Employer: University Of Glasgow
Location:Gilmorehill Campus / Main Building
Location:Gilmorehill Campus / Main Building
Reference Number013691
Salary Range£49,230 - £55,389
Job Purpose
To provide strategic leadership, management and direction to key customer facing Campus Services functions. These involve provision across the University of security and emergency response, traffic management and the janitorial and mail services. In addition they include operational support within the University Library and the Hunterian Art Gallery and Museum. To ensure the provision of effective, customer focussed and value for money services which support the delivery of the University’s strategy and to contribute significantly as a senior manager to the development and delivery of departmental strategy, policy, operational plans and cultural change.
Main Duties and Responsibilities
Lead, motivate and develop staff within areas of responsibility, ensuring cohesive and collaborative working and that staff behaviours and attitudes reflect University values. In doing so promote a continuous improvement approach and high levels of staff engagement, ensuring that staff apply appropriate professional standards and demonstrate a culture of ownership and accountability to ensure the delivery of excellent, customer focussed services.
Ensure staffing resources are deployed to achieve the most effective outputs, that expectations and objectives are clear, performance is consistently excellent, and that there is a highly effective plan for development to exceed customer expectation. Work in close partnership with Human Resources colleagues to ensure effective people management at all levels, good employee relations and compliance with University HR policy and procedures across all areas of activity.
Lead the delivery of consistently excellent security and operational support services, effectively using management information, data and performance indicators to continually develop and enhance processes, standard operating procedures, performance and service levels to ensure there is clear alignment with the University’s strategic plan and the campus redevelopment plan. In particular develop the capacity and capability of services through the effective use of existing and emerging technologies and systems and the continual review of customer feedback.
Build highly effective, positive and professional working relationships across all areas of the University community, in order to identify, develop and implement initiatives which will enhance the quality of the customer experience and achieve the highest possible levels of service and customer engagement. In particular develop and maintain effective working relationships and synergies, between other similar services, ensuring a holistic approach is adopted to service delivery.
Prepare and drive forward strategic and operational plans based on a robust analysis of business needs and objectives, ensuring that staff structures and roles are clearly articulated, meet service delivery requirements and are within budgetary constraints. Within this ensure service delivery models are effectively and efficiently designed, are flexible and deliver value for money, including reviewing shift working arrangements and rotas, overtime working and related working practices across all services.
Support the University’s further development and respond to emerging needs by engaging a diverse student body, by promoting and facilitating cross University and inter-disciplinary developments in support of the student experience and by actively promoting and supporting effective communication with service users.
Support effective community and public relations by professionally representing the University on sensitive matters in a manner which continuously enhances reputation, including issues such as crisis management, staff or student protests, high profile events or speakers, serious injury or death and potential criminal activity. Support activity necessary to minimise service disruption and ensure business continuity, working closely in a lead capacity, with other senior colleagues.
Take a lead role with regard to the continuous development and implementation of security strategy and policy, crisis management and emergency planning strategy and procedures, working in close partnerships with senior colleagues to reflect upon and respond to emerging issues and threats and ensure risk-commensurate measures are in place to minimise loss and impact to the University.
Test emergency response plans by running local and University wide exercises as required, ensuring all staff are aware of procedures and the roles they play. Review and publish emergency response guidance to staff on a regular basis.
Ensure all necessary investigations relating to crime or incidents are undertaken professionally, comprehensively, sensitively and timeously, liaising effectively with the Police and Human Resources colleagues as required and respecting confidentiality requirements and data protection principles.
Build positive relationships with the Police, NaCTSO, Home Office, Special Branch and other security agencies to develop and implement strategies to prevent and/or reduce crime, by encouraging co-operation and facilitating joint initiatives. Keep abreast of all current risks that may affect the University, including risks associated with terrorism as a member of the University’s Prevent Group.
Act as expert customer service adviser to the University Services Leadership Team and the University Executive Group, within a security and operational support context, providing informed reports and briefings on developments within the sector to inform planning, policy and service development, particularly in relation to the campus redevelopment plan. Deputise for the Director as required by chairing or attending meetings, agency, network or sector groups internally and externally.
Provide expert professional advice, guidance, information and training on security and safety matters to University staff, the campus trade unions, the Students Representative Council and the student body.
