Director of IT Services & AI

Job description

Service: IT, AV & Technical Resources

Full time, 1.0FTE

Closing date: Monday 21st September 2026

Interview date: Wednesday 14th October (In-Person)

To ensure your application form does not corrupt, please do not include any umlauts, accents or other diacritical marks within your application form.

Job Description

Job Description

Job title: Director of IT Services and AI

Reports to: Chief Information Officer

Responsible for: Infrastructure and operations digital products and service management

Service: IT, AV and Technical Resources

Grade: RS03

Main purpose of the job: The Director of IT Services & AI is responsible for providing strategic and operational leadership for the

University's technology services, ensuring the delivery of secure, reliable, customer-focused and financially

sustainable digital services that support the University's teaching, research, student experience and corporate

objectives. The role leads the operation and continuous improvement of IT services, service management,

infrastructure, supplier and contract management, operational resilience and the adoption of artificial

intelligence technologies, ensuring that digital and AI capabilities are governed effectively and deliver

measurable value to students, staff and the wider institution. The post holder acts as the senior operational

lead for Digital Services, translating the University's Digital, Data and Technology Strategy into effective

service delivery, operational excellence and sustainable organisational change.

Main duties and responsibilities: 1. Lead the operational delivery of technology services, including service desk, end-user computing,

infrastructure, networks, cloud services, enterprise systems support and operational resilience

activities.

2. Develop and embed service management best practice, including incident, problem, change, request,

asset and configuration management processes, improving service quality and customer experience.

3. Drive continuous service improvement, establishing performance measures, service reporting,

customer feedback mechanisms and improvement plans to enhance service effectiveness and value.

4. Manage operational technology risk, ensuring infrastructure, service continuity, supplier, cyber and

operational risks are identified, controlled, reported and mitigated appropriately.

5. Oversee the University's AI-enabled operational services, ensuring that AI tools, agents and

automation solutions are deployed safely, governed appropriately and deliver measurable benefits for

students and staff.

6. Establish effective governance, reporting and assurance arrangements by embedding the University's

Digital Governance Framework providing senior leadership with clear information on service

performance, risk, compliance, investment and delivery activity.

7. Act as a senior advisor to the CIO, providing expert advice on operational capability, service

performance, digital delivery, AI adoption, investment priorities and organisational risk.

8. Champion innovation, automation and digital transformation, identifying opportunities to improve

efficiency, user experience and organisational effectiveness through technology and AI.

9. Provide leadership for supplier, contract and vendor management, ensuring effective procurement,

contract performance, commercial management and value for money across the University's

technology portfolio.

10. Support the development and delivery of the University's Digital, Data and Technology Strategy,

translating strategic objectives into operational plans, service improvements and measurable

outcomes.

11. Provide senior leadership to the IT operational estate, including direct line management and

leadership of teams within the reporting line. Set clear objectives, allocate resources, develop

capability, manage performance, support wellbeing and create an inclusive, collaborative and high-

performing team culture.

12. Develop and lead high-performing teams, establishing clear objectives, effective organisational

structures, workforce planning, performance management and professional development

arrangements

13. Manage IT budgets and resources, ensuring effective prioritisation, value for money, financial control

and alignment with institutional priorities. Work with the Chief Information Officer to inform annual

budget planning, identify investment requirements and ensure communications activity is delivered

within agreed financial parameters.

14. Build and maintain influential internal and external networks, representing IT Services and AI in

institutional governance groups, sector forums and strategic supplier relationships. Use these

networks to shape service priorities, resolve complex issues, influence decision-making and bring

external insight into the University's digital and AI service development.

15. Analyse complex operational, financial, technical, service performance and risk information from

multiple sources, identify trends and root causes, and develop evidence-based recommendations for

service improvement, investment decisions and organisational change. 16. To undertake any other requirements commensurate with the seniority of the post/as required by the

head of department

Person Specification The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria.

Requirements E/D Criteria

Education and Qualifications

Essential

• Degree or equivalent professional qualification in Information

Technology, Computer Science, Digital Services, Business Information

Systems, Management or a related discipline.

• Evidence of continuing professional development in digital

technologies, leadership, service management or organisational

transformation.

• Evidence of senior leadership development and management training.

• Professional qualification or significant practical experience in one or

more relevant disciplines such as: IT Service Management (ITIL);

Programme or Project Management (e.g. PRINCE2, MSP, Agile);

Technology Operations; Digital Transformation; Information Security;

Cloud Technologies

Desirable • Master's degree in a relevant discipline. • AI, Data Analytics, Cloud Architecture or Cyber Security certifications. • Formal leadership qualification.

Knowledge and skills

Essential

• Extensive knowledge of modern IT service delivery, operations and support functions.

• Strong understanding of IT Service Management disciplines including incident, problem, change, asset, configuration and service request management.

• Sound knowledge of enterprise infrastructure, cloud services, networks, identity management, end-user computing and operational resilience.

• Strong understanding of cyber security principles, operational risk management and technology governance.

• Knowledge of supplier and contract management practices, including service level management and commercial governance.

• Understanding of Artificial Intelligence technologies, automation, digital assistants and emerging technologies and their application within large organisations.

• Ability to translate strategic objectives into practical operational delivery plans.

• Strong analytical and problem-solving skills with the ability to evaluate complex operational issues and develop effective solutions.

