ERDM Operations Manager; IT Service Manager

Overview

Do you have a passion for leading on IT service delivery and improving user experience? The Knowledge and Information Management Branch (KIM) ensures that the Scottish Government (SG) can gather, analyse, store and share its knowledge and information with citizens of Scotland and beyond as required. As eRDM Operations Manager you will be responsible for the eRDM ICT Team and support and exploit the eRDM service to provide a robust records and document management system.

You will report to the B3 Senior eRDM Service Manager and also support the Corporate Records Manager in ensuring SG information management practices comply with relevant legislation, including the Public Records (Scotland) Act and the Data Protection Act. This post includes line‑management responsibility for seven members of staff ranging from A to B band.

• Be involved in upgrade projects and identify and exploit objective functionality using the workflow functionality.
• Support eRDM Connect and ensure documentation is updated as and when required for this service.
• Investigate problems and opportunities in existing processes and contribute to recommending solutions.
• Identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
• Own an issue until a new owner has been found or the problem has been mitigated or resolved.
• See the bigger picture by taking groups of services and investigating how to get the best out of underlying services.
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or comparable ITSM framework.
• Produce relevant reports in a standard format and agreed timeframe.
• Work with important stakeholders to discuss any changes in the reporting processes.
• Identify important stakeholders and relationships and work with teams to build these relationships.
• Identify and engage with users or stakeholders to collate user needs evidence.

Success profiles are specific to each job and include the mix of experience, skills and behaviours candidates will be assessed on.

• 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 includes 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.
• Good analytical skills to scrutinise issues and draw conclusions and interpretations from available information to plan and deliver solutions for customers, including being proactive in responding to and anticipating sudden changes to business priorities.
• The ability to communicate and engage with people across a range of grades and knowledge, quickly grasping issues and providing answers for both technical and non‑technical stakeholders.

This role is aligned to the IT Service Manager Job Role within the IT Operations Job Family. The required technical assessment will be provided for candidates who reach this stage.

• Leadership (Level
  3)
• Delivering at Pace (Level
  3)

Apply online providing a CV and Supporting Statement (no more than 750 words) which provides evidence of how you meet each of the 3 Experience criteria listed in the Success Profile above. Artificial Intelligence (AI) tools may be used to support your application, but all statements and examples must be truthful, factually accurate and based on your own experience. Plagiarism or presenting AI‑generated content as your own will result in withdrawal of the application and possible disciplinary action for internal candidates.

Interviews and DDaT Technical assessments are scheduled for the week commencing 17th November or 24th November 2025, subject to change.

The Scottish Government is the devolved government for Scotland, responsible for key policy areas including education, health, the economy, justice, housing and transport. We offer rewarding careers and employ people across Scotland in a wide range of…