IT Service Coordinator (3061)

Job summary

The IT Service Coordinator plays a vital role in the transition and support of our IT services, and is an ideal role for developing an understanding of how the strategic and operational components of IT services interrelate.

You will work in a multidisciplinary Service Management environment, managing and reporting on all areas of technical service delivery, including updating and maintaining the systems, processes and documentation for practices such as, IT Service Catalogue, IT Service Design, Change Control, Incident, and Problem Management.

You will create and maintain relationships across a wide range of stakeholders alongside developing technical skills and understanding. You will support day-to-day activities and also help to identify and deliver on continuous improvement opportunities for our services.

Please note this post is a Fixed Term Appointment for 47 months.

The Chief Digital Office (CDO) division is responsible for delivering the infrastructure, capability and digital solutions that will support the Social Security Programme and ultimately the new Agency. Key focus areas of the CDO Division are:

• Architecture and overall design
• Technologies and platforms
• Digital Risk and Cyber Protection
• Operational Delivery and Capability
• Commercial Arrangements

At this role level, you will:

• Manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.
• Ensure that all service and support functions remain responsive to customer needs.
• Ensure that the service catalogue and wider IT service operations knowledge library are maintained.
• Ensure that adequate reporting and service standards are met for your specific service.
• Ensure that all technical change is communicated and managed, with appropriate governance.
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function.

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.

Job description

• Verify the location and state of assets.
• Investigate problems and opportunities in existing processes, and contribute to recommending solutions.
• Work with stakeholders to identify objectives and potential benefits.
• 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 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.
• Add a commentary that provides an interpretation of the data set.
• Identify important stakeholders and relationships, and work with teams to build these relationships.
• Understand how to work with stakeholders and contribute to improving these relationships.
• Work within a strategic context and communicate how activities meet strategic goals.
• Contribute to the development of strategy and policies.
• Understand the core technical concepts related to the role, and apply them with guidance.
• Identify and engage with users or stakeholders to collate user needs evidence.
• Understand and define research that fits user needs.
• Use quantitative and qualitative data about users to turn user focus into outcomes.

Person specification

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 how we assess the Success Profile elements

Essential Experience
1. A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to deliver better services to customers. You will have a working knowledge and experience of using methodologies such as Agile and Prince 2 to support project delivery of improved services to customers.

2. The ability to communicate and engage with people across a range of grades and knowledge, quickly grasping the issues and providing answers for both technical and non-technical stakeholders.

Behaviours
• Seeing the big picture - (Level 3)
• Delivering at pace – (Level 3)

You can find out more about Success Profiles Behaviours here: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk)

Technical / Professional Skills:
This role is aligned to General IT service manager within the Digital, Data and Technology Profession.

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. Please review the following to understand the skill expectations: IT service manager - Government Digital and Data Profession Capability Framework

Benefits

Annual Leave - You will receive 25 days annual leave on joining us. This will increase to 30 days after four full years of service. You will also have 11.5 public and privilege days of leave every year. We also offer Flexi-time. Any extra hours you've worked can be taken as leave when suitable.

A Civil Service Pension - This job comes with a Civil Service pension. New joiners to the Civil Service will join a career average pension scheme as standard. Read more here - www.civilservicepensionscheme.org.uk.

Healthy work life balance - We can offer the possibility of full-time, part-time, term-time, and job shares. We also encourage flexible working.

Discounts - You can enjoy a vast range of retail, travel and lifestyle discounts through our benefit scheme.

Personal support for you - Our Employee Assistance Programme gives you confidential, independent information and guidance 24/7.

Volunteering special leave - Up to six days paid special leave a year for volunteering. We support our staff to help causes important to them.

Great locations - Our bright and modern offices in the heart of Dundee and Glasgow have been designed with staff in mind. Both locations are ideal for public transport.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements 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, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Expected Timeline (subject to change)
Sift – w/c 26th January 2026
Interview – w/c 16th February 2026
Location – In Person in either Dundee or Glasgow

To apply please submit an application form by clicking on the ‘Apply at Advertisers Site’ button.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Resourcing Team
• Email : recruitment@socialsecurity.gov.scot
• Telephone : 08001577194

Recruitment team

• Email : recruitment@socialsecurity.gov.scot

Further information

https://www.socialsecurity.gov.scot/working-with-us/help-with-your-application