The Technical Manager within IT Service Management is responsible for overseeing the efficient design, delivery, and operation of IT services across the university. This role involves managing a team of professionals and ensuring that IT service management practices align with the university’s strategic goals and objectives. The manager will play a key role in developing and implementing service management processes, ensuring the effective handling of incidents, problems, and service requests, while driving continuous improvements to IT service quality and user satisfaction. In this position, the Technical Manager will oversee the day-to-day operations of the IT Service Management team, ensuring the timely and effective resolution of issues and the seamless delivery of services. They will be responsible for setting clear goals and priorities for the team, ensuring optimal resource utilization, and maintaining service standards. Additionally, the Technical Manager will collaborate with other IT leaders to refine service management strategies, identify opportunities for process improvements, and ensure that the service delivery framework supports the university's dynamic needs. As a leadership role, the Technical Manager will have direct accountability for team performance and productivity. This includes overseeing hiring, training, and performance evaluations, as well as managing team members' professional development. The manager will provide mentorship and guidance to staff, foster a collaborative work environment, and address any operational challenges that may arise. They will also contribute to long-term goal setting for the IT Service Management function, ensuring that the team remains agile and responsive to technological changes and institutional demands.