BIMM University
Head of Technology Services & Support
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At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.
About the Role
As Head of Technology Services & Support, you will lead the delivery and evolution of technology support services across BIMM University.
Working closely with colleagues across Technology, academic departments and professional services, you will help shape how students and staff interact with technology throughout their university experience. This role combines strategic leadership with operational oversight, ensuring our support services are effective, accessible and aligned with the needs of teaching, learning and business operations.
You will play a key role in developing a modern, insight-led support function, bringing together service management, digital adoption, classroom technology, user engagement and emerging technologies to create a consistent experience across the University.
What You'll Do
- Lead Technology Services & Support across BIMM 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 the University's support operations, including service performance, governance, prioritisation, escalation routes and knowledge management.
- Develop and embed a support model that effectively 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 decision-making and shape future priorities.
- Lead initiatives that strengthen digital confidence and encourage effective use of technology across the University community.
- Champion the use of 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 point of escalation for significant support issues, ensuring clear communication and timely resolution.
- Contribute to technology strategy, workforce planning, investment decisions and organisational change programmes.
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What You'll Bring
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- 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.
- A strong understanding of service management principles and experience operating within ITIL-aligned environments.
- A track record of improving technology services through the 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 both 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.
The postholder will be based within a commutable distance of one of BIMM University’s seven UK campuses (Brighton, London, Essex, Bristol, Birmingham, Manchester or Leeds)
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