Ensure that all Security IT and surveillance systems used in delivering services are monitored, developed and reviewed to ensure that they are fit for purpose and that data is accurately stored and utilised and correct procedures are adopted and adhered to. Within this oversee the management of security system contracts, e.g. CCTV, key lock systems, alarm systems, incident reporting software etc. Closely monitor operational aspects of such systems and liaise with Campus Security Working Group to ensure consistent service delivery.
Provide high quality, professionally-formatted, timely and accurate management reports which update on progress, identify business trends and evidence financial and service performance.
Ensure robust financial management systems and controls are implemented and maintained that proactively manage and monitor income and expenditure in accordance with the University’s Financial Regulations and Procedures and deliver value for money across the range of activities.
Be prepared to attend/advise colleagues out of hours where necessary, including attending emergency and serious campus incidents as required.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential
A1 Educated to degree level in a relevant discipline, e.g. business or facilities management or significant professional experience within a similar complex public sector service environment
A2 Strong evidence of continuing professional development relevant to the role
A3 Strong technical knowledge of security and operational support function and associated health and safety legislation
A4 Strong knowledge of budgetary management
A5 Excellent working knowledge of Microsoft Office
Desirable
B1 Relevant post-graduate/professional qualification
B2 Knowledge of emergency planning protocols and procedures
B3 An understanding of the key drivers and future challenges within higher education security and operational support functions
Skills
Essential
C1 Strong leadership and management skills with a demonstrable ability to develop high performing teams and promote and embed a positive culture of accountability and ownership
C2 High level influencing and interpersonal skills, able to quickly build credibility and deliver impact at all levels
C3 Strategic thinker, ability to develop strategy and policy and implement effectively
C4 Innovative with strong commercial awareness and ability to drive forward and deliver change in line with strategic and operational objectives and priorities
C5 Passionate about customer service and consistently delivering excellence
C6 Well-developed report writing and presentation skills, with ability to communicate effectively in difficult circumstances and maintain composure
C7 Numerate, with demonstrable skills in budgetary control
C8 Outstanding and proven analytical and problem solving skills with the ability to make well-considered decisions, resolve conflicts and demonstrate sound, professional judgement
C9 Self-motivated with the ability to work effectively under pressure and to tight timescales and an aptitude for prioritising priorities and manage competing demands
C10 Integrity with high standards of personal bearing and behaviour
Experience
Essential
E1 Significant senior leadership and management experience within a complex customer facing environment
E2 Experience of leading the implementation and embedding of a formal customer service framework
E3 Change management experience, including reviewing processes, systems and procedures to achieve efficiency, value for money and customer centricity across organisational boundaries
E4 Experience of developing stakeholder communication strategies and initiatives
E5 A strong track record of leadership and delivery at a senior level operating in a political or highly complex environment – providing direction, delivering results, building on relationships and capability and demonstrating personal resilience
E6 Extensive experience of leading and managing teams to deliver excellence, including restructuring and service redesign, within a complex environment involving 24/7 working and associated shift working patterns and practices
E7 Proven experience of successfully leading continuous process improvement and change with demonstrable operational and financial efficiencies delivered
Desirable
F1 Experience of working within a unionised environment
F2 Experience of advising on security and emergency planning procedures and response
Job Features
Dimensions
The Head of Security and Operational Support operates as the senior professional within a major strategic department with business critical impact. The scope and impact of the role is University wide, particularly in the context of customer service, security, emergency planning and crisis management. As such the expectation is that the postholder will be a strategic influencer who plays a crucial role in the development and delivery of University and Departmental strategy in these areas, with a particular focus on developing the flexibility and interchangeability of roles to enhance agility and drive value for money.
Requirement to incorporate the operational aspects of vehicle movement and parking across each University Campus.
Currently in structural terms the postholder has five direct reports (Deputy Head, Security Manager, Library and Hunterian Front of House Manager, Bedellus and the Services Administrator) with overall responsibility for circa 175 staff across the services, (53 Security Services staff, 77 Janitorial and Mail Services staff and 45 Library and Hunterian Front of House staff).
The postholder is directly responsible for the financial management of a net annual spend of circa £5 million per annum.
Planning and Organising
· Reviewing the present organisational structures and service delivery models in the context of strategic priorities and customer service requirements.
· Driving all financial planning and budgeting activity across service areas.
· Ability to balance competing workload priorities from diverse sources often at short notice, including emerging security issues and threats.
· Manage the performance and development of direct reports, mentoring and supporting relevant others as required to ensure the provision of professional, business focused support services.
· Identify training requirements within the department and develop a schedule of training and support that delivers a step change in leadership and management capability and customer service focus.
