Service Delivery

Digital and Technology Services

Service Delivery

Excellence in service operations


Champion operational effectiveness and customer focused services. 


The Service Delivery team leads on the delivery of customer focused, secure, professional and responsive technology services and ensure the smooth operational running of core global UoN infrastructure, platforms and systems.

The team champion and improve the maturity of service operation disciplines and instil structured processes and practices within the function to ensure a consistent and measurable service that is aligned with business expectations.



Service Delivery Team


Customer Service

Customer Services consists of the front-line functions (Switchboard, IT Service Desk, Laptop Loan & Repair, Smart Bars) where we provide face to face or virtual support and guidance for staff, students and researchers. 

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Campus IT Support

Campus IT Support teams provide technical support for staff and students experiencing issues with IT or AV equipment, as well as providing guidance for IT solutions for teaching, learning and research. 


IT Service Management

IT Service Management ensures that our digital service offering is well designed and strives to maximise value and minimise operational costs. The team consist of Service Managers and a Process Office and is also a focal point for incidents and escalation. 


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Application Support

Application Support undertake key activities to maintain the operation of business applications, databases and business processes. They monitor utilisation and look to identify trends which could affect service performance.


IT Operations and Cloud

IT Operations are responsible for daily operations, preventative maintenance, support and upgrades necessary to manage and protect the IT Infrastructure and major business applications, both on-premise and cloud based.

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IT Security

The Security team are responsible for monitoring the global enterprise campus network for malicious activity, misconduct or abuse, as well as managing security incidents and endpoint compliance. 



Meet the Team


The Service Delivery function is led by Director of Service Delivery, Jason Phoenix.

The team is responsible for running and optimising service delivery across the global organisation, maintaining the live service environments and promoting operational and customer excellence.

View our Service Catalogue:

Jason Phoenix



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