Service and Operations

The Service and Operations Careers family sits within the Information Technology practice area. An example career pathway could take you from First Line IT Support to Head of a Functional Area.

What is Service and Operations

Service and Operations is the heartbeat of IT at UCL, ensuring the continuous running and sustainability of all university activities that rely on information technology systems. Ultimately delivering defined business value and benefits to the organisation.

The job family is made up of experienced IT service operation professionals with responsibility for delivering core services, monitoring, assessing and managing underlying technology while planning for future growth. As well as experienced Service Management professionals who are operations focused and manage organisation wide processes by co-operatively working with operational colleagues.

Our Service Management approach is based on internationally recognised best practice frameworks such as ITIL. As part of these activities we are focused on delivering world class first, second and third line support (e.g. incident, request and problem management), minimising and controlling risk via change management, amid a culture of continuous service improvement.

We proactively conduct vulnerability assessments and monitor and manage system security, and capabilities via event, availability and capacity management.

This job family interacts with Development and Test through close day-to-day collaboration and team work.