Live Services Operations Manager

Are you looking for the opportunity to work as a Live Services Operations Manager and join our Digital Services team?

The role sits within the Digital Directorate → Digital Development Consents (DDC) Division → Live Services team. 

The Service Desk Manager is responsible for the day-to-day operation of the Scottish Government’s public-facing eDevelopment IT application, the new SG Pay service currently in the beta stage, and the Planning and Building Standards Fee calculator systems, and its associated public-facing Support Desk. 

In this role, you will be responsible for maintaining service quality, enabling smooth operations, and supporting ongoing continuous improvement and upgrades of these services in line with Scottish Government priorities. You will be responsible for overseeing first- and second-line technical support for these applications including managing and investigating escalated issues and complaints and collating information on opportunities for service improvement from partners and service users.  

You will be responsible for developing and maintaining internal and external partner relationships, and co-ordinating delivery partners to aid the successful operation and evolution of these services for its full lifecycle. This will include working with third-line support providers and providing technical advice to project teams working to develop new and replacement services. 

Responsibilities

• Track, log, and correct information to protect assets and components. 
• Analyse current processes and identify and implement opportunities to optimise them. 
• Manage relationships with a team of delivery partners and subject matter experts to deliver service improvements quickly and efficiently. 
• Take accountability for issues that occur and be proactive in searching for potential problems. 
• Ensure that the right actions are taken to investigate, resolve and anticipate problems. 
• Co-ordinate the team to investigate problems, implement solutions and take preventive measures. 
• See the bigger picture by taking groups of services and investigating how to get the best out of underlying services. 
• Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library), or a comparable ITSM framework. 
• Demonstrate experience in meeting the needs of users across a variety of channels. 
• Bring insight and expertise into how user needs have changed over time to ensure they are met by the business. 
• Apply strategic thinking to provide the best service for the end user. 

Success Profile

Success profiles are specific to each job, and they include the mix of experience, skills and behaviours candidates will be assessed on. 

Experience:

1. Ensure the support of existing and emerging Information and Communications Technology (ICT) services, and provide technical advice to users and project teams. 
2. Manage and monitor Service Desk Service Level Agreements (SLAs) with delivery partners and performance. 
3. Defining, owning and contributing to the IT technical roadmap and strategy for Scottish Government ICT services. 
4. Demonstrable skills of managing and successfully improving a team that provides first- and second-line technical support for public-facing ICT services.   

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

Technical Skills:

This role is aligned to the Senior Service Desk Manager role within the IT Operations job family.  

You can find out more about the skills required, here. 

These skills are assessed by technical assessment, designed to represent the role. Candidates reaching this stage will receive a Technical Assessment Candidate Pack which outlines the specific skills to be assessed, plus the method of assessment.  

Behaviours:

• Working Together (Level 3) 
• Managing a Quality Service (Level 3) 

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. 

How To Apply

Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet each of the 4 Experience criteria listed in the Success Profile above.  

Candidates will have their applications assessed against all Experience criteria. 

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 

If invited for further assessment, this will consist of an interview and DDaT Technical assessment where the behaviours, experiences and technical skills outlined in the Success Profile will be assessed. 

The sift is scheduled for w/c 19th January 2026

Interviews and DDaT Technical assessments are scheduled for w/c 2nd February 2026 however these may be subject to change. 

About Us

The Scottish Government is the devolved government for Scotland. We have responsibility for a wide range of key policy areas including education, health, the economy, justice, housing, and transport. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. 

Our staff are part of the UK Civil Service, working for Ministers and senior stakeholders to deliver vital public services which improve the lives of the people of Scotland. 

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. 

Working Pattern

Our standard hours are 35 hours per week, we offer flexible working including full-time, part-time, flexitime, and compressed hours depending on the needs of the role. 

From October 2025, the Scottish Government will require staff in hybrid-compatible roles to work in-person 40% of the time either in an office or other agreed work location. 

If you have specific questions about the role you are applying for, please contact Digitalcareers@gov.scot

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.  

Ddat Pay Supplement

This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession, as a member of the profession you will join the professional development system. This post currently attracts a £5,000.00 annual DDAT pay supplement, applicable after a 3-month 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.  

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. 

Apply Before: 18th January (23:59) - This role is open to internal candidates and Common Citizenship organisations only.