Senior IT Service Manager

We're looking for an ambitious IT Service Delivery Manager to play a leading role in transforming one of the largest end-user computing environments in the public sector. As Scottish Government modernises the SCOTS platform, you will help drive the transition to a cloud-managed future built on Microsoft Intune, Windows Autopilot and modern endpoint management technologies. This is a unique opportunity to influence how workplace technology is delivered to thousands of colleagues across Scotland while helping to shape the next generation of digital services.

As an IT Service Delivery Manager, you will join an inclusive and collaborative culture and be responsible for the delivery and continual improvement of end user hardware and software services across the SCOTS platform. Working closely with technical teams, suppliers and stakeholders from across Information & Technology Services (iTECS), you will ensure our services remain reliable, secure and customer-focused while supporting a major programme of technological change.

The SCOTS Delivery branch 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 digital services. As we move towards a modern, cloud-managed device estate, customer focus, service excellence and continuous improvement are more important than ever. This role will be at the heart of that journey, helping to deliver a simpler, more secure and more flexible digital workplace experience for the future.

Information & Technology Services (iTECS)is a Division within Scottish Government and part of theDigital Corporate OperationsDirectorate. It is headed by the Chief OperatingOfficerand 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 over50%ofover the 21,000-user base;
• Protecting Scottish Government’s information and ICT assets; and
• 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 arecustomer‑centric, collaborative, integrated, efficient, and continuously improving by making best use of digital technology.

TheSCOTS Delivery Branchis responsible forthe strategy, support, and utilisation of hardware and software. This branch will innovate, design, and review current and future services, including:

• To plan and develop the strategy and utilisation of hardware and software in the Scottish Government;
• To enhance and support our current software and hardware delivery services;
• Tomaintainan accurateand robust software and hardware asset management function; and
• To evaluate, develop, and support our print strategy.

The Government Digital and Data (GDD) Profession is a UK-wide group of over 24,000 civil servants dedicated to driving digital transformation in government through more efficient, data-driven public services. This community oversees a wide range of responsibilities, including architects, data scientists, engineers, and content designers, across different, multidisciplinary teams.

The profession, sponsored by the Government Digital Service (GDS), offers the frameworks, skills, and development routes necessary for these individuals to thrive and produce improved outcomes for the public.

Responsibilities

• Lead the delivery and continual improvement of hardware and software services, driving service excellence and operational performance.
• Lead the evaluation and implementation of service changes, ensuring alignment with established policies, standards and business requirements.
• Lead the proactive identification, management and resolution of service issues and risks.
• Maintain ownership of core hardware and software services, ensuring they continue to support business priorities and user needs.
• Translate strategic direction into effective service delivery outcomes and improvement plans.
• Contribute to the design and implementation of service strategies, ensuring policies and service models meet business requirements.
• Demonstrate a strong understanding of modern endpoint management technologies and how services integrate within the wider technology landscape.
• Champion user-focused service delivery, ensuring services meet the needs of users across multiple channels and touchpoints.