The creation of Munster Technological University (MTU) is an exciting venture, which promises many opportunities as well as a significant enhancement in the range and level of activities in the Cork and Kerry Campuses. The MTU will be an exemplar of good practice, leading and defining what it means to be a Technological University. At its core it will be responsive to the needs of client and stakeholder groups across its broad range of activities. Munster Technological University (MTU) is a multi-campus technological university, contributing to the region through the provision of academic programmes that support student development and opportunities, education and research. MTU has an extensive and impressive regional footprint with six campuses across the South-West region in Cork and Kerry, and a student body of 18,000. MTU is seeking a person with suitable experience to fill the position of Senior Technical Officer in our IT Operations End User Compute - team within the IT Services Department. MTU is embarking on major transformation projects over the coming years and needs to recruit suitable expertise to assist with this transformation. Location, level and relationship within management structure: This position is based in the Cork Campus but will involve some travel between both campuses. The successful candidate will be reporting to Head of IT Operations MTU Cork campus. Duties and responsibilities of the position: Actively assist in the leadership, mentoring and coaching of IT Operations team. Proven experience in a Service Delivery Role. Strong understanding of IT Service Management and Delivery processes. Ability to build and foster customer relationships and drive service excellence. Monitoring and reporting on key service metrics. Ensure high levels of service performance, customer satisfaction and operational efficiency. Escalation management of IT service requests and incidents and communicate effectively at all levels. Creation, coordination of resource case requests and champion through the approval process. Gather requirements, coordinate with relevant stakeholders and service providers. Key point of contact for IT Operations, risk, governance, and compliance across MTU. Managing project plans and coordination of relevant project team meetings. Resolution of IT Operations high priority related issues. Ongoing management internal and external compliance audits. Supervise IT Operations staff in required areas as requested by Head of IT Operations Ensure all ongoing IT Operations efforts are continuously meeting and aligning with MTU strategic plan. Assist with change control/enablement to ensure adherence to IT Operations best practice and GDPR requirements. Focus on best practice design specifications to ensure new systems comply with industry best practice and MTU policies. Assist with support and implementation of the best practices around IT Operations technologies. Continuously assist with the development of the IT Operations teams capabilities and foster a culture of self-development and initiative. Support the personal development plans for your IT Operations teams. Assist IT Operations with management of internal and external stakeholders and/or providers and relevant tendering procurement process. Qualification Requirements for the position: Essential: A relevant Masters degree (Level 9) from a recognised degree awarding authority in a related or cognate technical discipline. AND Not less than 5 years relevant post-qualification experience in a relevant environment and at an appropriate level. Important Notes: In addition to the minimum qualifications, it may be necessary to introduce further shortlisting criteria. Therefore, candidates may be shortlisted on the basis of qualifications and suitable experience based on details given in the application form. Candidates should note that they may be called for more than one interview. Please ensure that full information is given on qualifications and that the information is accurate and corresponds to the original transcript of qualifications. Please ensure that those you nominate as referees are contacted by you and will be able to supply a reference without delay if requested. The University regrets that it cannot pay expenses for candidates attending interviews for this post or for taking up the position, if appointed. Applications received after the closing date will not be accepted. Appointments will be subject to Garda vetting. Application Process: Applications by MTU eRecruitment system only. Applications will not be accepted in any other format. Please log on to apply for this position. The information given in this document is of a general information nature only and should not be taken as contractual. Closing date for receipt of completed applications is 1.00 pm on Monday, 16 June 2025. Munster Technological University is an equal opportunities employer Skills: Relevant Qualifications Not less than 5yrs relevant post qual experience Relevant IT service management certifications