Contents Location About the job Benefits Things you need to know Apply and further information Location Dundee, Glasgow About the job 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 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. 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 Person specification 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) 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 Selection process details 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 To apply please submit an application form by clicking on the Apply at Advertisers Site button. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Resourcing Team Email : Recruitmentsocialsecurity.gov.scot Telephone : 08001577194 Recruitment team Email : Recruitmentsocialsecurity.gov.scot Further information https://www.socialsecurity.gov.scot/jobs/how-to-make-a-great-application Apply at advertiser's site Share this page Print Email Facebook Twitter LinkedIn GMail