Description Are you looking for the opportunity to work as an IT Service Delivery Manager and join our IT Support Services team (ITSS)? Successful candidates will work within an inclusive culture and be responsible for managing the service delivery of information and communications technology (ICT) services and working closely with teams from across the IT Service Operations space of Scottish Government. ITSS is part of the Information & Technology Services (iTECS) Division. Our mission is to support and improve the delivery of public services in Scotland by enabling our customers to make the most of technology and resources and to help them find solutions to their problems. ITSS is a large branch where staff are in daily contact with SCOTS customers. Customer focus, customer engagement and making continuous service improvements to our processes and service delivery goals are key drivers for the success of the Branch. Responsibilities Lead investigative work into problems and opportunities in existing processes and creation of recommendations for improvements. Lead and develop a team of experts to deliver service improvements. Take accountability for issues that occur and be proactive in searching for potential problems. Understand the core technical concepts related to the role, and apply them with guidance. 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: Service 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 in an IT service delivery role using the practical application of ITIL 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. Good analytical skills to be able to scrutinise issues and draw conclusions and interpretations from the information available to plan and deliver solutions for customers. This will include being proactive in responding and anticipating sudden changes to business priorities. A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to deliver a better service to our customers. This will include streamlining processes and reducing costs 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 in a non-technical format as appropriate. In particular experience in using Assyst or similar service management tool to provide clear service offerings and design effective processes to deliver these services to customers. Behaviours : Seeing the Big Picture – Level 3 Changing and Improving – Level 3 You can find out more about Success Profiles Behaviours, here. Qualifications 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. If invited for further assessment, this will consist of an interview and DDaT assessment. The sift is scheduled for w/c 17th March 2025. Interviews and DDaT Technical assessments are scheduled for w/c 31st March 2025 however these may be subject to change. 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. 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 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. 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: 16th March (23:59)