Job Title
Head of Service – UniDesk Shared Service
Flexible/Work Remotely
Permanent £45-55K (subject to experience)
Reports to
HEFESTIS Managing Director

The role

The UniDesk Head Of Service will lead all aspects of the service and report to the Managing Director/CEO. The position requires integrity, strong personality and ability to demonstrate leadership.

A non exhaustive list of responsibilities:

  • Manage the UniDesk-Share team, ensuring all staff are delivering in line with the variable business needs of each member institution, that knowledge sharing is occurring between team members and that each team member takes a fair share of development of relevant tools and templates related to the service.
  • Provide full end to end service delivery management to the UniDesk-Share member institutions and be the escalation point for any service queries, issues or complaints.
  • Manage the relationship with third parties supplying technical support (UoE, TopDesk etc.) to ensure that the third parties meet the service levels, standards and commitments they have agreed to.
  • Co-Ordinate with member institutions the upgrades, new features and development of the service in association with the technical support providers.
  • Provide a roadmap, vision and plan for the service which is agreed with the UniDesk-Share steering group (formerly the Board) covering:
    • Widening community engagement
    • Conferences
    • New features/services
    • Budgeting (Annual and ongoing budget monitoring)
    • Performance metrics (internal and third parties)
  • Recruitment of new members, onboarding and engaging them in the UniDesk community
  • The post holder must have a detailed knowledge of service delivery and will also have strong gravitas with outstanding communication skills, will be analytical with the ability to pay strong attention to detail.
  • must be able to operate and gain respect of staff at all levels within institutions as well as where applicable, with students and other stakeholders.
  • Be responsible for the analysis and reporting of the Service ensuring timely identification of themes and emerging issues and making recommendation for action to allow reporting to relevant management and relevant Committees.
  • Maintains the documentation, Teams site and other communication ad collaborations assets of the service
  • As head of service the post holder will engage across the service as and when required to work with members, employees and third parties to deliver a strong, relevant service to the membership while maintaining a strong healthy working environment within HEFESTIS
  • Occasionally HEFESTIS may request the post holder to engage in activities to build new services where they have some are of expertise or an interest in doing so.


  • Competitive Salary
  • Annual leave: 26 days annual leave plus 14 fixed/floating days per annum
  • Benefits:  Membership of the company pension scheme, access to the company benefits suite including cycle-to-work scheme, and gym discounts.

How to Apply

Deadline for applications is 5pm on Friday 17th December.  Applications should be made by forwarding your CV (two pages maximum) with a one page covering letter outlining why you would like to work for HEFESTIS, noting your current salary level and notice period to

Interviews will likely be held virtually via Microsoft Teams.

Levels of Responsibility

The following SFIA Skill levels are aligned to this role.
A summary from can be found here

Service level management: Level 7

Sets strategies for service delivery that support the strategic needs of the client
organisation. Authorises allocation of resources for monitoring service delivery
arrangements. Provides leadership within the industry on the identification of future
trends. Develops relationships with customers at the highest level to identify potential
areas of mutual commercial interest for future development. Maintains an overview
of the contribution of service delivery arrangements to organisational success.

Strategic planning: Level 5

Collates information and creates reports and insights to support strategy
management processes. Ensures that all stakeholders adhere to the strategic
management approach and timetables. Develops and communicates plans to drive
forward the strategy. Contributes to the development of policies, standards and
guidelines for strategy development and planning.

Content authoring: Level 5

Provides overall editorial control across the team or teams of content designers and
authors. Advises on appropriate content formats and mediums. Develops and
maintains content plans showing how the identified audience needs will be met.
Oversees the review and approval of materials to enable requirements to be satisfied.

Availability management: Level 4

Analyses service and component availability, reliability, maintainability and
serviceability. Contributes to the availability management process and its operation.
Performs defined availability management tasks. Ensures that services and
components meet and continue to meet all of their agreed performance targets and
service levels. Implements arrangements for disaster recovery and documents
recovery procedures. Conducts testing of recovery procedures.

Change control: Level 5

Leads the assessment, analysis, development, documentation and implementation of
changes. Develops implementation plans for complex requests for change. Reviews
proposed implementations and evaluates the risks to the integrity of the product and
service environment. Ensures appropriate change approval is applied to changes.
Reviews the effectiveness of change implementation. Identifies, evaluates and
manages the adoption of appropriate tools, techniques and processes for change

Supplier Management: Level 6

Develops organisational policies, standards, and guidelines to ensure effective
supplier management across the integrated supply chain. Defines the approach for
commercial communications and the management of the relationship with suppliers.
Establishes a positive and effective working environment with suppliers for mutual
benefit. Ensures that resources and tools are in place to conduct bench-marking.
Reviews supplier analysis and assesses effectiveness across the supply chain. Manages
risks and assures the quality of the services delivered by suppliers.

Relationship management: Level 6

Leads the development of comprehensive stakeholder management strategies and
plans. Builds long-term, strategic relationships with senior stakeholders (internal and
external). Facilitates the engagement of stakeholders in support of the delivery of
services and change projects. Acts as a single point of contact for senior stakeholders,
facilitating relationships between them. Negotiates to ensure that stakeholders
understand and agree what will meet their needs, and that appropriate agreements
are defined. Oversees monitoring of relationships including lessons learned and
appropriate feedback. Leads actions to improve relations and open communications
with and between stakeholders.

Employee experience: Level 5

Implements working practices that motivate employees and support their health and
wellbeing. Provides guidance to individuals on long-term development goals and
career opportunities, considering an individual’s strengths and preferences.
Communicates delegated work objectives within a framework of trust and provides
sufficient autonomy to motivate and empower individuals. Maintains awareness of
the physical and emotional welfare of employees, and provides counselling when
required. Communicates business direction, policy and purpose where these may
drive or affect employee engagement.