Are you ready to lead transformational change in digital services? Do you have in-depth expertise in ITIL Service Management and IT Governance? Join us as our Lead IT Service Design Manager at Social Security Scotland, where you will play a key role in shaping and governing the future of our IT service portfolio.
As a leader in our service management branch and utilising the ITIL framework within the IT Service Design stage, you'll govern and manage IT services via the IT Service Catalogue and our IT Service Design documentation. You will ensure our service documentation and critical supporting information meets the highest standards to ensure availability, capacity and service continuity.
If you are an experienced line manager, leading in IT Governance and Design within an ITIL framework, and are committed to delivering value to customers, colleagues, and stakeholders, we want to hear from you
As the IT Service Design Manager, you will be responsible for setting the vision and strategy within the ITIL framework stage of IT Service Design, ensuring that processes within this are owned and maturing.
You will lead on the following ITIL service management processes: IT Service Catalogue management, IT Service Design documentation, Availability management, Capacity management, Service Continuity, and Knowledge Management.
At This Role Level, You Will Also
* Lead a team, ensuring adequate resources and capacity
* Represent the IT Service Management function at a senior level
* Act as an escalation point for internal and external stakeholders
Social Security Scotland, an Executive Agency of the Scottish Government, is undertaking the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, Social Security Scotland is delivering a social security system that will support the people of Scotland for decades to come.
We aim to develop within Social Security Scotland, a positive and inclusive culture, which supports our people to flourish, by embedding a working environment where we all treat each other with dignity and respect, and recognise each other's contributions.
Responsibilities
* Promote, implement, and manage ITIL best practices to ensure service availability via IT Service Design, Availability, Capacity, Continuity, and Service Catalogue management.
* Oversee IT Service Design to deliver value, ensure compliance with policies, and define related policy frameworks.
* Advocate organisational commitment to IT Service Design and lead strategic planning, ensuring services align with business needs.
* Lead investigations into process and governance issues, gather and analyse information, and develop recommendations for continuous improvement based on evidence-based decision making.
* Identify, evaluate, and implement service enhancements, proactively addressing potential problems and taking accountability for issues.
* Manage and govern Service Design activities ensuring adherence to standards and standards for change implementation.
* Lead and develop teams of experts to deliver service improvements and strategic initiatives.
* Use data analytics to enhance business performance, promote transparent service reporting, and develop user-friendly digital reports.
* Influence senior stakeholders positively and provide strategic direction on tools, methods, and frameworks to optimise service delivery.
* Maintain a strategic overview of services, applying industry best practices across various environments to deliver optimal customer service and continuous service improvement.
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
* Experience of leading an IT service management delivery function using the practical application of ITIL, or other relevant ITSM Framework.
* A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service. This will include streamlining processes to ensure you can focus on delivering support for new and changing IT Services.
Behaviours
* Leadership (Level 4)
* Working together (Level 4)
You can find out more about Success Profile Behaviours here
Technical Skills
This role is aligned to Head of IT service management within the Digital, Data and Technology Profession.
These skills will be tested during the Technical Assessment if you are successful at sift stage. They will not be assessed at application stage. Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework
How To Apply
Apply online,
you must provide a CV and Supporting Statement
(of no more than
1000 words
) which provides evidence of how you meet the experience and behaviours listed in the Success Profiles above. Be sure to provide specific examples of work that you've done that showcase your relevant experience.
In the event that we receive a high volume of applications, we may conduct an initial sift using the CV and Supporting Statement based on the first Experience criteria. Candidates who successfully pass this initial sift will have their applications fully assessed.
Candidates who are successful at sift stage will be invited to attend an Interview and Technical Assessment. The interview will further assess the Experience and Behaviours listed in the job advert and the Technical Assessment will evaluate the technical skills relevant to the role.
Candidates who pass the sift and are invited to the Interview and Technical Assessment stage will receive a Technical Assessment Candidate Pack, which will outline the skills to be assessed and the assessment methods to be used.
Following the application sift, there may be a telephone interview as part of the assessment process before the main interview.
We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sift - w/c 6th October
Interview – w/c 20th October
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 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 is part of the Scottish Government Digital, Data and Technology (DDAT) profession and as a member of the profession you will join the professional development system. This post currently attracts a £5,000 annual DDAT pay supplement, applicable after a 3 months 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 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 either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee. 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 the recruitment process, please contact us at
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 outlines that selection for appointment be made on merit on the basis of fair and open competition – Recruitment – Civil Service Commission )
If you feel at any time you 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 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
Apply before – 1st October 2025 @ 23.55
Contact Name – Resourcing Team
Contact email -