JOB SUMMARY

We are looking for an individual who is passionate about optimising and continuously improving live services through evidence-based decisions, has a proven track record of developing and motivating high-performing teams, and excels at building strategic stakeholder relationships. If this sounds like you we encourage you to apply.

You will work within Information & Technology Services (iTECS), a division of the Scottish Government that sits within the Digital Directorate. Led by the Chief Operating Officer, iTECS is responsible for:

• Delivering corporate ICT and information services for Scottish Government.
• Delivering shared ICT services (SCOTS Connect) to paying customer across the central government community in Scotland – shared services customers now make up around 50% of the 23,000 user base.
• Protecting Scottish Government’s information and ICT assets.
• Contributing to the delivery of Digital Public Services by ensuring that our people and businesses are making the most of the digital opportunity; and that ICT public services are customer-centric, collaborative, integrated, efficient and continuously improving by making best use of digital technology.

JOB DESCRIPTION

• Using evidence-based decision making, identify opportunities for iTECS to improve existing and new services for customers to enhance iTECS reputation and deliver on our ambition to position iTECS as the supplier of choice for the public sector in Scotland.
• Lead and develop a team of experts to deliver service improvements - help to evaluate and establish requirements for the implementation of changes by setting policy and standards providing guidance to others on working in the strategic context.
• Promote, implement, and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. Change Enablement, Problem Management, Incident Management.
• Influence stakeholders and manage relationships effectively whilst building long-term strategic relationships to facilitate and deliver business objectives.
• Working closely with iTECS Lead on the customer experience function to promote the benefits and impact of experience management to iTECS service teams and service users, evaluating current strategies to ensure business requirements are being met and exceeded where possible.

PROFESSIONAL/TECHNICAL SKILLS:

This role is aligned to the IT Operations within the IT 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 of leading an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, to deliver services meet customers strategic priorities. Ability to schedule and plan priorities for a large group of technical specialists and the ability to effectively manage diverse teams. Strong demonstrable project management with experience of participation, and or delivery of major IT projects. Practitioner level knowledge of Agile or Prince 2.
Experience of developing and managing services which deliver value to customers, and the ability to build and manage relationships with internal and external stakeholders, including supplier and vendor management experience.
A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service to our customers. This will include streamlining processes 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 for both technical and non-technical stakeholders. Experience of developing clear service offering and designing effective process using an ESM tool to deliver services which customer can understand and are intuitive to use.

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)
• 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

You will work within Information & Technology Services (iTECS), a division of the Scottish Government that sits within the Digital Directorate. Led by the Chief Operating Officer, iTECS is responsible for:

• Delivering corporate ICT and information services for Scottish Government.
• Delivering shared ICT services (SCOTS Connect) to paying customer across the central government community in Scotland – shared services customers now make up around 50% of the 23,000 user base.
• Protecting Scottish Government’s information and ICT assets.
• Contributing to the delivery of Digital Public Services by ensuring that our people and businesses are making the most of the digital opportunity; and that ICT public services are customer-centric, collaborative, integrated, efficient and continuously improving by making best use of digital technology