At a Glance
- Tasks: Lead the transformation of IT services for thousands across Scotland using modern technologies.
- Company: Join the Scottish Government, a key player in public service innovation.
- Benefits: Enjoy flexible working, competitive pay, and a supportive environment.
- Other info: Be part of a diverse team driving digital transformation in the public sector.
- Why this job: Make a real impact on digital services that improve lives in Scotland.
- Qualifications: Experience in IT service delivery and strong project management skills required.
The predicted salary is between 57692 - 70512 £ per year.
We're looking for an ambitious IT Service Delivery Manager to play a leading role in transforming one of the largest end-user computing environments in the public sector. As Scottish Government modernises the SCOTS platform, you will help drive the transition to a cloud-managed future built on Microsoft Intune, Windows Autopilot and modern endpoint management technologies. This is a unique opportunity to influence how workplace technology is delivered to thousands of colleagues across Scotland while helping to shape the next generation of digital services.
As an IT Service Delivery Manager, you will join an inclusive and collaborative culture and be responsible for the delivery and continual improvement of end user hardware and software services across the SCOTS platform. Working closely with technical teams, suppliers and stakeholders from across Information & Technology Services (iTECS), you will ensure our services remain reliable, secure and customer-focused while supporting a major programme of technological change.
The SCOTS Delivery branch is part of the Information & Technology Services (iTECS) Division. Our mission is to support and improve the delivery of public services in Scotland by enabling our customers to make the most of technology and digital services. As we move towards a modern, cloud-managed device estate, customer focus, service excellence and continuous improvement are more important than ever. This role will be at the heart of that journey, helping to deliver a simpler, more secure and more flexible digital workplace experience for the future.
The SCOTS Delivery Branch is responsible for the strategy, support, and utilisation of hardware and software. This branch will innovate, design, and review current and future services, including:
- To plan and develop the strategy and utilisation of hardware and software in the Scottish Government;
- To enhance and support our current software and hardware delivery services;
- To maintain an accurate and robust software and hardware asset management function;
- To evaluate, develop, and support our print strategy.
Responsibilities:
- Lead the delivery and continual improvement of hardware and software services, driving service excellence and operational performance.
- Lead the evaluation and implementation of service changes, ensuring alignment with established policies, standards and business requirements.
- Lead the proactive identification, management and resolution of service issues and risks.
- Maintain ownership of core hardware and software services, ensuring they continue to support business priorities and user needs.
- Translate strategic direction into effective service delivery outcomes and improvement plans.
- Contribute to the design and implementation of service strategies, ensuring policies and service models meet business requirements.
- Demonstrate a strong understanding of modern endpoint management technologies and how services integrate within the wider technology landscape.
- Champion user-focused service delivery, ensuring services meet the needs of users across multiple channels and touchpoints.
Success Profile:
Success profiles are specific to each job, and they include the mix of experience, skills and behaviours candidates will be assessed on.
Experience Lead Criteria:
- Experience of leading an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, to deliver services that 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 experience, with experience of participation in and/or delivery of major IT projects.
- Practitioner‑level knowledge of Agile or Prince2.
Lead Criteria 2:
- Good analytical skills to be able to scrutinise service delivery metrics versus requirements, in order to identify opportunities to meet customer needs through technological solutions.
- The ability to identify and manage risks, whilst proactively responding to and anticipating sudden changes to business priorities.
- A commitment to continual service improvement.
- The ability to communicate and engage with people across a range of grades and levels of knowledge, quickly grasping issues and providing clear responses for both technical and non‑technical stakeholders.
- Experience of developing clear service offerings and designing effective processes using an ESM tool to deliver services that customers can understand and find intuitive to use.
Technical Skills:
This role is aligned to the IT Service Manager, Senior IT Service Manager within the IT Operations.
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. Candidates will have their applications assessed against all Experience criteria.
If a large number of applications are received an initial sift will be conducted on the Lead Criteria highlighted above. Candidates who pass the initial sift will have their applications fully assessed.
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.
We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.
Apply before 23:55 on 30 August 2026.
Senior IT Service Manager employer: Scottish Government
The Scottish Government offers a dynamic and supportive work environment, where you can make a significant impact on customer service and safeguarding across Scotland. With a strong focus on employee development and innovation, you will have access to numerous growth opportunities while working alongside a dedicated team committed to excellence in public service. Join us in shaping a high-performing organisation that values collaboration and strives for transformative results.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Service Manager
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Scottish Government values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Scottish Government might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Scottish Government!
✨Direct Apply to Scottish Government
Let's not forget to apply directly through the Scottish Government website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior IT Service Manager
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Scottish Government.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Scottish Government. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Scottish Government
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
