Head of Service Design

Job number COO01197 Faculties Chief Operating Officer (COO) Team Salary or Salary range £68,005 - £77,703 per annum Location/campus South Kensington and White City Campus - Hybrid Contract type work pattern Full time - Open ended Posting End Date 26 Feb 2025

About the role

Imperial is recognised worldwide for being at the forefront of education and research and, at the foundations of our academic excellence, our professional support services play an essential role.

The Strategic Programmes and Change Team at Imperial exists to ensure successful delivery of strategic programmes which deliver significant business value to enable Imperial's Strategy as a world changing global powerhouse. The team is organised across three capability areas of Portfolio, Service Design and Change and operate a matrix model of working providing resource as determined by the strategic priorities agreed upon by the Operations and Infrastructure Committee. Team members will be expected to work as a blended multi-disciplinary team alongside with colleagues in faculties and professional services.

As the Head of Service Design, you will be joining our Strategic Programmes and Change Team at an exciting time as it expands to deliver transformational change across a range of strategic programmes that will help Imperial deliver a world leading digital and physical infrastructure and operational services to colleagues, students, and other stakeholders.

What you would be doing

As the Head of Service Design, you will be responsible for designing, improving, and optimising the user and service provider experiences across our services and operations ensuring they are seamless, effective, efficient, and engaging.

You will lead a team of User Experience Analysts deployed across our portfolio of projects delivering transformational outcomes for Imperial. Your skills and capabilities will further mature Imperial's user centric Service Design approach and build capability in the Strategic Programmes & Change team as well as the wider Imperial community.

What we are looking for

A summary of the key skills/experience we are looking for is below, and you can find the full person specification in the job description.

• Recognised Project, Programme or change Management qualification such as PMP/MSP/PRINCE2/Agile/APMP/PROSCI
• Proven track record of achievement in the successful delivery of organisational and service design programmes on time and within budget including demonstrable programme management, change, transition, and transformation experience in a complex service environment
• Demonstrable experience in developing new target operational models and redefining service delivery
• Experience in user research and testing methodologies
• Working with and communicating at a Senior Leadership/Sponsor level; political awareness and sensitivity within the context of large complex organisations working towards a common goal
• Able to simultaneously manage multiple, varied, and complex activities
• Experience of matrix and virtual management across teams
• A team player who can balance need, risk and pragmatism when developing solutions

What we can offer you

• A leading role in delivering an ambitious transformation agenda within a world leading institution, in support of our mission of science for humanity
• The opportunity to develop your service design and change management expertise through working on a variety of strategic and organisational wide programmes
• An active role in our senior management team, helping to shape our culture of innovation and continuous improvement and develop Imperial's project delivery capability
• Benefit from a sector-leading salary and remuneration package (including 39 days' annual leave and generous pension schemes).
• Access to a range of workplace benefits including a flexible working policy from day one, generous family leave packages, on-site leisure facilities and cycle-to-work scheme.
• Interest-free season ticket loan schemes for travel.
• Be part of a diverse, inclusive and collaborative work culture with various staff networks and resources to support your personal and professional wellbeing.

Further information

We are looking to fill this position immediately, to support ongoing programme delivery and change activity.

If you require any further details about the role, please contact Zoe Cheung at .

Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.

We reserve the right to close the advert prior to the closing date stated should we receive a high volume of applications. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

About Imperial

Welcome to Imperial, a global top ten university where scientific imagination leads to world-changing impact.

Join us and be part of something bigger. From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world's toughest challenges. Whatever your role, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, you'll collaborate with passionate minds across nine London campuses and a global network.

This is your chance to help shape the future. We hope you'll join us at Imperial College London.

Our Culture

We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities. You can read more about our commitment on our webpages.

Our values are at the root of everything we do and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.