Description Are you passionate about driving excellence in IT service delivery and creating a positive impact? Information & Technology Services (iTECS) is a Division within Scottish Government and part of Digital Directorate. It is headed by the Chief Operating Office and has responsibility 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. As a Senior IT Service Manager, you’ll play a key role in shaping and delivering high-quality digital services that make a real difference to Scottish Government. You’ll lead service management across platforms, channels, and services—ensuring they are reliable, high-performing, and continuously improving. 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. Responsibilities Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: We will assess you against the following technical skills during the selection process: Continual service improvement - Practitioner Ownership and initiative - Practitioner Relationship Management - Practitioner Service focus - Practitioner Service Management Framework knowledge - Practitioner Service reporting - Practitioner Strategic thinking - Practitioner Technical understanding - Working User focus - Practitioner This role is aligned to the IT Service Manager within the IT Operations You can find out more about the skills required, here : Experience: Experience of leading an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, to deliver services meet customers strategic priorities. Ability to schedule and plan priorities for a large group of technical specialists and the ability to effectively manage diverse teams. Strong demonstrable project management with experience of participation, and or delivery of major IT projects. Practitioner level knowledge of Agile or Prince 2. Experience of developing and managing services which deliver value to customers, and the ability to build and manage relationships with internal and external stakeholders, including supplier and vendor management experience. A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service to our customers. This will include streamlining processes to ensure you can focus on delivering support for new business critical technologies. 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 of developing clear service offering and designing effective process using an ESM tool to deliver services which customer can understand and are intuitive to use. Behaviours: Changing and Improving - Level 3 Communicating and Influencing - Level 3 Making Effective Decisions - Level 3 You can find out more about Success Profiles Behaviours, here. How to Apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the experience and behaviours listed in the Success Profile above. You will not be tested on the technical skills at sift stage. If invited for further assessment, this will consist of an interview and DDaT assessment where we will test all criteria outlined in the Success Profile above. The sift is scheduled for w/c 31st March 2025 Interviews and DDaT Technical assessments are scheduled for w/c 14th April 2025 however these 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 the UK 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 about what we offer. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules. 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 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. Working Pattern Our standard hours are 35 hours per week, we offer a truly flexible working including full-time, part-time, flexitime, and compressed hours meaning you could work your full hours while working less than 5 days per week. We embrace a hybrid working style meeting in person when it is useful to do so where all colleagues will spend time in Saughton House If you have specific questions about the role you are applying for, please contact digitalcareersgov.scot 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 Guide for further information on our recruitment and application processes. Apply Before: (31st March 2025 at 23:59)