Director of Customer Experience

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2363523JFInterview Date: 14th and 15th AugustReporting directly into the CIO & Executive Director of iSolutions, the Director of Customer Experience is responsible for the leadership and management of the IT Customer Support Directorate comprising c.105 staff. This role ensures that IT delivers outstanding day to day IT support to our University community and has responsibility for a significant project portfolio, driving IT transformation in support of the University strategy.You will be an ambitious and inspirational leader with the ability to successfully lead and grow a diverse organisation across a broad spectrum of activities. You will need to evidence significant experience of having developed customer service teams and management of IT project portfolios as well as well honed stakeholder managementYou will have a commitment to equality, diversity and inclusion and a passion for the personal and professional development of staff.Experience within a higher education institution is not a pre-requisite and we welcome applicants from all industry sectors. What is important is the desire to build and lead a best in class Customer Service and Project team.Overview Of The Role – Key Accountabilities.Lead and direct the Customer Service Support organisation; approximately 105 staff, and a budget of £10M across the Project Management Office (PMO); Service Support; Strategic Business Partner; Business Performance Management and Continuous Improvement; and Print Centre teams to deliver day-to-day operational IT services.Responsible for the delivery of excellent service standards and high levels of customer satisfaction, providing evidence of sustained improvements in delivery across all services. Lead and engage with key stakeholders to deliver continuous improvement of IT Customer Service support services focused on the staff and student experience.You will deliver and contribute to the achievement of the University strategy and related strategic plans.This post is offered on a full time, permanent basis. This role is primarily based at our Southampton Campus, 1 Guildhall Square, but regular travel to our other campuses will be required.For an informal discussion about this post, please contact Mal Allerton, Executive Director of iSolutions on +447557136143Working At The University Of SouthamptonCheck out the staff benefits and why you should join us at The University of Southampton!We believe equality, diversity and inclusion are fundamental to making the University of Southampton a welcoming, vibrant and successful organisation. Having a diverse workforce, inclusive of people of all ages and beliefs, from different racial backgrounds, educational and social backgrounds opens up a wealth of possibilities, makes us more creative and accelerates our impact on society. We welcome applicants that value diversity of our community and are willing to play their part in supporting the mission of inclusivity.