The Role

We are seeking an experienced and forward-thinking Head of Business Support to play a pivotal leadership role within our Estates & Facilities Directorate. This is a strategic post with responsibility for driving operational excellence, enabling effective decision-making, supporting delivery of the directorates People Plan and leading the development and delivery of a new digital strategy for the directorate.

A core priority of the role will be the design and implementation of a modern digital customer interface, providing a single, intuitive point of access for all estates and facilities service enquiries. This role will champion a customer‑focused, data‑driven approach to service delivery, ensuring our services are efficient, transparent, and aligned with organisational priorities.

Key Responsibilities

• Play a key role in the development and implementation of a directorate-wide digital strategy, aligning with the organisation's wider digital and transformation ambitions.
• Lead of the implementation of a new digital customer interface for all service requests and enquiries, improving accessibility, responsiveness and customer experience.
• Support the delivery of the directorates successful People Plan.
• Provide strategic oversight of business support functions, including service performance, planning, reporting, governance and continuous improvement.
• Act as a key adviser to the Director of Campus Services, providing insight, analysis and assurance to support informed decision-making.
• Lead and develop a high-performing business support team, fostering a culture of collaboration, innovation and accountability.
• Oversee data management, management information and performance dashboards to drive evidence-based service improvements.
• Manage complex stakeholder relationships, ensuring strong engagement with customers, colleagues and digital/IT partners.

About You

• You will be a credible and influential leader with a strong track record of delivering business improvement and digital change in a complex organisation.

You will bring:

• Significant senior-level experience in business support, operational management or service transformation, preferably within estates or a large multi-service environment.
• Proven experience of leading digital strategy development and implementation, including customer-facing systems or service portals.
• Strong understanding of customer experience design, service request workflows and end-to-end process improvement.
• Excellent analytical skills, with the ability to translate data into actionable insight.
• A collaborative and inclusive leadership style, with experience of managing and developing professional teams.
• Outstanding communication and stakeholder engagement skills, with the confidence to influence at senior levels.

Why Join Us?

This is a rare opportunity to shape the future of how Estates Facilities and Campus Development services are delivered, placing digital innovation and customer experience at the heart of a critical directorate. You will have the scope and autonomy to make a lasting impact, working with committed colleagues in a values-driven organisation.

To apply:

Please submit your CV and covering letter via the online portal.

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from all local and international communities, including Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals. 

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support. 

Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.