eRDM Operations Manager (IT Service Manager)
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Job Location:
Monthly Salary:
Posted on:
24-10-2025
Vacancies:
1 Vacancy
Job Summary
Do you have a passion for leading on IT service delivery and improving user experience
The Knowledge and Information Management Branch (KIM) ensures that the Scottish Government (SG) is in a position to gather analyse store and share its knowledge and information with the citizens of Scotland and beyond as required.
As eRDM Operations Manager you will be responsible for the eRDM ICT Team and support and exploit the eRDM service to provide a robust records and document management system. You will report to the B3 Senior eRDM Service Manager and will also provide support to the Corporate Records Manager in their responsibilities for ensuring the SG information management practices are compliant with relevant legislation and standards including the Public Records (Scotland) Act and the Data Protection Act. This post will have line management responsibility for seven members of staff ranging from A to B band.
Responsibilities
- Be involved in upgrade projects and identify and exploit Objective functionality using the workflow functionality.
- Support eRDM Connect and ensure documentation is updated as and when required for this service.
- Investigate problems and opportunities in existing processes and contribute to recommending solutions.
- Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
- Own an issue until a new owner has been found or the problem has been mitigated or resolved.
- 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 comparable ITSM framework.
- Produce relevant reports in a standard format and agreed timeframe.
- Work with important stakeholders to discuss any changes in the reporting processes.
- Identify important stakeholders and relationships and work with teams to build these relationships.
- Identify and engage with users or stakeholders to collate user needs evidence.
Responsibilities
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:
- Experience in managing an IT service delivery function using the practical application of ITIL or other relevant ITSM Framework to meet challenging service targets. This will include the ability to work with limited supervision displaying good judgement strong planning organisational influencing and project management skills to deliver services to agreed timescales and wider strategic priorities.
- Good analytical skills to be able to scrutinise issues and draw conclusions and interpretations from the information available to plan and deliver solutions for customers. This will include being proactive in responding and anticipating sudden changes to business priorities.
- 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 is assessed at sift along with a more in-depth assessment at interview.
Technical Skills:
This role is aligned to the IT Service Manager Job Role within the IT Operations Job Family.
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.
Behaviours:
- Leadership (Level 3)
- Delivering at Pace (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 3 Experience criteria listed in the Success Profile above.
Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others or generated by artificial intelligence and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
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.
Interviews and DDaT Technical assessments are scheduled for w/c 17th November or 24th November 2025 however this may be subject to change.
Qualifications
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 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 CivilService we uphold theCivil Service Nationality Rules.
Working pattern
Our standard hours are 35 hours per week we offer flexible working including full-time part-time flexitime and compressed hours depending on the needs of the role.
From October 2025 the Scottish Government will require staff in hybrid-compatible roles 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
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 theUK Government website or read about the different levels of security checks in ourCandidate Guide.
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.
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 Guidefor further information on our recruitment and application processes.
Apply Before: 9th November 2025 (23:59) - This role is open to internal candidates and Common Citizenship organisations only.
Required Experience:
Manager
Key Skills
- Information Technology
- Contract Attorney
- Fire Alarm
- Catia
- Asic
