Senior IT Service Manager
| Posting date: | 05 June 2025 |
|---|---|
| Salary: | £45,894 to £54,952 per year |
| Hours: | Full time |
| Closing date: | 22 June 2025 |
| Location: | EH11 3XD |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Scottish Government |
| Job type: | Permanent |
| Job reference: | 1254 |
Summary
We are looking for an individual who is passionate about optimising and continuously improving live services through evidence-based decisions, has a proven track record of developing and motivating high-performing teams, and excels at building strategic stakeholder relationships. If this sounds like you we encourage you to apply.
You will work within Information & Technology Services (iTECS), a division of the Scottish Government that sits within the Digital Directorate. Led by the Chief Operating Officer, iTECS is responsible for:
Delivering corporate ICT and information services for Scottish Government.
Delivering shared ICT services (SCOTS Connect) to paying customer across the central government community in Scotland – shared services customers now make up around 50% of the 23,000 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.
Responsibilities
Using evidence-based decision making, identify opportunities for iTECS to improve existing and new services for customers to enhance iTECS reputation and deliver on our ambition to position iTECS as the supplier of choice for the public sector in Scotland.
Lead and develop a team of experts to deliver service improvements - help to evaluate and establish requirements for the implementation of changes by setting policy and standards providing guidance to others on working in the strategic context.
Promote, implement, and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. Change Enablement, Problem Management, Incident Management.
Influence stakeholders and manage relationships effectively whilst building long-term strategic relationships to facilitate and deliver business objectives.
Working closely with iTECS Lead on the customer experience function to promote the benefits and impact of experience management to iTECS service teams and service users, evaluating current strategies to ensure business requirements are being met and exceeded where possible.
You will work within Information & Technology Services (iTECS), a division of the Scottish Government that sits within the Digital Directorate. Led by the Chief Operating Officer, iTECS is responsible for:
Delivering corporate ICT and information services for Scottish Government.
Delivering shared ICT services (SCOTS Connect) to paying customer across the central government community in Scotland – shared services customers now make up around 50% of the 23,000 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.
Responsibilities
Using evidence-based decision making, identify opportunities for iTECS to improve existing and new services for customers to enhance iTECS reputation and deliver on our ambition to position iTECS as the supplier of choice for the public sector in Scotland.
Lead and develop a team of experts to deliver service improvements - help to evaluate and establish requirements for the implementation of changes by setting policy and standards providing guidance to others on working in the strategic context.
Promote, implement, and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. Change Enablement, Problem Management, Incident Management.
Influence stakeholders and manage relationships effectively whilst building long-term strategic relationships to facilitate and deliver business objectives.
Working closely with iTECS Lead on the customer experience function to promote the benefits and impact of experience management to iTECS service teams and service users, evaluating current strategies to ensure business requirements are being met and exceeded where possible.