Position Overview: Head of Business Support
We are searching for an experienced and innovative leader to take on the role of Head of Business Support within our Estates & Facilities Directorate. This strategic position is integral to driving operational excellence, facilitating effective decision-making, supporting the implementation of the directorate’s People Plan, and spearheading the development and delivery of a transformative digital strategy.
A primary focus of the role will be creating and implementing a modern, customer-friendly digital interface that serves as a single, user-friendly access point for all estates and facilities service requests. This role will champion a data-driven and customer-centric approach to service delivery, ensuring services are efficient, transparent, and aligned with wider organisational priorities.
Key Responsibilities
- Digital Strategy Development: Lead the creation and execution of a directorate-wide digital strategy, ensuring alignment with the organisation’s broader digital and transformation goals.
- Customer Interface Implementation: Oversee the design and delivery of a digital customer portal for service requests and inquiries, enhancing accessibility, responsiveness, and the overall customer experience.
- People Plan Support: Play a key role in successfully delivering the directorate’s People Plan, ensuring alignment with strategic objectives.
- Business Oversight: Provide oversight of critical business support functions, including service performance monitoring, strategic planning, reporting, governance frameworks, and continuous improvement initiatives.
- Advisory Role: Serve as a trusted adviser to the Director of Campus Services by offering insight, analysis, and assurance to inform high-level decision-making.
- Team Development: Lead and mentor a high-performing business support team, fostering collaboration, innovation, and accountability across the unit.
- Data & Insights: Oversee data management systems, performance dashboards, and management information reporting to drive continuous service improvement based on robust evidence and actionable insights.
- Stakeholder Engagement: Manage complex relationships, ensuring effective engagement and collaboration with internal and external stakeholders, including customers, colleagues, and digital/IT partners.
About You
We are looking for a dynamic and credible leader, with proven success in driving business improvement and digital transformation within a complex organisational environment.
Your experience and capabilities will include:
- Senior Leadership Expertise: Substantial senior-level experience in business support, operations management, or service transformation, ideally within estates or large-scale, multi-service contexts.
- Digital Strategy Expertise: Demonstrated experience in developing and implementing digital strategies, particularly relating to customer-facing systems or service portals.
- Customer Experience Design: Strong knowledge of customer experience frameworks, service request workflows, and end-to-end process efficiencies.
- Analytical Skills: Exceptional ability to interpret data and translate insights into actionable strategies.
- Collaborative Leadership: A track record of managing and developing professional teams using inclusive, innovative leadership approaches.
- Communication & Engagement: Outstanding communication skills, with the ability to engage and influence stakeholders at all levels.
Why Join Us?
This is a unique opportunity to make a lasting impact, shaping the future of how Estates & Facilities services are delivered. By placing digital innovation and customer experience at the centre of a crucial directorate, you will help drive transformation in a values-driven organisation.
You will enjoy autonomy and flexibility, working alongside a dedicated and skilled team in an organisation committed to excellence, inclusivity, and continuous improvement.
Apply Now
To apply, please submit your CV and a covering letter through our online application portal.
Our Commitment to Diversity and Inclusion
Manchester Metropolitan University is dedicated to fostering an inclusive culture that promotes equity and celebrates diversity. We actively encourage applicants from all backgrounds, particularly those from underrepresented communities, including Black, Asian, and Minority Ethnic individuals, disabled people, and LGBTQ professionals.
We support flexible working arrangements, such as hybrid and tailored schedules, which can be explored with your line manager. If you require reasonable adjustments during the recruitment process or within your role, please inform us so we can provide appropriate support.
Our diversity commitment includes mentoring programs, accessibility tools, and professional development opportunities aimed at supporting and empowering underrepresented groups.
Join us in making a difference