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Wednesday 19 December
It > About > Who we are

Who we are

Dieter Kraftner, Chief Information Officer (CIO)

Dieter Kraftner - Chief Information Officer (CIO)

Helen Pamment - PA to Dieter Kraftner - To get in touch please contact

Located in Cambridge, Chelmsford and Peterborough, we provide IT services and classroom support to over 30,000 students and staff across our main campuses and partnerships.

We are responsible for the design, delivery, support and maintenance of IT systems and services used across the University by staff and students.

Our remit covers:

  • Staff and student IT Support
  • Provision and support of curriculum IT labs
  • Provision and support of teaching/meeting room audio-visual and video conferencing technology
  • Provision, management and support of all end-user and server/network IT infrastructure and associated security
  • Procurement and management of all university IT assets and licenses
  • Audio-visual equipment loans for academic purposes
  • Central and distributed printing services
  • IT Training
  • IT/Digital strategy and associated architectural governance
  • Planning, management and delivery of IT/digital projects for the university
  • Delivery and development of integrated IT solutions/applications
  • Management and support of all university business and academic applications (including student records system, finance system, HR system, timetabling, Learning management systems, etc..)

Customer Feedback

We welcome feedback on our services from all our customers. Your feedback will help shape IT services in the future. For all IT support and queries contact our Customer Support Team on Extension 4357 or 01245 68 4357 or by email at

Our groups

Click on the department names below to find out more information about us.

IT Operations

Joe McIntyre Assistant Director IT Operations

Joe McIntyre - Assistant Director, IT Operations

Our IT Operations Group provides help, advice, support and maintenance for the information-technology systems and services that you use every day across our University.

Our Assistant Director, IT Operations is Joe McIntyre, who provides strategic management for the Group.

Customer Service Team

Our Customer Service Team is the front-facing part of our Service, providing first-contact online support for students and staff through a variety of media including a self-service web presence, online chat, dedicated telephone lines and email. The Team also provide our campus switchboard services.

Customer Service are the first port-of-call for all your enquiries. If they cannot address an issue themselves, they will escalate it to our other support teams managing its progress on your behalf.

Our Head of Customer Service is Glenn Hearnah.

Desktop Service Team

Our Desktop Service Team provides onsite support for equipment in classrooms and video conferencing suites as well as a range of deskside support and maintenance services including computer and telephone installation, moves and disposal.

Desktop Service supports conferences, events, open days and other activities as well as managing software and hardware asset records for all the computing equipment and software that you use every day at our University.

Our Head of Desktop Service is Matthew Adams.

IT Communications & Skills Team

Our IT Communications & Skills Team provide face-to-face training, workshops and drop-in sessions throughout the year as well as managing our online training resources on your behalf. They facilitate the information-technology parts of staff induction events and student arrival activities.

IT Communications & Skills author, edit and design our self-help materials and manage our Service web presence.

Our IT Communications & Skills Manager is Clare Worley.


Our Infrastructure teams manage our networks and servers. They are responsible for the security of our systems and work closely with all other areas of our Service to provide the safe, stable, resilient and responsive information-technology environment in which you work every day.

Our Head of Infrastructure is Rob Spalding.

Database Management

Our Database Management Team monitor and administer the many databases that lie at the heart of our systems and services, ensuring that the information in use every day is available to you in a safe, secure and resilient manner.

Our Lead Technical Analyst (Database Administration) is Lydia Austin.

Endpoint Infrastructure

Our Endpoint Infrastructure Team build, package and deliver the applications that make up our standard University computing solutions. They manage the virtual desktop solution used in our student open access areas and the remote desktop that you use at home.

Our Lead Technical Analyst (Endpoint Infrastructure) is Tim Kitchener.


Our Networks Team manage connectivity across our University, linking buildings, sites and campuses together to create a single University-wide network. They provide our telephony and wireless network services as well as manage the firewalls and other security that protect us from malware and cyberattacks.

Our Lead Technical Analyst (Networks) is Carl Sinclair.


