Job details


Digital Services and Solutions

Responsible to

Operations & Response Centre Delivery Manager


All Derby Sites


£27,704 to £35,070 per annum

Closing date

Sunday 24 October 2021

Contract type


Post type




About the role

At the very heart of England, the University of Derby transforms futures via industry-relevant, expert teaching, from foundation and undergraduate degrees through to postgraduate study and research. Effective IT provision is central to our continued success, and our team has already won more than 60 awards. Join us, and you can play a crucial part in delivering a modern and secure IT environment for our students and staffIn return, you can expect exceptional investment in your future and the chance to take your career anywhere you want to go. 

Supporting and maintaining our desktops, applications and audio-visual equipment, you will actively underpin our teaching, events, business services and research activities. Notably, you will act as technical lead within the second line team, driving forward significant programmes of activity as you identify problems and champion service improvements, maximise the exploitation of our systems and interface constantly with stakeholders across the IT team. Your mission will be to ensure that our systems are resilient, compliant and always available, and you can expect considerable visibility and variety as you define strategies, influence purchasing decisions and develop a far-reaching technology roadmap. 

Qualified to degree or HND level in a relevant discipline, you should bring extensive experience of IT service delivery, with a strong customer service orientation. Managing expectations and providing logical solutions to technical issues should be second nature to you, and you will be fully familiar with application delivery, networking and operating systems – and ready to do whatever it takes to maximise the value of our IT investment. 

In return, you can expect a competitive salary and an excellent package of benefits including generous holiday entitlement and a contributory pension scheme. As for prospects – the only limits will be your ability and ambition. 

Please note that upon appointment, the job title for this role will be Operations and Response Centre Delivery Engineer.

Principal accountabilities

  1. Proactively support the ORC Delivery Manager and Team Leaders in the delivery of ORC Delivery projects and tasks, which may vary in scales and technical levels, whilst providing the necessary governance of IT Services. Lead these projects, which will typically operate across the university and IT Services, with a requirement to liaise with internal and external stakeholders at varying levels. Assess, report and mitigate IT-related risk where appropriate within the ORC Delivery team environment. Provide a technical point of reference for other team members and lead in the delivery of project based work.
  2. Be responsible and accountable for a number of core and key tasks and initiatives within the team, leading by example in the execution of these aspects of the role. Be the exemplar for the team and an enhanced level of responsibility and accountability for these areas & projects, leading small teams in their completion. Act and lead by example in the University’s values and behaviours.
  3. Lead by example in problem management working to embed this within the core roles of the team. Identify and lead service improvements for the team helping to establish this mentality and approach within the teams’ day-to-day activities. Lead in the development of skills, establishing procedures for new pieces of work whilst embedding new tasks and skills within the team. Assist other ITS teams in providing high calibre solutions in order to improve the service delivery.
  4. Deliver support to University IT systems in accordance with IT strategy, Strategic priorities and Business service requirements. Maximise the value, efficiency and quality obtained from each technology area to meet the strategic and operational needs of the Institution.
  5. Ensure the University IT systems within your area of operation are delivered to support the changing demands of on the IT systems, including increasing efficiency, quality of service and provision of a 24x7 service. 
  6. Where necessary, deliver 24/7 Out of hours support on a rota basis to support the Operations and Response Centre Delivery Team.
  7. Work in partnership with other key units in IT Services to ensure the ORC Delivery function meets the requirements of all parts of the solution together with the performance, reliability, security and resilience needs of the institution.
  8. Develop and document policies, procedures and standards relating to the area of operations delivery within the Service Delivery function and support the Operations & Response Centre Delivery Manager to ensure these are regularly reviewed and updated.
  9. Support the Operations & Response Centre Delivery Manager in developing customer service with key stakeholders/customers within the University.
  10. Support the Operational Service Delivery by ensuring that operations related to customer services provided to University staff and students are delivered efficiently and to a high standard, encouraging continuous improvement.

Person specification

Essential Criteria



Skills, knowledge & abilities

Business requirements


As well as competitive pay scales, we offer generous holiday entitlement. We also offer opportunities for further salary progression based on performance, and the opportunity to join a contributory pension scheme.

Find out more about pay and benefits

How to apply

You can apply by submitting an online application. Once you have signed in or registered with us you will be able to begin your application. If you are creating an account for the first time, please ensure you provide an email address that you access regularly as this will be our main means of contacting you regarding your application.

If you require any assistance, including the provision of any documentation in an alternative format, please contact the Recruitment team at

Please note all applications must be submitted online by Midnight GMT on the closing date of the vacancy.

Important information

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications.

We recommend you take time to read the government guidance on individual eligibility requirements for sponsorship to check you will meet the criteria prior to applying. Skilled Worker visa: Your job - GOV.UK (

If you have any questions regarding sponsorship please contact


Our number one priority is to keep our staff, students and community safe as we continue to work through the pandemic. Upon appointment, full training will be given on the Health and Safety processes we follow.

Find out how we are ensuring the safety of our staff, students and community

Further details

Download Operations and Response Centre Delivery Engineer job descriptionDownload Operations and Response Centre Delivery Engineer job description

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Why join Derby?

Challenging, interesting and constantly changing, the University of Derby is an extraordinary place to learn and an incredibly rewarding place to work.

Find out more about working at the UniversityFind out more about working at the University

We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.