IT Service Coordinator
| Dyddiad hysbysebu: | 12 Ionawr 2026 |
|---|---|
| Cyflog: | £38,422 i £43,934 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 26 Ionawr 2026 |
| Lleoliad: | Glasgow, Dundee |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Scottish Government |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: | 3061 |
Crynodeb
Salary - £38,422 to £43,934 plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period
Location - Dundee or Glasgow
Hours - 35 hours per week
Closing Date - 26th January 2026 at 23:55
Reference - 3061
Employment Type - Fixed Term Appointment
Overview:
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 2025–26, Social Security Scotland plays a central role in supporting low-income and disabled individuals, carers, and families, while contributing to the Scottish Government’s statutory child poverty targets. Our Charter affirms the agency’s 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.
DDaT Pay 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 £5,000 annual DDAT pay supplement, applicable after a 3 months 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.
Main Duties:
• 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.
Location - Dundee or Glasgow
Hours - 35 hours per week
Closing Date - 26th January 2026 at 23:55
Reference - 3061
Employment Type - Fixed Term Appointment
Overview:
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 2025–26, Social Security Scotland plays a central role in supporting low-income and disabled individuals, carers, and families, while contributing to the Scottish Government’s statutory child poverty targets. Our Charter affirms the agency’s 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.
DDaT Pay 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 £5,000 annual DDAT pay supplement, applicable after a 3 months 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.
Main Duties:
• 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.