Senior IT Service Manager

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.

Information & Technology Services (iTECS) is a Division within Scottish Government and part of the Digital Corporate Operations Directorate. It is headed by the Chief Operating Officer and has responsibility 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 over 50% of the 21,000-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.

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.

The Government Digital and Data (GDD) Profession is a UK-wide group of over 24,000 civil servants dedicated to driving digital transformation in government through more efficient, data-driven public services. This community oversees a wide range of responsibilities, including architects, data scientists, engineers, and content designers, across different, multidisciplinary teams. The profession, sponsored by the Government Digital Service (GDS), offers the frameworks, skills, and development routes necessary for these individuals to thrive and produce improved outcomes for the public.

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 1 - 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. 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 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.

Experience is assessed at sift, along with a more in-depth assessment at interview.

Technical Skills

This role is aligned to the IT Service Manager, Senior IT Service Manager within the IT Operations. You can find out more about the skills required, here: IT service manager - Government Digital and Data Profession Capability Framework. 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.

Behaviours

Changing and Improving - Level 3. You can find out more about Success Profiles Behaviours, here. Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage.

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 observing the Civil Service Code and 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. Find out more about what we offer.

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

Working pattern

Our standard hours are 35 hours per week and we offer a range of flexible working options depending on the needs of the role, including Flexi-leave. Scottish Government staff in hybrid-compatible roles should aim to work in-person 40% of the time, either in an office or other agreed work location.

If you have specific questions about the role you are applying for, please contact us.

Security checks

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). You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.

Skilled Worker Sponsorship not being offered

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.

Recruitment Principles

As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

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.