King's Service Centre

Engineer

• Responsible for the successful delivery of Messaging services within a Service Management framework and in line with the agreed college standards and Service Levels;
• Responsible for managing the resolution of incidents and service requests within Cloud Services, specifically within the Messaging & Collaboration space (Exchange Online, Microsoft Teams, etc)
• Responsible for supporting delivery of technological change across the whole of Microsoft 365;
• Responsible for supporting the security, resilience, backup and monitoring of the college Messaging & Collaboration platforms;
• Represent the Messaging & Collaboration services in Change Advisory Board meetings, daily and weekly Service Review meetings.
• Responsible for fostering a practice of Collaboration and continuous improvement within the Messaging & Collaboration team;
• Responsible for identifying and undertaking Service Improvements;
• Responsible for identifying opportunities to reduce environmental impact and implementing improvements;
• Responsible for working closely with the other teams within IT to provide an excellent IT Service;
• Responsible for contributing to proposed solutions to ensure they are fit for purpose and provide optimal value for money;
• Responsible for the adoption into service of new solutions ensuring operational suitability;
• Responsible for responding to customer improvement activity;

Messaging & Collaboration Engineer

Manager

• The Change Enablement Practice Manager is a member of the Service Management team, responsible for the Change Enablement Practice.****• Ensure effective delivery, development and successful operation of the Change Enablement Practice, per the ITIL 4 framework.****• Ensure application and maturing of a robust and consistent Change Enablement process.****• Manage and oversee change requests and organise and chair the Change Advisory Board (CAB).****• Collaborate with all process and Practice Managers within the Service Management team and key stakeholders across the business.****• Develop Change Enablement Practice improvement plans and roadmaps; host process reviews and improvement forums.****• Coordinate and manage the Change Enablement Practice’s processes and activities across the university and with 3rd parties.****• Review change outcomes and ensure remedial actions for unsuccessful changes.****• Actively collaborate with Service Transition and Agile Teams to enhance integration points.****• Participation in ISO/IEC 20000 and SDI Certification activities as required.****• Actively contribute to King’s Service Centre Business Continuity Plans.****

Change Enablement Practice Manager

Security Engineer

• Maintain, continually improve, and expand the university’s ISO 27001 certification.
• Chair management review meetings and maintain the continual improvement log, ensuring all actions are logged, prioritised, and appropriately progressed.
• Conduct fieldwork for internal audits, working from the annual plan, to keep the timescales for completion on track.
• Create and present reports to the relevant management teams following audits, including recommendations for improvements where necessary.
• Contribute to the improvement of information security culture across the university by building relationships and supporting best practice through recommendations.
• Be the main point of contact for surveillance and certification audits of the ISMS.
• Work towards an integrated management system, incorporating other ISO standards and best practice as appropriate.

Information Security Assurance Manager

Analyst

• Provide the highest standard of first line support for IT services to staff and students at Kings’ College London
• Deliver exceptional customer satisfaction and a personalised service, whilst achieving defined service performance KPIs
• Handle frontline queries from various sources including email, self-service, and telephone
• Work closely with colleagues in King’s and other key stakeholders
• Use the Service Management toolset to record service requests and incidents
• Achieve a high percentage of First Contact Resolution, request fulfilment, and problem-solving using various diagnostic tools
• Support customers and handle escalations in-line with King’s Service Centre’s policies and procedures
• Work a shift of 8.5 hours per day covering 07:00-21:30 on a 5-in-7 basis; may be required for night shift (21:00-07:30) in emergencies

Service Desk Analyst

• Successfully deliver IT change in line with the King’s change delivery standards.
• Co-ordinate IT procurement activities in conjunction with Procurement, Supplier Management, and IT Solutions colleagues.
• Ensure that quality, change control and risk management processes are maintained.
• Contribute to the creation of benefits realisation plans.
• Provide advice and guidance to other colleagues as required.
• Plan, identify, and secure resources to support a successful outcome of work packages of the project.
• Monitor resource utilisation and expenditure against budget.
• Produce plan and budget reports to assist in the approval and management of projects as well as briefings and other related project governance communications.
• Matrix manage staff, contractors and vendors where necessary.
• Develop high-performing teams by coaching, fostering collaboration, resolving conflicts and developing team skillsets.
• Act as a servant leader and coach for an Agile team, facilitating team events and processes as well as supporting teams and Agile Release Trains (ART)s in delivering value.
• Educate the team in Scrum, Built-in-Quality, Kanban and SAFe, ensuring that the agreed Agile processes are followed.
• Improve flow by removing impediments and foster an environment for high-performing team dynamics, continuous flow and relentless improvement.

Messaging & Collaboration Engineer

Change Enablement Practice Manager

Information Security Assurance Manager

Service Desk Analyst

Delivery Manager