The ITS organisation is based around five broad service areas. Each area owns a set of discrete services – each service has a Service Owner and a service Team. One service team can deliver more than one service, but they would normally be complementary to each other.

The service areas, services and service owners are:

IT Services Director	Mike Roberts
Head of Service Delivery	Steve Robinson
Resources	Patrick Ryan
Audio Visual	Jonathan Owen
Service Management	Shane Parsons
Service Desk, Desk-side and Self-Service	Jas Dhillon
Training, App Support and Call Centre	Angela Roxburgh
Deputy Director & Head of Platform Engineering	John Dale
Web Publishing Development	Mat Mannion
Unix Platform Support	Yann Lawrence
Storage	Mike Duckett
Web Content	Sara Lever / Karen Mortimer
Application Management	David Hall
Student Administration	Pat McLanaghan
Server Provisioning	Dean Hughes
Learning Systems	Russell Boyatt
Printing Services	Chris Wood
Head of Service Development	Mary Stott
Business & Service Analysis	Nikki Lindsell
Academic Technologists	Amber Thomas
e-Assessment	Natasha Nakariakova
Project Management Office	James Farnhill
WMS	Julie Sherriff
Head of Core Infrastructure	Malcolm Days
Network & Telecomms	Shaun Buffery
Infrastructure	Steve Silver
IT Security	Stephen Shaw
Head of Cloud Services	Des Butcher
Identity Management - Development	Alan Braley
Identity Management BAU	Daniel Harrison
Application Delivery	Mark Miners
Management Information	Maria Crabtree
CRM	Ales Novotny/Simon Trejtnar

 

ITS delivers approximately 24 discrete services that are described in our service catalogue.

Each service is managed by a Service Owner. Services are monitored through a monthly Service Review Board where all Service Owners meet with IT managers and staff who work with user groups.Some service have additional dedicated Service Boards where users of the service meet with the Service Owner and members of the service team.

A typical Service Review Board agenda would cover :

• General overview
• Incident report : trends, volumes, response and resolution times
• Service metrics review
• Service Improvement projects
  • Status of current service improvement projects
  • Proposals for future service improvement projects
• Resource monitoring, prioritization and allocation
• (Quarterly) Risk Management review

In addition to Service Teams and the Service Review Board, the Service Desk and Business and Service Analysis team provide a mechanism for users to raise queations about services and propose changes.

In addition to ITS roles and teams there are other groups within the University that influence the services to be delivered.

Faculty IT committees provide input through Service Boards and the Business and Service Analysis team – as well as providing more formal input through releant project and programme boards. Administrative and Professional Services Group also acts as a formal route to request service changes, updates and reports.

APSG is a formally constituted University committee and has responsibility for agreeing overall strategic direction in the development and allocation of information resources.

Organisation chart