Senior IT Service Manager

We are looking for an individual who is passionate about optimising and continuously improving live services through evidence-based decisions, has a proven track record of developing and motivating high-performing teams, and excels at building strategic stakeholder relationships. If this sounds like you we encourage you to apply.

You Will Work Within Information & Technology Services (iTECS), a Division Of The Scottish Government That Sits Within The Digital Directorate. Led By The Chief Operating Officer, ITECS Is Responsible For:

• Delivering corporate ICT and information services for Scottish Government.
• Delivering shared ICT services (SCOTS Connect) to paying customers across the central government community in Scotland – shared services customers now make up around 50% of the 23,000 user base.
• Protecting Scottish Government’s information and ICT assets.
• Contributing to the delivery of Digital Public Services by ensuring that our people and businesses are making the most of the digital opportunity; and that ICT public services are customer-centric, collaborative, integrated, efficient and continuously improving by making best use of digital technology.

Responsibilities

• Using evidence-based decision making, identify opportunities for iTECS to improve existing and new services for customers to enhance iTECS reputation and deliver on our ambition to position iTECS as the supplier of choice for the public sector in Scotland.
• Lead and develop a team of experts to deliver service improvements - help to evaluate and establish requirements for the implementation of changes by setting policy and standards providing guidance to others on working in the strategic context.
• Promote, implement, and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. Change Enablement, Problem Management, Incident Management.
• Influence stakeholders and manage relationships effectively whilst building long-term strategic relationships to facilitate and deliver business objectives.
• Working closely with iTECS Lead on the customer experience function to promote the benefits and impact of experience management to iTECS service teams and service users, evaluating current strategies to ensure business requirements are being met and exceeded where possible.

Success Profile

Success profiles are specific to each job, and they include the mix of experience, skills and behaviours candidates will be assessed on.

Professional/Technical Skills:

This role is aligned to the IT Operations within the IT Service Manager. You can find out more about the skills required, here.

These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment.

Experience:

• Experience of leading an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, to deliver services meet customers strategic priorities.
• Ability to schedule and plan priorities for a large group of technical specialists and the ability to effectively manage diverse teams.
• Strong demonstrable project management with experience of participation, and or delivery of major IT projects.
• Practitioner level knowledge of Agile or Prince 2.
• Experience of developing and managing services which deliver value to customers, and the ability to build and manage relationships with internal and external stakeholders, including supplier and vendor management experience.
• A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service to our customers. This will include streamlining processes to ensure you can focus on delivering support for new business critical technologies.
• The ability to communicate and engage with people across a range of grades and knowledge, quickly grasping the issues and providing answers for both technical and non-technical stakeholders.
• Experience of developing clear service offering and designing effective process using an ESM tool to deliver services which customer can understand and are intuitive to use.

Behaviours:

Changing and Improving – Level 3.

How To Apply

Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above. If invited for further assessment, this will consist of an interview and DDaT Technical assessment where the behaviours, experiences and technical skills outlined in the Success Profile will be assessed.

The sift is scheduled for w/c 23 June 2025. Interviews and DDaT Technical assessments are scheduled for w/c 28 July 2025, however these may be subject to change.

About Us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education, health, the economy, justice, housing, and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles.

Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. We offer a supportive and inclusive working environment along with a wide range of employee benefits.

As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.

Working pattern

Our standard hours are 35 hours per week, we offer a truly flexible working including full-time, part-time, flexitime, and compressed hours depending on the needs of the role. If you have specific questions about the role you are applying for, please contact david.swan@gov.scot.

DDaT Pay Supplement

This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession, as a member of the profession you will join the professional development system. This post currently attracts a £5,000.00 annual DDAT pay supplement, applicable after a 3-month competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are reviewed regularly and there is one currently underway. Changes will be communicated when the review is concluded.

Equality Statement

We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes.

Apply before: 22 June 2025 (23:59)