Head of Engagement and User Services

About the role

Provide strategic and operational leadership for the University Library’s engagement with students, faculty, researchers and the wider university community. The role ensures library services are user‑centered, accessible, innovative and aligned with the university’s teaching, learning and research priorities.

Key responsibilities

• Develop and implement the library’s strategy for user engagement, experience and service delivery.
• Approve short‑ and long‑term development plans and oversee user services, communication and guidance programmes.
• Lead design and implementation of staff training, performance evaluation and job description reviews.
• Drive continuous development of an integrated, user‑centered service model across physical and virtual environments.
• Propose innovative measures to improve operational efficiency and identify performance gaps.
• Benchmark the library’s engagement against leading academic libraries and foster collaboration.
• Ensure library spaces, websites, discovery systems and service points provide a consistent, intuitive experience.
• Identify opportunities to use AI responsibly to enhance discovery, information literacy and service delivery.
• Prepare periodic reports on workflow progress, achievements, challenges and future plans.
• Contribute to joint development activities among higher‑education institutions in the country.

Required profile

• Bachelor’s degree in a relevant field; Master’s degree in Library and Information Science (MLIS/MLS) preferred.
• Minimum of 5 years progressive library experience, including supervisory or leadership roles in an academic or research library.
• Proven experience in planning and developing strategic programmes that support institutional objectives.
• Demonstrated management and leadership experience within an academic library setting.
• Strong communication, negotiation, decision‑making, presentation and partnership‑building skills.
• Ability to design and implement innovative, integrated programmes and services.
• Experience leading diverse teams responsible for public programmes, visitor services and community partnerships.