IT Service Design Manager (2345)

Salary - £57,701 - £71,924 (plus, a £5,000 Digital, Data and Technology (DDaT) pay supplement after a 3-month qualifying period)
Location - Dundee or Glasgow
Hours - 35 hours per week
Closing Date - Wednesday 1st October 2025 at 23:55
Reference - 2345
Employment Type - Permanent

Overview
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

Social Security Scotland, an Executive Agency of the Scottish Government, is undertaking the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, Social Security Scotland is delivering a social security system that will support the people of Scotland for decades to come.

We aim to develop within Social Security Scotland, a positive and inclusive culture, which supports our people to flourish, by embedding a working environment where we all treat each other with dignity and respect, and recognise each other’s contributions.

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.

Main Duties

• 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.
  

Further Information
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot

More information about the role and how to apply is available at: Careers at Social Security Scotland