Decision Making
· Influence and appropriately challenge the decision-making of senior colleagues within the University and Department by providing professional expertise across areas of responsibility.
· Responsible for making long and short term decisions about service delivery, business priorities and the appropriate approach to implementation.
· Resolve issues of conflict and situations with no precedent without recourse to line management, including in emergency and crisis situations.
· Facilitate solutions where disagreement exists across a range of stakeholders.
· Line management decisions in relation to team: recruitment, management and development of staff, work prioritisation and allocation and decisions on expenditure of budget.
· Ensuring appropriate business and financial controls, ensuring that key risks are identified, evaluated and controlled.
· Ensure identified security issues/risks are thoroughly investigated and escalated where appropriate.
Internal/External Relationships
· Able to work effectively with staff at all levels, frequent interaction with the Secretary and Deputy Secretary of Court, other senior University Services and College colleagues.
· Critical external University representative role with a range of agencies and stakeholder groups.
· Effective engagement with the academic community and student body critical.
· Effective engagement with staff within areas of responsibility, including campus trade union representatives.
Problem Solving
· Required to make judgements on emergency security issues and risks where there is no precedent and whether other leading opinions may conflict
· Address on a regular basis a wide range of complex strategic, commercial and operational issues across services and be able to identify actionable solutions
· Deal with conflict in the context of organisational change and the review of staff structures, service delivery models and operating processes and systems.
· Address on a regular basis issues relating to staff management, so recruitment, performance management, disciplinary, grievance etc. issues.
· Address issues raised by customer feedback across a range of service areas, identifying and addressing the key issues to provide optimum solutions.
Standard Terms & Conditions
Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 9, £49,230 - £55,389 per annum.
This post is full time and open ended.
New entrants to the University will be required to serve a probationary period of 6 months.
The successful applicant will be eligible to join the Universities’ Superannuation Scheme. Further information regarding the scheme is available from the Superannuation Officer, who is also prepared to advise on questions relating to the transfer of Superannuation benefits.
Ref: 013691, closing date 26 July 2016.
The University has been awarded the Athena SWAN Institutional Bronze Award
The University is committed to equality of opportunity in employment.
The University of Glasgow, charity number SC004401
More Info...
Copy of Departmental Structure option 1.xls
Apply for this job
Email these job details to a friend
Job Purpose
To provide strategic leadership, management and direction to key customer facing Campus Services functions. These involve provision across the University of security and emergency response, traffic management and the janitorial and mail services. In addition they include operational support within the University Library and the Hunterian Art Gallery and Museum. To ensure the provision of effective, customer focussed and value for money services which support the delivery of the University’s strategy and to contribute significantly as a senior manager to the development and delivery of departmental strategy, policy, operational plans and cultural change.
Main Duties and Responsibilities
Lead, motivate and develop staff within areas of responsibility, ensuring cohesive and collaborative working and that staff behaviours and attitudes reflect University values. In doing so promote a continuous improvement approach and high levels of staff engagement, ensuring that staff apply appropriate professional standards and demonstrate a culture of ownership and accountability to ensure the delivery of excellent, customer focussed services.
Ensure staffing resources are deployed to achieve the most effective outputs, that expectations and objectives are clear, performance is consistently excellent, and that there is a highly effective plan for development to exceed customer expectation. Work in close partnership with Human Resources colleagues to ensure effective people management at all levels, good employee relations and compliance with University HR policy and procedures across all areas of activity.
Lead the delivery of consistently excellent security and operational support services, effectively using management information, data and performance indicators to continually develop and enhance processes, standard operating procedures, performance and service levels to ensure there is clear alignment with the University’s strategic plan and the campus redevelopment plan. In particular develop the capacity and capability of services through the effective use of existing and emerging technologies and systems and the continual review of customer feedback.
Build highly effective, positive and professional working relationships across all areas of the University community, in order to identify, develop and implement initiatives which will enhance the quality of the customer experience and achieve the highest possible levels of service and customer engagement. In particular develop and maintain effective working relationships and synergies, between other similar services, ensuring a holistic approach is adopted to service delivery.
Prepare and drive forward strategic and operational plans based on a robust analysis of business needs and objectives, ensuring that staff structures and roles are clearly articulated, meet service delivery requirements and are within budgetary constraints. Within this ensure service delivery models are effectively and efficiently designed, are flexible and deliver value for money, including reviewing shift working arrangements and rotas, overtime working and related working practices across all services.
