UCL Career Frameworks


Service and Operations - grade 9

Example job roles: Technical Support Leader, Platform and Service Owner, Domain Service Lead, Senior Technical Lead

Level: Senior 


Activities and responsibilities likely to be required when working at this level

  • Owning and maintaining vision for product or platform
  • Budgetary responsibilities for operational and investment in product/platform team
  • Aligning and contributing to organisational strategies
  • Team management
  • Negotiating and approving vendor service contracts and/or tenders
  • Active engagement with a range of stakeholders at all levels (academic, professional services, and students)
  • Team building and leadership
  • Producing service strategies and policies
  • Producing technical roadmaps
  • Approving technical changes
  • Service owner responsibility
  • Contributing to other services
  • Service management process design / continued maturity, governance
  • Planning and delivery of training

Personal and professional development

Development options to consider when working towards this level

Learning on the job

  • Deputising for senior colleagues
  • Develop an awareness of financial responsibilities
  • Supplier/vendor service management

Learning from others  

  • Meeting stakeholders to respond to specific needs/requirements
  • Providing outreach support
  • Taking a more active role in a Community of Practice (CoP)
  • Joining working groups and project boards
  • Formal knowledge sharing
  • Attending conferences
  • Delivering presentations to a wider audience

Formal learning

  • Management training (e.g. people management)
  • ITIL training
  • Agile Training

Transferable skills and competencies

UCL uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out more details on the framework.

Planning and organising

  • Setting objectives
  • Planning
  • Managing time
  • Managing resources
  • Monitoring progress

Working with people

  • Understanding others
  • Adapting to the team
  • Building team spirit
  • Recognising and rewarding contributions
  • Listening
  • Consulting others
  • Communicating proactively
  • Showing tolerance and consideration
  • Showing empathy
  • Supporting others
  • Caring for others
  • Developing and communicating self-knowledge and insight

Deciding and initiating action

  • Making decisions
  • Taking responsibility
  • Acting with Confidence
  • Acting on own initiative
  • Taking action
  • Taking calculated risks

UCL Ways of Working

These describe expected behaviours in line with UCL culture and values.  For Ways of Working indicators and steps to development please refer to the Ways of Working website

Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.