Dundee, Glasgow
Job Summary
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
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.
Job Description
* 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.
* 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.
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
* 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.
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 -
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.
Selection process details
Expected Timeline (subject to change)
Sift - w/c 6th October
Interview – w/c 20th October
Location -
In Person
in either Dundee or Glasgow
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.
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.
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).
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 :
Recruitment team
* Email :
Further information