Service Management Expert (Public Sector)

  • Location

    Glasgow, Scotland

  • Sector:


  • Job type:


  • Salary:

    £450.00 - £650.00 per day

  • Contact:

    Ellie Bass

  • Contact email:

  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


  • Client:


Service Management Expert, Service Management, Service Desk Manager, ITIL Expert, Agile, IT Service Desk, Service Desk, Project Manager, Delivery Manager, Transformation, Change, Public Sector, Central Government, Slack, Skype, Google Docs, Confluence, Jira, Strategy, Strategic, Service Improvement, Glasgow, Edinburgh, Scotland, SC Cleared, SC, Security Clearance

Our Central Government client are looking for an experienced Service Manager Expert.

We are looking for an exceptional IT Service Manager with a balance of technical understanding and strong leadership skills who has proven experience in leading and managing an IT Service Desk.

The existing team is comprised mostly of supplier, contract and Civil Service resources. The specialist will be expected to be embedded into current delivery teams and will be expected to lead a small team.

  • Responsible for setting the vision and strategy for service management, ensuring processes are defined, owned and maturing. Responsible for developing capability of the existing team and getting them to a point where they are performant and self-sufficient. Knowledge transfer and experience of mentoring and building teams is absolutely essential.
  • You will provide direction and technical leadership and be responsible for successfully transitioning our Service Management capability from our delivery partner.
  • The role involves working collaboratively and across other government departments in Scotland and the UK. You should have an understanding and experience of agile delivery methods.
  • The specialist is expected to be on-site for at least four days a week with one day optional working from home.
  • The specialist will be expected to attend all associated Agile ceremonies and make use of collaborative tooling (Slack, Skype, Google Docs, Confluence, Jira).
  • You will have strong demonstrable experience in communicating with both technical and non-technical colleagues. You will work alongside and support the Service Owner and Lead Architect in ensuring our client has a fully managed, secure and successful service.

Key Skills / Experience

  • You will have experience of and ability to build a team. You will be excellent at mentoring current staff. You will be able to transfer your expert knowledge to individuals
  • An expert in managing relationships between stakeholders.
  • Ability to ensure that disparate suppliers and vendors come together to deliver our clients Service
  • You will have experience of an evidential approach to understanding users and their needs. Able to translate user stories and propose design approaches or services to meet needs.
  • You will be a strategic thinker. Able to have an overall perspective on business issues, events, activities and an understanding of their wider implications and long-term impact
  • You will have an in-depth understanding of Service Management Framework principles and processes and ability to apply the technical knowledge in project or programme activities.
  • You will be able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information
  • Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements
  • Ability to take management information and consolidate agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
  • Be able to build a high performing team where all team members are clear on their roles and responsibilities
  • Asset and configuration management - Experience of configuration management
  • Service Improvement - Demonstrable experience of service improvement