Job Summary
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 asset and configuration management, environment management, 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.
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.
At This Role Level, You Will
* 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.
Job Description
* Work with stakeholders to identify objectives and potential benefits.
* Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
* Investigate problems and opportunities in existing processes and contribute to recommending solutions.
* Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or comparable ITSM Framework.
* 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.
* See the bigger picture by taking groups of services and investigating how to get the best of underlying services.
* 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.
* 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.
* Own an issue until a new owner has been found or the problem has been mitigated or resolved.
Essential Experience
* 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 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.
Technical Skills
This role is aligned to IT Service Manager within the IT Operations job family. Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework.
* Business analysis (IT operations) - Level: Working
* Continual service improvement - Level: Working
* IT service reporting - Level: Working
* Ownership and initiative - Level: Working
* Stakeholder relationship management (IT operations) - Level: Working
* Service focus - Level: Practitioner
Benefits
Annual Leave - You will receive 25 days annual leave on joining us. This will increase to 30 days after four full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you've worked can be taken as leave when suitable.
A Civil Service Pension - This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here - www.civilservicepensionscheme.org.uk.
Healthy work-life balance - We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.
Discounts - You can enjoy a vast range of retail, travel, and lifestyle discounts through our benefit scheme.
Personal support for you - Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.
Volunteering special leave - Up to six days paid special leave a year for volunteering. We support our staff to help causes important to them.
Great locations - Our bright and modern offices in the heart of Dundee and Glasgow have been designed with staff in mind. Both locations are ideal for public transport.
Things you need to know
Expected Timeline (subject to change)
* Sifting – W/C 20th January 2025
* Interviewing – W/C 17th February 2025
* Location – In Person in either Dundee or Glasgow
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