Our Systems Team manage the servers and shared storage that you use every day at our University. They provide our email services and manage and administer the domain that secures our network and controls your access to our systems and services.

Our Lead Technical Analyst (Systems) is Richard Mainprize.

Learning & Teaching Technologies

Julian Luttrell - Assistant Director, Learning & Teaching Technologies

Julian Luttrell - Assistant Director, Learning & Teaching Technologies

Our Learning & Teaching Technologies Group is responsible for developing and installing media and AV technology, supporting academic IT facilities in teaching spaces, operating and supporting media production facilities and loans service, and providing the Anglia Ruskin Printing Service.

We are divided into three teams:

  • The Academic IT Services Team is managed by Chris Herbert. We provide student-facing support for academic IT equipment and software installed in teaching spaces, and work closely with other IT Services teams to ensure the development and roll-out of new facilities. We also operate studios, media production workstations, and a media production equipment loans service.
  • The Multimedia Infrastructure Team is managed by Matt Hall. We procure and deploy new media and AV infrastructure equipment and software for students and staff covering teaching spaces, meeting rooms, and digital signage.
  • The Anglia Ruskin Printing Services Team is managed by Sue Fry. We provide a printing service for students, staff, and external customers, covering both a large volume and format print room and a multifunctional device fleet across all our campuses.

General classroom support is provided by the IT Customer Service team.

Facilities available to students and staff include:

  • Studios for video and photography Cambridge
  • Media production workstations Cambridge
  • PC and Mac computer teaching rooms Cambridge and Chelmsford
  • Loan of media equipment Cambridge and Chelmsford
  • Classroom AV infrastructure in teaching rooms
  • Digital signage services all campuses
  • Multifunction devices (printers) all campuses
  • Print room for printing large volumes or formats Cambridge and Chelmsford campuses

Projects & Planning

Mandy Goss - Assistant Director, Projects & Planning

Mandy Goss - Assistant Director, Projects & Planning


  • Strategic Planning
  • Annual Capital Planning
  • Business Engagement
  • Business Analysis
  • IT Architectural Design
  • Architectural Governance
  • Project Management
  • Project Office
  • Capital Budget Management
  • Resource Management
  • Administration

Teams in more detail:

Project Office Team

Key Responsibilities:

  • Annual Portfolio planning
  • Project Management
  • Project Documentation & Reporting
  • Programme Management
  • Project Office Management
  • Project Administration
  • IT Capital Budget Management

Architecture Team

Key Responsibilities:

  • Enterprise Architecture
  • Network infrastructure architecture
  • Solution Architecture
  • Solution design
  • Architectural governance
  • Technical standards co-ordination
  • Business Analysis
  • Requirements Analysis
  • Business Systems process design

Business Engagement Team

Key Responsibilities:

  • Business Engagement
  • Business IT planning
  • High-level requirements definitions
  • Business case production
  • Business advocacy

To contact the Business Partners visit the team page here.

Resource & Admin Team

Key Responsibilities:

  • Financial Administration
  • Liaison with Finance, Facilities, H & S
  • Absence Returns
  • Office Administration
  • General Administration
  • Executive support

Information Systems

Mandy Goss - Assistant Director, Information Systems

Paul Gallagher - Assistant Director, Information Systems

Responsible for the Information Systems & Development Department, including maintenance, and support of all ARU applications, overseeing the management of all application vendors and suppliers and all solution development including application integration and Business Intelligence Systems.

Areas covered being:

Solution Development & Integration

  • Identity Management
  • System integration development
  • Solution development
  • Solution enhancement
  • 3rd level support (for in-house solutions)

Application Quality Assurance

  • Test planning
  • System integration testing
  • UAT co-ordination

Application Management

  • Application vendor management
  • 2nd line application systems support
  • Application configuration
  • Application upgrades & patches
  • Application security administration
  • Application environment management

Business Intelligence Systems

  • BI Systems development
  • Data warehouses
  • BI systems support
  • Reports development