Service Management Principal at UCL

The appointment will be on UCL Grade 9.

UCL Information Service Division is the primary provider of IT services to UCL, enabling Digital services across the institutions 50,000+ staff and students. The Service Management Principal is a senior role in the Service Management function who is critical to leading and driving service and product outcomes and value across ISD and contributing to realizing our strategic vision. You will take ownership for the design, development, implementation and ongoing effectiveness of several initiatives and/or practices, working in an agile way, to ensure both iterative and transformational change.

Comprehensive and demonstrable breadth and depth of experience in IT Service Management and its application in a modern, agile working environment is crucial to success in this role. A strong focus on value and achieving outcomes, collaborating widely and working with other disciplines such as Agile, Product Management, Enterprise Service Management, and CI/CD to ensure the best fit of outcomes. You will be able to work in a dynamic and agile way, able to adapt and design practices, processes, and solutions for the best fit of user and institutional needs. Proven track record of running services on an iterative improvement basis, seeking and acting on feedback, acting in an advisory and supportive capacity to service and product teams, identifying and delivering on multiple improvement and new transformational initiatives.

A holistic service management practitioner with strong experience and ability to apply across a range of ITSM which could include operational (eg Incident, Change, Problem, Config and Asset, etc), ITSM tooling and CMDB, service design and transition, and general management practices . Holistic also means showing ability to work across and with multiple frameworks such as ITIL4, Lean, Agile, DevOps, SRE and creating best of breed solutions fit for the future.

We are operating hybrid working between 40% and 80% on-site, based on activity requirements where in-person collaboration is necessary but may change as required.

Applicants should apply online. To access further details about the position and how to apply please click on the ‘Apply’ button above.

If you have any queries regarding the vacancy, please contact Marc Biebuyck at

UCL Ways of Working for professional services supports colleagues to be successful and happy at UCL through sharing expectations around how we work.

Latest time for the submission of applications: 23:59

We particularly welcome female applicants and those from an ethnic minority, as they are under-represented within UCL at this level.


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