IT Service Manager (IT Service Coordinator) - Closing Date: 01/17/2025 - Glasgow

The IT Service Coordinator plays a vital role in the transition and support of our IT services, and is an ideal role for developing an understanding of how the strategic
and operational components of IT services interrelate.

You will work in a multidisciplinary Service Management environment, managing and reporting on all areas of technical service delivery, including updating and maintaining the systems, processes and documentation for practices such as asset and configuration management, environment management, service design, change control, incident, and problem management.

You will create and maintain relationships across a wide range of stakeholders alongside developing technical skills and understanding. You will support day-to-day activities and also help to identify and deliver on continuous improvement opportunities for our services.

The Chief Digital Office (CDO) division is responsible for delivering the infrastructure, capability and digital solutions that will support the Social Security Programme and
ultimately the new Agency.

At this role level, you will:

• Ensure that all service and support functions remain responsive to customer needs
• Ensure that the service catalogue and wider IT service operations knowledge library are maintained
• Ensure that adequate reporting and service standards are met for your specific service
• Ensure that all technical change is communicated and managed, with appropriate governance
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function
   

• Work with stakeholders to identify objectives and potential benefits
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Investigate problems and opportunities in existing processes, and contribute to recommending solutions
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library), or comparable ITSM Framework
• Identify important stakeholders and relationships, and work with teams to build these relationships
• Understand how to work with stakeholders and contribute to improving these relationships
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set
• Work within a strategic context and communicate how activities meet strategic goals
• Contribute to the development of strategy and policies
• Understand the core technical concepts related to the role, and apply them with guidance
• Own an issue until a new owner has been found or the problem has been mitigated or resolved

Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. 

Essential Experience

• 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 in managing an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, 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.

Technical Skills
This role is aligned to IT Service Manager within the IT Operations job family.  Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework.

We will assess you against the following technical skills during the selection process:

• Business analysis (IT operations) - Level: Working
• Continual service improvement - Level: Working
• IT service reporting - Level: Working
• Ownership and initiative - Level: Working
• Stakeholder relationship management (IT operations) - Level: Working
• Service focus - Level: Practitioner

Behaviours

Changing and Improving (Level 3)
Examples of changing and improving at HEO and SEO grades or equivalent are when you:

• Work with others to identify areas for improvement and simplify processes to use fewer resources.
• Use technology where possible to increase efficiency.
• Encourage ideas for change from a wide range of sources.
• Clearly explain the reasons for change to colleagues and how to implement them, supporting individuals with different needs to adapt to change.
• Encourage an environment where colleagues know that they can challenge decisions and issues safely.
• Take managed risks by fully considering the varied impacts changes could have on the diverse range of end users.

Making Effective Decisions (Level 3)
Examples of making effective decisions at HEO and SEO grades or equivalent are when you:

• Understand your own level of responsibility and empower others to make decisions where appropriate.
• Analyse and use a range of relevant, credible information from internal and external sources to support decisions.
• Invite challenge and where appropriate involve others in decision making.
• Display confidence when making difficult decisions, even if they prove to be unpopular.
• Consult with others to ensure the potential impacts on end users have been considered.
• Present strong recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks.