Senior IT Service Manager; IT Service Design

Salary - £47,730 to £57,151 plus a £5000 Digital, Data and Technology (DDaT) pay supplement after a 3 month qualifying period

Location - Dundee or Glasgow

Hours - 35 hours per week

Closing Date - 5th February 2026 at 23:55

Reference - 3139

Employment Type

- Fixed Term Appointment

Join us as a Senior IT Service Manager (IT Service Design) at Social Security Scotland, where you will help shape and mature our IT service portfolio through strong ITIL (Information Technology Infrastructure Library) Service Management practices.

This is a Fixed Term Appointment opportunity for 47 months with the potential to be made permanent, however this cannot be guaranteed and will depend on the needs of the business.

You will apply the ITIL framework to govern and manage our services, ensuring the IT Service Catalogue, IT Service Design documentation and supporting artefacts are maintained to the highest standards to support robust availability, capacity, performance, and service continuity.

As part of expanding our service management maturity, you will also help embed and strengthen key ITIL 4 practices such as Monitoring and Event Management, ensuring services are designed to support proactive detection and improve operational insight.

If you are experienced in IT Governance and are committed to delivering value to customers, colleagues, and stakeholders, we want to hear from you!

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.

A Senior IT Service Manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity.

You will be responsible for service management within the ITIL Framework stage of IT Service Design, this covers multiple ITIL processes including but not limited to: IT Service Catalogue management, IT Service Design documentation, Availability management, Capacity management, Service Continuity, and Knowledge Management.

• Lead and develop a team of experts to deliver service improvements.
• Take accountability for issues that occur and be proactive in searching for potential problems.
• Demonstrate knowledge of the life cycle or capability elements of ITIL, or comparable ITSM Framework.
• Be responsible for overall governance of the management of IT Service Design both through suppliers and in-house.
• Promote, implement and manage ITIL or relevant best practice for the management of all services to protect availability of service i.e. IT Service Design, Availability management, Continuity management, Service Continuity, Service Catalogue.
• Use your data analytics skills to enhance business performance.
• Influence stakeholders and manage relationships effectively.
• Build long-term strategic relationships.
• Define strategies and policies, providing guidance to others on working in the strategic context.
• Evaluate current strategies to ensure business requirements are being met and exceeded where possible.