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IT Service Delivery Manager

Job summary

Salary
£37,418 - £45,241
DDaT Pay Supplement* £4,000 per annum pro rata
Location
Edinburgh
Hours
Around 37.00 per week
Closing Date
14 April 2020 at midnight
Reference
IRC82487E
Employment Type
Fixed Term Appointment - Fair and Open

We are currently seeking applications for a IT Delivery Service Manager within the Directorate for Digital based in Edinburgh. This is a 23 month fixed term and pensionable appointment and new entrants will normally start on the minimum of the pay range. Candidates with a disability who meet the essential criteria below will be invited to the assessments.

DDaT Pay Supplement
This post qualifies for the DDaT pay supplement, currently £4,000 pro rata.  Pay supplements are temporary payments designed to address recruitment and retention issues caused by market.  For staff not currently in receipt of the allowance it is payable after successful completion of the qualifying period, normally 9 months.  Pay supplements are subject to regular review.

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.

The support and services we provide include:-
•Implementing and influencing wider iTECS technical and business strategies                 
•Desktop and mobile support,
•IT Service Desk;
•Service management products;
•Software and hardware asset management;
•VIP support;
•Corporate events and projects,
•Logistical services.

As part of the management team in ITSS you will be responsible for leading a team of around 18 staff, helping set the vision and strategy for the Branch, ensuring services are delivered and processes continuously improve.

The role will be based in Edinburgh.  However there will be times when you will be required to work in other customer locations.

Qualifications Required
For jobs in Band B & C you must hold a minimum of 3 Highers or equivalent, however a minimum of 3 years recent experience in similar ICT role may also be acceptable.

Other qualifications equivalent to these may also be acceptable, if you are in any doubt please contact to discuss.

Please note: If you fail to demonstrate how you meet the minimum qualifications as stated above, your application will be automatically sifted out.

Essential Criteria
1. 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.
2. 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.
3. 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.
4. 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.

Further Information
For further information on this vacancy please download and review the “Person Specification and Further Information for Job Applicants” which you will find below. To apply, you must fully complete and submit an online application via this website before the closing date. To learn more about this opportunity, please contact David Swan who can be reached at David.swan@gov.scot or 0131 244 9486.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team on 0131 244 7397 or via recruitment@gov.scot

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You should read each of the Essential Criteria and think about a time or an example that can help demonstrate your knowledge/skills. Remember, this must be evidence based and your answers should be clear, concise and reflect what actions you undertook. You may want to use the STAR(R) approach to respond to each criterion.


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