Services Operations Manager

Are you looking for the opportunity to work as a Live Services Operations Manager and join our Digital Services team?

The role sits within the Digital Directorate → Digital Development Consents (DDC) Division → Live Services team.

The Service Desk Manager is responsible for the day-to-day operation of the Scottish Government’s public-facing eDevelopment IT application, the new SG Pay service currently in the beta stage, and the Planning and Building Standards Fee calculator systems, and its associated public-facing Support Desk.

In this role, you will be responsible for maintaining service quality, enabling smooth operations, and supporting ongoing continuous improvement and upgrades of these services in line with Scottish Government priorities. You will be responsible for overseeing first- and second-line technical support for these applications including managing and investigating escalated issues and complaints and collating information on opportunities for service improvement from partners and service users.

You will be responsible for developing and maintaining internal and external partner relationships, and co-ordinating delivery partners to aid the successful operation and evolution of these services for its full lifecycle. This will include working with third-line support providers and providing technical advice to project teams working to develop new and replacement services.

• Track, log, and correct information to protect assets and components.
• Analyse current processes and identify and implement opportunities to optimise them.
• Manage relationships with a team of delivery partners and subject matter experts to deliver service improvements quickly and efficiently.
• Take accountability for issues that occur and be proactive in searching for potential problems.
• Ensure that the right actions are taken to investigate, resolve and anticipate problems.
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures.
• 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 a comparable ITSM framework.
• Demonstrate experience in meeting the needs of users across a variety of channels.
• Bring insight and expertise into how user needs have changed over time to ensure they are met by the business.
• Apply strategic thinking to provide the best service for the end user.