Digital Operations Manager

Key Responsibilities:

• Lead, motivate and develop teams of technical specialists to deliver continual service improvements across Oracle Cloud and various other corporate systems.

• Demonstrate a strong understanding of relevant technical concepts and articulate how they fit within the wider technology landscape.

• Evaluate and establish requirements for the implementation of change through the development of policies, standards and best practices.

• Take ownership of issues and incidents, proactively identifying and addressing potential risks and problems and ensuring they are clearly communicated.

• Manage configuration management across the organisation, ensuring value for the business and compliance with organisational policies.

• Lead the IT service management function, ensuring appropriate resources, capability and capacity are in place.

• Represent the IT service management function at a senior level in the Corporate Operations Directorate and act as an escalation point for business stakeholders.

• Analyse and interpret large volumes of complex and sometimes conflicting information to develop effective solutions.

• Determine and communicate the strategic vision and direction for digital operations and service management.

• Build and maintain effective relationships, positively influencing senior stakeholders and decision-makers.

• Ensure changes to IT assets are recorded, controlled and governed appropriately.

Success Profile

Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on. 

Experience: 

1. Demonstrable experience supporting and managing Windows-based and/or Oracle Cloud applications and infrastructure, with a solid understanding of IT service management disciplines, including incident, change, and problem management.
2. Good analytical skills to be able to scrutinise service delivery metrics vs requirements to identify opportunities to meet customer needs through technological solutions. A demonstrable knowledge of methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services.
3. Experience of developing and managing services which deliver value to customers, and the ability to build and manage relationships experience across varied stakeholders; with an ability to communicate the benefits to be gained from IT and where it can be utilised to meet business challenges.
4. A commitment to continual service improvement; you will be willing to challenge established practices, using evidence to develop and deliver a better service to your customers. This will include streamlining processes to ensure you can focus on delivering support for new business critical
5. technologies. You will have a proven ability of delivering customer focused service improvements which have measurable additional value for customers.

Experience is assessed at sift, along with a more in-depth assessment at interview. 

 

Behaviours:

• Changing and Improving (Level 4)

• Working Together (Level 4)

You can find out more about Success Profiles Behaviours, here.

Behaviours are assessed at interview. Full details will be shared in advance with all candidates invited to this stage. 

Technical Skills: 

This role is aligned to the IT Service Manager role within the IT Operations Job Family.

This post is a full-time role, but we welcome applications from staff with different working patterns, proposed working patterns will be assessed against the business requirements for this post.

Equality Statement

We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. 

Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.

Further information

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.

Information & Technology Services (iTECS) is a Division within Scottish Government and part of Corporate Operations Directorate. Having responsibility for:

• Delivering corporate ICT and information services for Scottish Government.

• Delivering shared ICT services (SCOTS Connect) to paying customers across the central government community in Scotland – shared services customers now make up around 50% of the 22,000-user base.

• Protecting Scottish Government’s information and ICT assets.

• Contributing to the delivery of Digital Public Services by ensuring that our people and businesses are making the most of the digital opportunity; and that ICT public services are customer-centric, collaborative, integrated, efficient, and continuously improving by making best use of digital technology.