Description 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 Responsibilities Responsibilities 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 Qualifications 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 the Success Profile elements. 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. We will assess you against the following technical skills during the selection process: 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 Behaviours Changing and Improving (Level 3) Examples of changing and improving at HEO and SEO grades or equivalent are when you: Work with others to identify areas for improvement and simplify processes to use fewer resources. Use technology where possible to increase efficiency. Encourage ideas for change from a wide range of sources. Clearly explain the reasons for change to colleagues and how to implement them, supporting individuals with different needs to adapt to change. Encourage an environment where colleagues know that they can challenge decisions and issues safely. Take managed risks by fully considering the varied impacts changes could have on the diverse range of end users. Making Effective Decisions (Level 3) Examples of making effective decisions at HEO and SEO grades or equivalent are when you: Understand your own level of responsibility and empower others to make decisions where appropriate. Analyse and use a range of relevant, credible information from internal and external sources to support decisions. Invite challenge and where appropriate involve others in decision making. Display confidence when making difficult decisions, even if they prove to be unpopular. Consult with others to ensure the potential impacts on end users have been considered. Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks. You can find out more about Success Profiles Behaviours, here: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk) 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 skills, experience and behaviours listed in the Success Profile above. Should a large number of applications be received, an initial sift may be conducted using the CV and personal statement on Essential Experience. Candidates who pass the initial sift will have their applications fully assessed. We will test your behaviours, technical skills and experiences as part of the sift process, and if successful, you will be invited to an assessment and interview where we will test these again. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed. Candidates selected for interview will be requested to provide a presentation on the technical skills required, details of which, will be shared in advance of the interview. 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 Reserve List In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months. About Us Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in 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 out more about us here. 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 attracts a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 months DDaT competency qualifying period. The payment will be backdated to your start date in the role. Pay supplements are temporary payments designed to address recruitment and retention issues caused by market pressures and are subject to regular review. This post is part of the Scottish Government DDaT profession. As a member of the profession you will join the professional development system, currently BCS Role Mode plus. Working Pattern Our standard hours are 35 hours per week and 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 our Glasgow or Dundee office. There is an expectation of a minimum 2 days per week in your assigned location. If you have specific questions about the role you are applying for, please contact us. Equality Statement Social Security Scotland are committed to equality and inclusion, and 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 may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at recruitmentsocialsecurity.gov.scot. 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. 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 Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk) 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 Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitmentsocialsecurity.gov.scot in the first instance. If you are not satisfied with the response you 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 recruitmentsocialsecurity.gov.scot Apply Before - Thursday 16th January 2025 at 23:55 Contact name - Resourcing Team Contact email - recruitmentsocialsecurity.gov.scot