Senior IT Service Manager (IT Service Design)
Social Security Scotland
Glasgow,
Scotland,
United Kingdom
Information Technology
Skilled Worker
Salary
47730 - 57151 GBP /YEAR
Job posted on January 22, 2026
APPLY NOW
Job Description:
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!
Responsibilities
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.
Main Duties
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.
For this post, the following Success Profile elements will be assessed:
Experience
Behaviours
You can find out more about Success Profiles Behaviours here: Behaviour levels - Success profiles: candidate guide - gov.scot
Technical / Professional Skills:
This role is aligned to Senior IT Service manager within the Digital, Data and Technology Profession.
Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework
These skills will be tested during the Technical Assessment if you are successful at sift stage. They will be not be assessed at application stage.
How To Apply
Apply online, you must provide a CV and Supporting Statement (of no more than1000 words) which provides evidence of how you meet the experience and behaviours listed in the Success Profiles above. Be sure to provide specific examples of work that you’ve done that showcase your relevant experience.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment
In the event that we receive a high volume of applications, we may conduct an initial sift using the CV and Supporting Statement based on the first Experience criteria. Candidates who successfully pass this initial sift will have their applications fully assessed.
Candidates who are successful at sift stage will be invited to attend an Interview and Technical Assessment. The interview will further assess the Experience and Behaviours listed in the job advert and the Technical Assessment will evaluate the Technical Skills relevant to the role.
Candidates who pass the sift and are invited to the Interview and Technical Assessment stage will receive a Technical Assessment Candidate Pack, which will outline the skills to be assessed and the assessment methods to be used.
Following the application sift, there may be a telephone interview as part of the assessment process before the main interview.
We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sift – w/c 9th February 2026
Interview – w/c 2nd March 2026
Location – In Person in either Dundee or Glasgow
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
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.
Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee. If you have specific questions about the role you are applying for, please contact us.
Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality Statement
Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.
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.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Right to Work in the UK
Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice on Gov.UK - Skilled Worker visa: Overview - GOV.UK
Further Information
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
Apply before 5th February 2026 at 23:55
Contact Name - Resourcing Team
Contact email – Recruitment@socialsecurity.gov.scot
APPLY NOW
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!
Responsibilities
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.
Main Duties
- 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
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.
For this post, the following Success Profile elements will be assessed:
Experience
- Experience of leading an IT service delivery function using the practical application of ITIL, or other relevant ITSM Framework, to deliver services that meet customers strategic priorities. Ability to schedule and plan priorities for a large group of technical specialists and the ability to effectively manage diverse teams. Strong demonstrable project management with experience of participation, and or delivery of major IT projects. Practitioner level knowledge of Agile or Prince 2.
- A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service to our customers. This will include streamlining processes to ensure you can focus on delivering support for new business critical technologies.
Behaviours
- Leadership (Level 3)
- Delivering at pace (Level 3)
You can find out more about Success Profiles Behaviours here: Behaviour levels - Success profiles: candidate guide - gov.scot
Technical / Professional Skills:
This role is aligned to Senior IT Service manager within the Digital, Data and Technology Profession.
Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework
These skills will be tested during the Technical Assessment if you are successful at sift stage. They will be not be assessed at application stage.
How To Apply
Apply online, you must provide a CV and Supporting Statement (of no more than1000 words) which provides evidence of how you meet the experience and behaviours listed in the Success Profiles above. Be sure to provide specific examples of work that you’ve done that showcase your relevant experience.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment
In the event that we receive a high volume of applications, we may conduct an initial sift using the CV and Supporting Statement based on the first Experience criteria. Candidates who successfully pass this initial sift will have their applications fully assessed.
Candidates who are successful at sift stage will be invited to attend an Interview and Technical Assessment. The interview will further assess the Experience and Behaviours listed in the job advert and the Technical Assessment will evaluate the Technical Skills relevant to the role.
Candidates who pass the sift and are invited to the Interview and Technical Assessment stage will receive a Technical Assessment Candidate Pack, which will outline the skills to be assessed and the assessment methods to be used.
Following the application sift, there may be a telephone interview as part of the assessment process before the main interview.
We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sift – w/c 9th February 2026
Interview – w/c 2nd March 2026
Location – In Person in either Dundee or Glasgow
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
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.
Working Pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee. If you have specific questions about the role you are applying for, please contact us.
Security Checks
Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions).
You can find out more about BPSS on the UK Government website, or read about the different levels of security checks in our Candidate Guide.
Equality Statement
Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.
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.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Right to Work in the UK
Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice on Gov.UK - Skilled Worker visa: Overview - GOV.UK
Further Information
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)
If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
Apply before 5th February 2026 at 23:55
Contact Name - Resourcing Team
Contact email – Recruitment@socialsecurity.gov.scot