Service Management

Service Management, part of the Applications Directorate, is responsible for managing a portfolio of centrally run services that are delivered directly to our customers.

Section Head: Alex Carter

The Service Management section brings together related central applications and web communications tools and functions as a single, packaged ‘IT service’ in support of academic and business activity within the University. The focus and scope of specific services are explained in their published Service Level Definitions (SLD's) and Service Level Agreements (SLAs).

Services and Teams

The section has two teams of service managers for Collaboration Services and Enterprise Data Services, a SharePoint team that offers SharePoint support and development as well as managing the service, and a service support team to provide operational support for all the section's services.

Services managed by the section
TeamBusiness ServicesSystems
Collaboration Services Team

Collaboration Tools

Email and Diary

Electronic Voting and Electoral System

Event Booking

Office 365 – approx 50k users - staff, students and external collaborators, including email and diary; on-line meetings and video conferences using Skype for Business; Sharepoint and OneDrive.

Wiki - more than 2,000 live wiki spaces.

Event Booking - key to delivering post graduate student skills training

Website hosting - a central hosting environment that encompasses a range of hosting solutions, from simple HTML websites through to standard web application hosting.

 

Enterprise Data Services Team

Business Reporting and Analytics

Document Management (via Serengeti)

Visitor Registration

OneTrust

Journyx

BI Tools, including BI Suite, Power BI, Qlikview and Qliksense, delivering Enterprise reporting for all areas of the University.

Serengeti Document Management System, enterprise document storage inegrated with key systems.

Identity Management – managing user accounts for around 500k appliants, students, staff, visitors and alumni

Visitor Registration – enabling the creation and management of computing accounts for users who are not in the HR or student record systems.

OneTrust - Data Protection Impact Assessment (DPIA) system, which can be used to identify the usage of personal data throughout the University and effectively reduce and manage the risk of processing personal data.

Journyx - Journyx is an employee time and expenses tracking application used by Information Services staff members in multiple directorates.

SharePoint TeamDocument Management (via Office 365)

Managing the University's use of SharePoint and associated technologies in Office 365 via the SharePoint Solutions Service.

The team also offer development of SharePoint sites and functionality as well as ongoing support for departments across the Univeristy.

Service Team 

Managed Mobile Service

Service Alerts

Service Reports

The team produces monthly service reports for priority services that can be viewed at the link below.

Monthly service reports

People in Service Management

 

Alex Carter

Head of Service Management

Contact details

 

Collaboration Services Team

Dawn Dodd

Collaboration Services Team Manager (job share)

Contact details

Catherine Hetherington

Collaboration Services Team Manager (job share)

Contact details

Alasdair Macleod

IRM Service Manager

Contact details

Seye Kuti

Email & Diary Service Manager

Contact details

Stephen Smith

Service Manager

Contact details

Duncan Wilson

Service Manager

Contact details

Maheen Naeem

Service Management Assistant

  • Service Management

Contact details

Dono Abdurahmanova

Service Management Assistant

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Zhijian Zhang

Service Management Assistant

Contact details

Anna Hallett

Staff Journalist

Contact details

SharePoint Team

Claire Bradford

SharePoint Solutions Manager

Contact details

Steph Hay

CRM Service Manager (Enquiry Management)

Contact details

Richard Sharp

SharePoint Solutions Specialist

Contact details

Enterprise Data Services Team

Susan Cooke

Enterprise Data Services Team Manager

Contact details

Andrew McFarlane

Service Manager

Contact details

Robert O'Brien

Service Manager

Contact details

Service Team

Alain Forrester

Service Team Manager

Contact details

Stevie Allison

Service Operations Coordinator

Contact details

Wassim Demnati

Service Operations Coordinator

Contact details

Jack Livingstone

Service Operations Coordinator

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Alisa Husain

Service Operations Assistant

Contact details

Damen Savva Savvi

Service Operations Assistant

Contact details