Support the University’s further development and respond to emerging needs by engaging a diverse student body, by promoting and facilitating cross University and inter-disciplinary developments in support of the student experience and by actively promoting and supporting effective communication with service users.
Support effective community and public relations by professionally representing the University on sensitive matters in a manner which continuously enhances reputation, including issues such as crisis management, staff or student protests, high profile events or speakers, serious injury or death and potential criminal activity. Support activity necessary to minimise service disruption and ensure business continuity, working closely in a lead capacity, with other senior colleagues.
Take a lead role with regard to the continuous development and implementation of security strategy and policy, crisis management and emergency planning strategy and procedures, working in close partnerships with senior colleagues to reflect upon and respond to emerging issues and threats and ensure risk-commensurate measures are in place to minimise loss and impact to the University.
Test emergency response plans by running local and University wide exercises as required, ensuring all staff are aware of procedures and the roles they play. Review and publish emergency response guidance to staff on a regular basis.
Ensure all necessary investigations relating to crime or incidents are undertaken professionally, comprehensively, sensitively and timeously, liaising effectively with the Police and Human Resources colleagues as required and respecting confidentiality requirements and data protection principles.
Build positive relationships with the Police, NaCTSO, Home Office, Special Branch and other security agencies to develop and implement strategies to prevent and/or reduce crime, by encouraging co-operation and facilitating joint initiatives. Keep abreast of all current risks that may affect the University, including risks associated with terrorism as a member of the University’s Prevent Group.
Act as expert customer service adviser to the University Services Leadership Team and the University Executive Group, within a security and operational support context, providing informed reports and briefings on developments within the sector to inform planning, policy and service development, particularly in relation to the campus redevelopment plan. Deputise for the Director as required by chairing or attending meetings, agency, network or sector groups internally and externally.
Provide expert professional advice, guidance, information and training on security and safety matters to University staff, the campus trade unions, the Students Representative Council and the student body.
Ensure that all Security IT and surveillance systems used in delivering services are monitored, developed and reviewed to ensure that they are fit for purpose and that data is accurately stored and utilised and correct procedures are adopted and adhered to. Within this oversee the management of security system contracts, e.g. CCTV, key lock systems, alarm systems, incident reporting software etc. Closely monitor operational aspects of such systems and liaise with Campus Security Working Group to ensure consistent service delivery.
Provide high quality, professionally-formatted, timely and accurate management reports which update on progress, identify business trends and evidence financial and service performance.
Ensure robust financial management systems and controls are implemented and maintained that proactively manage and monitor income and expenditure in accordance with the University’s Financial Regulations and Procedures and deliver value for money across the range of activities.
Be prepared to attend/advise colleagues out of hours where necessary, including attending emergency and serious campus incidents as required.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential
A1 Educated to degree level in a relevant discipline, e.g. business or facilities management or significant professional experience within a similar complex public sector service environment
A2 Strong evidence of continuing professional development relevant to the role
A3 Strong technical knowledge of security and operational support function and associated health and safety legislation
A4 Strong knowledge of budgetary management
A5 Excellent working knowledge of Microsoft Office
Desirable
B1 Relevant post-graduate/professional qualification
B2 Knowledge of emergency planning protocols and procedures
B3 An understanding of the key drivers and future challenges within higher education security and operational support functions
Skills
Essential
C1 Strong leadership and management skills with a demonstrable ability to develop high performing teams and promote and embed a positive culture of accountability and ownership
C2 High level influencing and interpersonal skills, able to quickly build credibility and deliver impact at all levels
C3 Strategic thinker, ability to develop strategy and policy and implement effectively
C4 Innovative with strong commercial awareness and ability to drive forward and deliver change in line with strategic and operational objectives and priorities
C5 Passionate about customer service and consistently delivering excellence
C6 Well-developed report writing and presentation skills, with ability to communicate effectively in difficult circumstances and maintain composure
C7 Numerate, with demonstrable skills in budgetary control
C8 Outstanding and proven analytical and problem solving skills with the ability to make well-considered decisions, resolve conflicts and demonstrate sound, professional judgement
C9 Self-motivated with the ability to work effectively under pressure and to tight timescales and an aptitude for prioritising priorities and manage competing demands
C10 Integrity with high standards of personal bearing and behaviour
Experience
Essential
E1 Significant senior leadership and management experience within a complex customer facing environment
E2 Experience of leading the implementation and embedding of a formal customer service framework
E3 Change management experience, including reviewing processes, systems and procedures to achieve efficiency, value for money and customer centricity across organisational boundaries
E4 Experience of developing stakeholder communication strategies and initiatives
E5 A strong track record of leadership and delivery at a senior level operating in a political or highly complex environment – providing direction, delivering results, building on relationships and capability and demonstrating personal resilience
E6 Extensive experience of leading and managing teams to deliver excellence, including restructuring and service redesign, within a complex environment involving 24/7 working and associated shift working patterns and practices
E7 Proven experience of successfully leading continuous process improvement and change with demonstrable operational and financial efficiencies delivered
Desirable
F1 Experience of working within a unionised environment
F2 Experience of advising on security and emergency planning procedures and response
Job Features
Dimensions
The Head of Security and Operational Support operates as the senior professional within a major strategic department with business critical impact. The scope and impact of the role is University wide, particularly in the context of customer service, security, emergency planning and crisis management. As such the expectation is that the postholder will be a strategic influencer who plays a crucial role in the development and delivery of University and Departmental strategy in these areas, with a particular focus on developing the flexibility and interchangeability of roles to enhance agility and drive value for money.
