Position Details
IT Services
Location: University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £47,389 to £56,535 with potential progression once in post to £63,606
Grade: 8
Full Time, Permanent
Closing date: 7th July 2026
Our offer to you
People are at the heart of what we are and do.
The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.
We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.
We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.
The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.
Find out more about the benefits of working for the University of Birmingham
Role Summary
As demand for technology enabled change and services grows in the University, it is essential that IT Services (ITS) maintains high quality relationships and dialogue with key stakeholders to ensure that the right overall outcomes are being achieved and that ITS remains focused on delivering value and service:
- The post holder will work closely with the colleagues in IT Services and Professional Services in the identification and implementation of digital services in support of the University Strategic framework, integrating central services and introducing local services as needed. They will take a lead and act as the initial contact for the scoping, realisation and delivery of new projects and services.
- The post holder will establish themselves as a trusted advisor to senior stakeholders so that they are able to understand and align with key technology related strategies and appreciate opportunities to exploit technology capabilities and innovation.
- The post holder will act as a point of escalation for performance issues and will ensure that stakeholders understand how ITS is addressing their requirements or achieving resolution of any issues.
- The post holder will contribute to the IT Services strategic roadmaps which capture the University’s IT demand and Digital strategy ambitions to shape it into a workable and deliverable recurring 12 month plan.
Main Duties
Relationship Management
- Developing effective insight into stakeholder ‘world’ so the post holder can undertake effective customer advocacy.
- Undertake effective customer advocacy to ensure IT Services makes informed decisions that facilitate the right overall outcomes of the University.
- Actively monitoring and addressing the quality of the relationship with key stakeholders, (through effective performance indicators and related management information).
- Actively managing the actions being undertaken of / in relation to key stakeholders.
Stakeholder Management
- Undertaking effective ITS advocacy to ensure that stakeholders are aligned to University technology strategy, policies and standards.
- Promotion of technology capabilities/innovation opportunities to enable improvements for stakeholders.
- Develop short and medium term plans for service improvements and service standardisation with reference to College, University and IT Services strategic objectives.
- On occasion, lead cross-University projects involving staff from other teams within ITS and other budget centres, following IT Services standard project management techniques to achieve the agreed objectives.
Demand Management
- Identifying and validating new demand for technology-related change or services and shaping in a way that effectively aligns it with technology strategy, value for money considerations, security, and wider University strategy/policy.
- Refining and articulating demand (through the Business Analysts), to enable IT Services colleagues to determine and deliver appropriate solutions.
- Actively manage the pipeline of demand to keep it aligned to IT Services capacity and effectively manage stakeholder expectations.
- Maintaining a good understanding of IT Services best practice in solutions architecture, project management and service management for promotion to University stakeholders.
Miscellaneous Duties
- Deputising for the Head of IT Customer Engagement when required.
- To undertake such other duties as may be required from time to time in furtherance of the work of IT Services.
Required Knowledge, Skills, Qualifications, Experience
Qualifications, Knowledge and Experience
- Educated to degree level preferably in an IT related discipline or with equivalent experience.
- Significant experience of working with technology stakeholders in a Business Partner / Account Management / Client Management or Consultancy capacity.
- Solid understanding of technology and IT strategy.
- Experience of delivering change through a structured methodology, such as PRINCE2, MSP, or equivalent.
- Basic understanding of IT Service Management (ITIL).
- Some experience of using structured tools and techniques to articulate and shape demand, e.g. Business Analysis, Lean, Six Sigma, Agile discovery, etc.
Skills, Abilities and Competencies
- Demonstrably strong relationship management skills and ability to exhibit confidence in your professional ability to operate effectively at the most senior levels in the institution.
- Excellent customer focus with a passion for thinking from the customer perspective and an ability to understand customer drivers, goals and priorities and translate them into high quality insight.
- An excellent ability to communicate to technical and non-technical audiences.
- Highly developed planning skills, able to manage time, resources and deliver reliably to deadlines. Must also be adaptable and flexible, and able to adjust quickly to new situations and changing priorities.
Excellent team player and able to effectively lead virtual teams.
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Informal enquiries to Tara Lamplough, email: [email protected]
View our staff values and behaviours here
We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy . You can find out more about our work to create a fairer university for everyone on our website .
