Description Are you interested in joining the iTECS division as an IT Service Delivery Manager? Information & Technology Services (iTECS) is a Division within Scottish Government and part of Digital Directorate It is headed by the Chief Operating Officer and has responsibility for: Delivering corporate ICT and information services for Scottish Government; Delivering shared ICT services (SCOTS Connect) to paying customers across the central government community in Scotland – shared services customers now make up over 50% of the 21,500 user base; Protecting Scottish Government's information and ICT assets; Contributing to the delivery of Digital Public Services; Ensuring that our people and businesses are making the most of digital opportunities; and Delivering ICT services that are customer-centric, collaborative, integrated, efficient and continuously improving by making best use of digital technology. IT Support Services Branch (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. We provide essential IT support and services through our approachable Service Desk (1st line) and skilled Technical Support team (2nd line). Responsibilities Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. Verify the location and state of assets. Investigate problems and opportunities in existing processes and contribute to recommending solutions. Work with stakeholders to identify objective and potential benefits. Manage a programme of continual service improvement, tools, techniques and processes for service improvement and change. Manage incidents until a new owner has been found or the problem has been mitigated or resolved. Define, document and carrying out of small projects/sub-projects. See the bigger picture by taking groups of services and investigating how to get the best of underlying services. Experience of meeting challenging service targets in an IT service delivery role. Produce relevant reports in a standard format and agreed timeframe using your data analysis skill, work with important stakeholders to discuss any changes in the reporting processes. Identify and manage important stakeholders and relationships, and work with teams to build and improve these relationships. Maintaining an awareness of current developments in the technical specialism. Identify and engage with users or stakeholders to collate user needs evidence. Work closely with wider iTECS teams & Service owners to provide measurable outcomes for users. Line managing, mentoring and developing IT Support Analysts. 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 Skills: This role is aligned to the IT Operations within the IT Service Manager, General Service Manager. You can find out more about the skills required, here. These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment. 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 Behaviours: Managing a Quality Service – Level 3 Developing Self and Others– Level 3 You can find out more about Success Profiles Behaviours, here. Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage. How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the four Experience criteria listed in the Success Profile above. If invited for further assessment, this will consist of an interview and DDaT Technical assessment where the behaviours, experiences and technical skills outlined in the Success Profile will be assessed. The sift is scheduled for w/c 16th June 2025. Interviews and DDaT Technical assessments are scheduled for w/c 7th July 2025, however these may be subject to change. Qualifications 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 range of flexible and hybrid working options depending on the needs of the role. If you have specific questions about the role you are applying for, please contact us. 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. DDaT Pay Supplement This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession, as a member of the profession you will join the professional development system. This post currently attracts a £5,000.00 annual DDAT pay supplement, applicable after a 3-month 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. 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. If you have specific questions about the role you are applying for, please contact rani.ron@gov.scot Apply before: 15th June 2025 (23:59)