Services Manager (Portal Services)

Grade UE07: £41,064 - £48,822 per annum

Information Services Group (ISG) / Learning, Teaching and Web Services (LTW) / Website and Communications (WAC)

Full-time: 35 hours per week

Fixed-term contract: for 2 years

Where passion meets purpose. Be part of something bigger.

At the University of Edinburgh, you can continue to make a difference in everything around you. Take on new challenges, grow your career, be recognised for your contributions, and benefit from our commitment to your wellbeing. Be part of something bigger — where your work has real impact and your development matters. There are so many reasons to take your next step with us.

The Opportunity:

We have an excellent opportunity for a Service Manager to join the Portal Services team and help manage and deliver our services, including the University's Web Portal, MyEd. You will work closely with colleagues across the University to ensure an excellent, accessible user experience for the students, staff, and applicants who rely on our services.

MyEd sees nearly 0.5 million visits per month and is an essential tool for the University community. You'll be responsible for looking after our services and making sure they are running as required.

But keeping things running is only part of the role. Our services need to grow and evolve to continue meeting the needs of our users and the University. You'll work with colleagues across the University to explore how we can help them and their users. You'll carry out user research to make sure we understand how people use our services and what they actually need. You'll also help with designing, testing and implementing new features and functionality. And you'll help us plan for the future and develop our roadmap.

What the job involves:

• Responsible for routine operations, updates and management, ensuring that our services are reliable and robust. You’ll provide second level support, and pro-actively manage incidents and problems. You’ll also look after routine monitoring and reporting.
• Developing and maintaining policies, procedures and compliance information around the use of Portal services.
• Carry out user research, gather user and business requirements, and provide business analysis and support to ensure our services meet the needs of our users. Participate in feature design and lead on quality assurance, including accessibility and usability.
• Engage with schools, colleges and support departments to raise awareness of our services, and provide training and support materials for our users.

We’re looking for someone with:

• Experience of managing an IT service, with great problem solving and analytical skills. Our services are used by thousands of people every day, so they need to be reliable. And when things do go wrong, it’s important that we resolve problems as soon as possible, with minimal disruption.
• Enthusiasm for making things better for our users. You’ll be working with our stakeholders and carrying out research with users to help us identify the changes and improvements that are needed, and then helping design, test and implement these.
• Excellent communication skills. Whether it’s updating content in the portal, crafting effective notifications, producing presentations and reports, or just talking to users, colleagues and stakeholders, you’ll need to have excellent written and spoken communication skills, and be confident working with different audiences.
• Good technical skills. You don’t need to be a computing graduate, and this isn’t a developer role, but you do need experience of working with web-based systems. You’ll need to be comfortable writing simple html and css. Knowledge of other web technologies, or working with databases that will be useful, but it’s not essential, as long as you’re confident in your ability to learn new skills as needed.