IT Service Delivery Manager
IT Service Delivery Manager
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Job Description
Are you interested in joining the iTECS division as an IT Service Delivery Manager
Information & Technology Services (iTECS) is a Division within Scottish Governmentand part of Digital DirectorateIt 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 thecentral government community inScotland shared services customers now make up over 50% of the 21500 userbase;
- Protecting Scottish Governments information and ICT assets;
- Contributing to the delivery of Digital Public Services;
- Ensuring that our people and businesses are making the most of digital opportunities;andDelivering ICT services that are customer-centric collaborative integrated efficientand continuously improving by making best use of digital technology.
- IT Support Services Branch (ITSS) is part of the Information & Technology Services(iTECS) Division. Our mission is to support and improve the delivery of public servicesin Scotland by enabling our customers to make the most of technology and resources and to help them find solutions to their problems.
ITSS is a large branch where staff are in daily contact with SCOTS focus customer engagement and making continuous service improvementsto our processes and service delivery goals are key drivers for the success of provide essential IT support and services through our approachable Service Desk (1st line) and skilled Technical Support team (2nd line).
Responsibilities
- Maintain secure configuration and accurate information controlling IT assets in one ormore significant areas. Verify the location and state of assets.
- Investigate problems and opportunities in existing processes and contribute torecommending solutions. Work with stakeholders to identify objective and potential benefits.
- Manage a programme of continual service improvement tools techniques andprocesses for service improvement and change.
- Manage incidents until a new owner has been found or the problem has beenmitigated or resolved. Define document and carrying out of small projects/sub-projects.
- See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
- Experience of meeting challenging service targets in an IT service delivery role.
- Produce relevant reports in a standard format and agreed timeframe using your dataanalysis skill work with important stakeholders to discuss any changes in the reporting processes.
- Identify and manage important stakeholders and relationships and work with teams tobuild and improve these relationships.
- Maintaining an awareness of current developments in the technical specialism.
- Identify and engage with users or stakeholders to collate user needs evidence. Workclosely with wider iTECS teams & Service owners to provide measurable outcomes forusers.
- Line managing mentoring and developing IT Support Analysts.
Responsibilities
Success Profile
Technical Skills:
This role is aligned to the IT Operations within the IT Service Manager General 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 in an IT service delivery role using the practical application of ITIL tomeet challenging service targets. This will include the ability to work with limitedsupervision displaying good judgement strong planning organisational influencingand project management skills to deliver services to agreed timescales and widerstrategic priorities
Good analytical skills to be able to scrutinise issues and draw conclusions andinterpretations from the information available to plan and deliver solutions forcustomers. This will include being proactive in responding and anticipating suddenchanges to business priorities
A commitment to continual service improvement; you will be willing to challengeestablished practices using evidence to deliver a better service to our customers. Thiswill include streamlining processes and reducing costs to ensure you can focus ondelivering support for new business critical technologies
The ability to communicate and engage with people across a range of grades andknowledge quickly grasping the issues and providing answers in a non-technicalformat as appropriate. In particular experience in using Assyst or similar servicemanagement tool to provide clear service
Behaviours:
- Managing a Quality Service Level 3
- Developing Self and Others 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.
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 16th June 2025.
Interviews and DDaT Technical assessments are scheduled for w/c 7th July 2025 however these may be subject to change.
Qualifications
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 theUK 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. Find out more aboutwhat we offer.
As part of the UK Civil Service we uphold theCivil Service Nationality Rules.
Working Pattern
Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for please contact us.
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 todiversityand how we offer and supportrecruitment adjustmentsfor anyone who needs them.
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 5000.00 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.
Further information
Find out more about our organisation what we offer staff members and how to apply on ourCareers Website.
Read ourCandidate Guidefor further information on our recruitment and application processes.
If you have specific questions about the role you are applying for please contact
Apply before: 15th June 2025 (23:59)
Required Experience:
Manager
Employment Type
Full-Time
