IT Service Coordinator

The IT Service Coordinator plays a vital role in the transition and support of our IT services and is an ideal role for developing an understanding of how the strategic and operational components of IT services interrelate.

You will work in a multidisciplinary Service Management environment managing and reporting on all areas of technical service delivery including updating and maintaining the systems processes and documentation for practices such as IT Service Catalogue IT Service Design Change Control Incident and Problem Management.

You will create and maintain relationships across a wide range of stakeholders alongside developing technical skills and understanding. You will support day-to-day activities and also help to identify and deliver on continuous improvement opportunities for our services.

Please note this post is a Fixed Term Appointment for 47 months.

The Chief Digital Office (CDO) division is responsible for delivering the infrastructure capability and digital solutions that will support the Social Security Programme and ultimately the new Agency. Key focus areas of the CDO Division are:

Architecture and overall design
Technologies and platforms
Digital Risk and Cyber Protection
Operational Delivery and Capability
Commercial Arrangements

Social Security Scotland an Executive Agency of the Scottish Government delivers 17 major benefits reaching around 2 million people across Scotland. With an annual benefit budget of 6.7 billion for 202526 Social Security Scotland plays a central role in supporting low-income and disabled individuals carers and families while contributing to the Scottish Governments statutory child poverty targets. Our Charter affirms the agencys values and commitments ensuring that clients are treated with dignity fairness and respect and that their feedback informs service enhancements.

Social Security Scotland embeds a positive and inclusive organisational culture. This focuses on employee wellbeing diversity and inclusion professional development and performance improvement. The agency recognises that its workforce is key to delivering high-quality public services and is committed to creating an environment where staff are empowered to grow and contribute meaningfully.

At this role level you will:

Manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations focused on service availability and performance.
Ensure that all service and support functions remain responsive to customer needs.
Ensure that the service catalogue and wider IT service operations knowledge library are maintained.
Ensure that adequate reporting and service standards are met for your specific service.
Ensure that all technical change is communicated and managed with appropriate governance.
Ensure that a programme of continual service improvement is put in place across the wider service delivery function.

Responsibilities
Verify the location and state of assets.
Investigate problems and opportunities in existing processes and contribute to recommending solutions.
Work with stakeholders to identify objectives and potential benefits.
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 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.
Add a commentary that provides an interpretation of the data set.
Identify important stakeholders and relationships and work with teams to build these relationships.
Understand how to work with stakeholders and contribute to improving these relationships.
Work within a strategic context and communicate how activities meet strategic goals.
Contribute to the development of strategy and policies.
Understand the core technical concepts related to the role and apply them with guidance.
Identify and engage with users or stakeholders to collate user needs evidence.
Understand and define research that fits user needs.
Use quantitative and qualitative data about users to turn user focus into outcomes.

Success Profiles
We use an assessment framework called Success Profiles which lists the elements we test and provides detailed descriptions of each. Find out more about how we assess theSuccess Profile elements

Essential Experience
1. A commitment to continual service improvement; you will be willing to challenge established practices using evidence to deliver better services to customers. You will have a working knowledge and experience of using methodologies such as Agile and Prince 2 to support project delivery of improved services to customers.

2. 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.

Behaviours
Seeing the big picture - (Level 3)
Delivering at pace (Level 3)

You can find out more about Success Profiles Behaviourshere:Success Profiles - Civil Service Behaviours ()

Technical / Professional Skills:
This role is aligned to General IT service manager within theDigital Data and Technology Profession.

These skills will be tested during the Technical Assessment if you are successful at sift stage. Theywill be not beassessed at application review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework

How toApply
Applyonlineyou must providea CV and Supporting Statement(of no more than 1000 words) which provides evidence of how you meet the experience and behaviours listed in the Success Profilesabove.

Artificial Intelligence (AI) tools can be used to support your application but all statements and examples provided must be truthful factuallyaccurateand taken directly from your own experience. Where plagiarism has beenidentified(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 seeourcandidate guidancefor more information on acceptable and unacceptable uses of AI in recruitment.

Shoulda large number ofapplications be received an initial sift may be conductedusing the CV andSupporting Statement based on the first Experience criteria.

Candidates who pass the initial sift will have their applications fully assessed.

Candidates who are successful at sift stage will be invited to attend an Interview and Technical Assessment. The interview will further assess the Experience and Behaviours listed in the job advert and the Technical Assessment will evaluate the Technical Skills relevant to the role.

Candidates who pass the sift and are invited to the Interview and Technical Assessment stage will receive a Technical Assessment Candidate Pack which will outline the skills to be assessed and the assessment methods to be used.

Following the application sift there may be a telephone interview as part of the assessment process before the main interview.

We aim to provide feedback on request. However if we receivea large number ofapplicationsit may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.

Expected Timeline (subject to change)
Sift w/c 26^th January 2026
Interview w/c 16^th February 2026
Location In Personin either Dundee or Glasgow

Reserve List
In the event thatthere are more successful candidates than posts available a reserve list will be kept for up to 12 months.

AboutUs
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from allwalks of lifein Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve.Find more about us here.

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 theUK Civil Service we uphold theCivil Service Nationality Rules.

DDaTPay Supplement
This post is part of the Scottish Government Digital Data and Technology (DDAT) profession and as a member of the profession you will join the professional development system. This post currently attracts a 5000 annualDDATpay supplement applicable after a 3monthscompetency 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.

WorkingPattern
Our standard hours are 35 hours perweekand we offer a range of flexible working options depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location which will be either Glasgow or 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) beforethey can be appointed. BPSS iscomprisedof four main pre-employment checks IdentityRightto work Employment History and a Criminal Record check (unspent convictions).

You can find out more about BPSS on theUK Government website or read about thedifferent levelsof security checks inourCandidate Guide.

Equality Statement
Social Security Scotland are committed to equality andinclusionand we aim to recruit a diverse workforce that reflects the population of our nation.

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you mayrequirethroughout the recruitment process andduring the course ofyour employment should you be successful in securing a post. If you feel you mayrequireassistancewith any part of our recruitment process please contact us at

Find out more about our commitment todiversityand how we offer and supportrecruitment adjustmentsfor anyone who needs them.

Right to Work in the UK
Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance including skill and salary thresholds and eligible occupations is reviewed regularly and subject to change. If yourequirevisa sponsorship you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice on -Skilled Worker visa: Overview -

Further Information
Find out more about our organisation what we offer staff members and how to apply onourCareers Website.

ReadourCandidate Guidefor further information on our recruitment and application processes.

The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.

Social Security Scotlands recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner which outline thatselectionfor appointment be made on meriton the basis offair and open competition -Recruitment - Civil Service Commission ()

If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioners Recruitment Principles you can make a complaint by contacting Social Security Scotland atin the first instance. If you are not satisfied with theresponseyou receive you can contact the Civil Service Commissioner.

If you experience any difficulties accessing our website or completing the online application form please contact the Resourcing Team via

Apply before: 26^th January 2026 at 23:55

ContactName-Resourcing Team
Contact Email