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- Tasks: Manage day-to-day operations of public-facing IT applications and support services.
- Company: Join the Scottish Government's Digital Services team for impactful work.
- Benefits: Competitive salary, opportunities for growth, and a chance to make a difference.
- Why this job: Be at the forefront of digital transformation and improve public services.
- Qualifications: Experience in IT service management and strong problem-solving skills.
- Other info: Collaborative environment with a focus on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Are you looking for the opportunity to work as a Live Services Operations Manager and join our Digital Services team? The role sits within the Digital Directorate → Digital Development Consents (DDC) Division → Live Services team. The Service Desk Manager is responsible for the day-to-day operation of the Scottish Government’s public-facing eDevelopment IT application, the new SG Pay service currently in the beta stage, and the Planning and Building Standards Fee calculator systems, and its associated public-facing Support Desk.
In this role, you will be responsible for maintaining service quality, enabling smooth operations, and supporting ongoing continuous improvement and upgrades of these services in line with Scottish Government priorities. You will be responsible for overseeing first- and second-line technical support for these applications including managing and investigating escalated issues and complaints and collating information on opportunities for service improvement from partners and service users. You will be responsible for developing and maintaining internal and external partner relationships, and co-ordinating delivery partners to aid the successful operation and evolution of these services for its full lifecycle. This will include working with third-line support providers and providing technical advice to project teams working to develop new and replacement services.
Responsibilities:
- Track, log, and correct information to protect assets and components.
- Analyse current processes and identify and implement opportunities to optimise them.
- Manage relationships with a team of delivery partners and subject matter experts to deliver service improvements quickly and efficiently.
- Take accountability for issues that occur and be proactive in searching for potential problems.
- Ensure that the right actions are taken to investigate, resolve and anticipate problems.
- Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
- See the bigger picture by taking groups of services and investigating how to get the best out of underlying services.
- Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library), or a comparable ITSM framework.
- Demonstrate experience in meeting the needs of users across a variety of channels.
- Bring insight and expertise into how user needs have changed over time to ensure they are met by the business.
- Apply strategic thinking to provide the best service for the end user.
Live Services Operations Manager in Glasgow employer: Scottish Government
Contact Detail:
Scottish Government Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Live Services Operations Manager in Glasgow
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their current projects and challenges, especially in the realm of digital services. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. Focus on articulating your experience with service management and problem-solving, as these are key for the Live Services Operations Manager role.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly shows your enthusiasm. Plus, it’s a great way to ensure your application gets into the right hands.
We think you need these skills to ace Live Services Operations Manager in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with service management and user support. We want to see how your skills align with the responsibilities of the Live Services Operations Manager role.
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled issues in previous roles. We love seeing candidates who can demonstrate their proactive approach to problem-solving and service improvement.
Highlight Your Teamwork Experience: Since this role involves coordinating with delivery partners and internal teams, make sure to mention any relevant teamwork experiences. We value collaboration and want to know how you’ve successfully worked with others to achieve common goals.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Scottish Government
✨Know Your Services Inside Out
Make sure you’re familiar with the public-facing eDevelopment IT application and the SG Pay service. Understand their current beta stage and how they fit into the Scottish Government's priorities. This knowledge will help you demonstrate your commitment and readiness to manage these services effectively.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled escalated issues in previous roles. Be ready to discuss specific situations where you identified problems, implemented solutions, and took preventive measures. This will highlight your proactive approach and ability to maintain service quality.
✨Emphasise Relationship Management
Since the role involves managing relationships with delivery partners and subject matter experts, think of instances where you successfully collaborated with others. Share how you’ve built strong partnerships and coordinated efforts to achieve service improvements quickly and efficiently.
✨Demonstrate Strategic Thinking
Be prepared to discuss how you can apply strategic thinking to enhance user experience. Think about how user needs have evolved and be ready to share insights on how you would ensure these needs are met through continuous improvement and upgrades of the services.