• Financial and commercial awareness, including budgeting, business case development and benefits realisation.

• Ability to use performance metrics, data and evidence to inform decision making and drive improvement.

• Strong customer-focused approach and commitment to service excellence.

• Ability to work effectively under pressure and manage multiple priorities.

Desirable

• Knowledge of higher education technology environments and associated regulatory requirements.

• Knowledge of Microsoft 365, Azure, AI-enabled productivity platforms and enterprise service management technologies.

• Understanding of digital product management approaches. • Knowledge of organisational design, workforce planning and

operating model development. • Experience of implementing AI governance or responsible AI

frameworks.

Work experience Essential

• Significant senior-level experience leading technology operations, service delivery and operational transformation within a complex organisation, with accountability for service performance, risk, resources and measurable outcomes.

• Experience of using service performance data, benchmarking, research, risk analysis and user insight to shape digital service strategy, improve operational delivery and support senior-level decision-making.

• Experience of leading and improving customer-focused IT services across multiple technology domains.

• Demonstrable experience of developing and implementing service improvement initiatives that deliver measurable operational benefits.

• Experience of managing technology suppliers, outsourced services and strategic vendor relationships.

• Experience of managing operational risk, service continuity and resilience processes.

• Experience of leading organisational change, transformation and technology-enabled improvement programmes.

• Experience of managing significant operational budgets and ensuring value for money.

• Experience of presenting complex technology matters to senior executives, boards and governance groups.

• Experience of establishing performance measures, service reporting and assurance frameworks

Desirable

• Experience within the higher education sector or another large, complex, public-sector organisation.

• Experience of implementing Artificial Intelligence solutions, automation technologies or digital assistants at scale.

• Experience of operating within a regulated environment. • Experience of managing cloud-first technology services and modern

workplace platforms. • Experience of implementing outsourced support or Device-as-a-

Service (DaaS) operating models.

Managerial Skills

Essential

• Proven ability to lead, motivate and develop multidisciplinary technology teams.

• Strong strategic leadership skills with the ability to align operational delivery with organisational objectives.

• Ability to establish clear priorities, allocate resources effectively and manage competing demands.

• Experience of setting objectives, monitoring performance and managing accountability across teams.

• Evidence of creating a positive, inclusive and high-performing culture. • Ability to manage organisational change and support staff through

periods of transformation. • Experience of workforce planning, succession planning and capability

development. • Strong financial planning, budget management and commercial

decision-making skills, including the ability to prioritise resources, assess value for money and support investment decisions in line with organisational priorities.

Desirable

• Experience of leading managers and multiple operational teams through a period of significant organisational change.

• Experience of redesigning services, operating models or organisational structures.

• Experience of coaching and mentoring senior managers and technical specialists.

Communication skills

Essential

• Excellent written and Verbal communication skills with the ability to produce reports, business cases, papers and presentations for executive and board-level audiences.

• Ability to communicate complex technical concepts in a clear and accessible manner to non-technical audiences.

• Strong influencing and negotiation skills. • Ability to build productive relationships with senior stakeholders,

governance groups, service leaders, suppliers and colleagues at all levels of the organisation, using influence and professional credibility to secure alignment and delivery.

• Ability to challenge constructively and provide professional advice and assurance.

Desirable

• Experience of leading institutional communications relating to technology, digital change or organisational transformation.

• Experience of representing an organisation externally with sector bodies, suppliers or strategic partners.

Other requirements

Essential • Commitment to the University's values, culture and strategic

objectives. • Commitment to equality, diversity and inclusion.

• Demonstrable commitment to continuous improvement and innovation.

• High levels of integrity, professionalism and personal credibility. • Willingness to work flexibly to meet service and organisational

requirements. • Commitment to responsible and ethical use of technology and

Artificial Intelligence. • Commitment to sustainability and environmentally responsible

technology practices.

Desirable • Active participation in professional networks and sector communities. • Interest in emerging technologies and future trends affecting higher

education, digital services and artificial intelligence.

Additional Information • The appointment is offered on a permanent and full time basis immediately, subject to references • The appointment is usually made at the bottom of the range. Where a candidate's current total

remuneration already exceeds the bottom point, consideration will be given to the level of skills, experience and profile that the candidate is bringing to the role. The total remuneration of other staff doing the same or similar work within the department who have similar skills, experience and profile should also be taken into account.

• The University operates service-led hybrid working arrangements which may allow for 3 days in the office and 2 days working from home although peak times might require flexibility and any hybrid arrangement will be determined by the service and in agreement with the line manager.

• This appointment will not require a DBS check • The annual leave entitlement is 31.5 days p.a., additionally there are 3 - 4 days for the University's

operational efficiency initiatives at Christmas

• There are no fixed hours of work and you are expected to give a full professional commitment and work for such reasonable hours as are necessary for you to fulfil your duties and responsibilities. You are expected to work flexibly to meet the needs of the University and Department, including evenings and weekends as required, within the context of the maximum working week as defined by the UK Working Time Regulations.

• The University of Roehampton is committed to Equality, Diversity and Inclusion • Set in a beautiful 54 acre parkland campus, the University has an attractive range of benefits and you

can find out more about them here. In addition Professional Services/Support staff on grades RU7 and above may access The University's Defined Contribution Retirement Savings Group Personal Pension Plan, provided by Royal London.

Job description prepared by: Chief Information Officer Date: August 2026