

Salary: £55,000 - 55,000 per year

Requirements:

• Significant experience leading IT support or service delivery functions within a complex, multi-site environment.
• Experience developing high-performing teams and fostering a culture of quality, accountability and continuous improvement.
• Strong understanding of service management principles and experience operating within ITIL-aligned environments.
• Track record of improving technology services through effective use of user insight, performance data and operational metrics.
• Strong stakeholder management skills, with the ability to build trusted relationships and translate organisational needs into effective solutions.
• Experience managing suppliers, outsourced services and commercial partnerships.
• Excellent communication and influencing skills, with the ability to engage confidently with technical and non-technical audiences.
• Knowledge of modern technology support approaches, including automation, digital adoption tools and AI-assisted services.
• Strong organisational skills, with the ability to balance strategic priorities and operational demands.
• Must be based within a commutable distance of one of our seven UK campuses: Brighton, London, Essex, Bristol, Birmingham, Manchester or Leeds.

Responsibilities:

• Lead Technology Services & Support across our University, ensuring a high-quality and consistent experience across all campuses.
• Provide direction, coaching and support to managers and specialist teams, fostering a collaborative and accountable culture.
• Oversee support operations, including service performance, governance, prioritisation, escalation routes and knowledge management.
• Develop and embed a support model that balances remote assistance, regional on-site provision and specialist expertise.
• Ensure teaching spaces, classroom technology, AV systems and end-user devices are reliable and responsive to academic and operational requirements.
• Use feedback, service data and performance measures to identify challenges, inform decisions and shape future priorities.
• Lead initiatives that strengthen digital confidence and encourage effective use of technology across our University community.
• Champion self-service tools, automation and AI-enabled solutions to improve accessibility, efficiency and support outcomes.
• Ensure new technologies are introduced with appropriate documentation, training, communications and operational readiness arrangements.
• Manage relationships with suppliers and external partners to maintain quality, value for money and effective service delivery.
• Act as a senior escalation point for significant support issues, ensuring clear communication and timely resolution.
• Contribute to technology strategy, workforce planning, investment decisions and organisational change programmes.

Technologies:

• AI
• Support
• ITIL

More:

We are BIMM University, a vibrant community dedicated to nurturing creativity and empowering students. With campuses across the UK, Ireland and Germany, we offer courses in modern music, performing arts, filmmaking and creative technology. This Head of Technology Services & Support role leads the delivery and evolution of technology support across our University. The salary is £49,920–£57,000 per annum. We are a values-led organisation guided by Believe in Everyone, Challenge the Norm, Grow Together, Do The Right Thing and Own It. We offer 25 days holiday per year (FTE), a SMART pension and a comprehensive benefits package. We strive to create an inclusive culture that represents our diverse communities and particularly welcome applications from people of colour, who are underrepresented in our organisation. We are committed to student safety and welfare; successful applicants must complete a basic DBS disclosure, and an enhanced check or enhanced check with barred list may be required depending on the role, statute and internal policy.

last updated 39 week of 2026