Requirement to incorporate the operational aspects of vehicle movement and parking across each University Campus.
Currently in structural terms the postholder has five direct reports (Deputy Head, Security Manager, Library and Hunterian Front of House Manager, Bedellus and the Services Administrator) with overall responsibility for circa 175 staff across the services, (53 Security Services staff, 77 Janitorial and Mail Services staff and 45 Library and Hunterian Front of House staff).
The postholder is directly responsible for the financial management of a net annual spend of circa £5 million per annum.
Planning and Organising
· Reviewing the present organisational structures and service delivery models in the context of strategic priorities and customer service requirements.
· Driving all financial planning and budgeting activity across service areas.
· Ability to balance competing workload priorities from diverse sources often at short notice, including emerging security issues and threats.
· Manage the performance and development of direct reports, mentoring and supporting relevant others as required to ensure the provision of professional, business focused support services.
· Identify training requirements within the department and develop a schedule of training and support that delivers a step change in leadership and management capability and customer service focus.
Decision Making
· Influence and appropriately challenge the decision-making of senior colleagues within the University and Department by providing professional expertise across areas of responsibility.
· Responsible for making long and short term decisions about service delivery, business priorities and the appropriate approach to implementation.
· Resolve issues of conflict and situations with no precedent without recourse to line management, including in emergency and crisis situations.
· Facilitate solutions where disagreement exists across a range of stakeholders.
· Line management decisions in relation to team: recruitment, management and development of staff, work prioritisation and allocation and decisions on expenditure of budget.
· Ensuring appropriate business and financial controls, ensuring that key risks are identified, evaluated and controlled.
· Ensure identified security issues/risks are thoroughly investigated and escalated where appropriate.
Internal/External Relationships
· Able to work effectively with staff at all levels, frequent interaction with the Secretary and Deputy Secretary of Court, other senior University Services and College colleagues.
· Critical external University representative role with a range of agencies and stakeholder groups.
· Effective engagement with the academic community and student body critical.
· Effective engagement with staff within areas of responsibility, including campus trade union representatives.
Problem Solving
· Required to make judgements on emergency security issues and risks where there is no precedent and whether other leading opinions may conflict
· Address on a regular basis a wide range of complex strategic, commercial and operational issues across services and be able to identify actionable solutions
· Deal with conflict in the context of organisational change and the review of staff structures, service delivery models and operating processes and systems.
· Address on a regular basis issues relating to staff management, so recruitment, performance management, disciplinary, grievance etc. issues.
· Address issues raised by customer feedback across a range of service areas, identifying and addressing the key issues to provide optimum solutions.
Standard Terms & Conditions
Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 9, £49,230 - £55,389 per annum.
This post is full time and open ended.
New entrants to the University will be required to serve a probationary period of 6 months.
The successful applicant will be eligible to join the Universities’ Superannuation Scheme. Further information regarding the scheme is available from the Superannuation Officer, who is also prepared to advise on questions relating to the transfer of Superannuation benefits.
Ref: 013691, closing date 26 July 2016.
The University has been awarded the Athena SWAN Institutional Bronze Award
The University is committed to equality of opportunity in employment.
The University of Glasgow, charity number SC004401
More Info...
Copy of Departmental Structure option 1.xls
Apply for this job
Email these job details to a friend