Lancaster University
Service Support Manager (ITSM) - 0630-26
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Service Support Manager (ITSM)
ISS - Service Management & Delivery
Location: Bailrigg, Lancaster, UK
Salary: £39,906 to £46,049 (Full-Time/Indefinite)
Closing Date: Saturday 01 August 2026
Interview Date: To be confirmed
Reference: 0630-26
Please note: this job is only available to current employees of Lancaster University
Information Systems Services (ISS) is seeking a Service Support Manager (ITSM) to join our Service Management and Delivery Section (SMD). This is an exciting opportunity to play a key role in shaping and enhancing IT service delivery across the University, supporting staff, students, and visitors through high-quality, customer-centric services.
As Service Support Manager, you will be responsible for the quality, reliability, and effectiveness of IT services within your area, leading the delivery and continual improvement of key IT Service Management processes including Incident, Request, Change, Problem, and Knowledge Management.
- Oversee service performance
- Work collaboratively across ISS, Professional Services, and external suppliers to ensure issues are resolved effectively and opportunities for service enhancement are identified and delivered
The role also includes responsibility for:
- Service communications
- User-facing knowledge resources
- Software catalogue management
- Supplier engagement
- Contributing to budget management and service planning activities
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The role is primarily based on the Lancaster University Bailrigg campus, with flexible hybrid working options to support a positive work-life balance. We would expect a minimum of 2 days a week in the office, working flexibly to adapt to the needs of the role.
About You
We are looking for a proactive and experienced IT professional who can combine strong service management expertise with excellent people and communication skills.
Why Join Us?
If you are passionate about delivering outstanding IT services and have the leadership skills to drive continual improvement, we would love to hear from you.
We are committed to creating a supportive, inclusive, and collaborative community. We work together to deliver positive change and provide an outstanding experience for our students and staff.
Lancaster University’s beautiful Bailrigg campus offers an exceptional working environment, combining a vibrant and diverse community with stunning green parkland and landscaped surroundings. Staff benefit from a wide range of on-campus facilities, including a sports centre, cafés, shops, a library, post office, pre-school, and multi-faith centre. There are also numerous staff networks, clubs, and social groups, providing plenty of opportunities to connect with colleagues and become part of our welcoming community. Learn more about our employee benefits on the Lancaster University Jobs website.
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Applications
Please use your application to provide evidence of your experience aligning to the person specification and Job description. Apply at the link below and please include a CV and covering letter.
Applicants wishing to consider the Skilled Worker Route should ensure they meet the points requirement before applying. Further information can be found on the UK Visas and Immigration website.
Further Details
- Job Description
- Person Specification
Please note: unless specified otherwise in the advert, all advertised roles are UK based.
Find out what it's like to work at Lancaster University, including information on our wide range of employee benefits, support networks, and our policies and facilities for a family-friendly workplace.
The University recognises and celebrates good employment practice undertaken to address all inequality in higher education whilst promoting the importance and wellbeing for all our colleagues.
We warmly welcome applicants from all sections of the community regardless of their age, religion, gender identity or expression, race, disability, or sexual orientation, and are committed to promoting diversity and equality of opportunity.
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