IT Service Management Lead

IT Service Management & Business Operations Lead

Edinburgh/Glasgow/Hybrid
Salary up to £59,353 + 29% pension

Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. They aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern.

They are committed to providing the best service to their customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology.

Their Digital team is recognised across the industry for excellence in:

• Technology
  
• Innovation
  
• Culture
  
  As part of continued long-term digital transformation they are looking to grow their permanent technology team. They have an immediate requirement for an IT Service Management & Business Operations Lead to join their Digital Services team which currently numbers around 200. They employ over 1100 staff across all departments
  
  About this role:
  
  This role is responsible for overseeing Digital, Data and Technology Directorate's (DDAT) business operations and IT Service Management (ITSM) functions. This includes leading financial planning & monitoring, contingent worker contract management, IT service performance analytics, and the development of ITIL v4-aligned practices to drive service excellence.
  
  The role is critical in embedding a data-driven culture, ensuring operational resilience, service maturity, and continuous improvement across digital functions.
  
  Main duties:
  
  Service Management & Operational Excellence
  
• Develop, own, and mature ITIL v4 processes across all IT service functions
  
• Drive a proactive ITSM strategy and continuous service improvement (CSI).
  
• Implement and enhance service monitoring capabilities using ITSM platforms.
  
• Champion automation and self-service to improve efficiency and enhance the user experience.
  
• Lead major incident management practices, ensuring timely resolution and prevention strategies.
  
  Performance & Data-Driven Insights
  
• Define and track key IT service KPIs and then provide strategic insights for senior leadership.
  
• Leverage ITSM data and analytics to provide predictive insights.
  
• Own IT service reporting dashboards, integrating data visualisation tools (e.g., Tableau, Power BI) to enhance visibility.
  
• Drive a culture of performance improvement, ensuring accountability and data-led service enhancements.
  
  Financial & Resource Management
  
• Lead financial planning and control across IT services, ensuring maximum value for money.
  
• Optimise supplier and contingent workforce contracts, balancing cost efficiency with operational effectiveness.
  
• Ensure IR35 compliance and best practices in third-party contract management.
  
• Conduct financial scenario modelling, advising on budget optimisation strategies.
  
  Leadership & People Development
  
• Mentor and develop junior service management professionals, fostering talent and service leadership skills.
  
• Develop a high-performing culture across ITSM, finance, and workforce management teams.
  
• Champion cross-team collaboration, ensuring a unified approach to IT and business operations.
  
  Risk and Compliance Management
  
• Proactively identify and support risks related to budgetary control, supplier contracts, and contingent workforce compliance.
  
• Ensure service and financial compliance with internal policies and regulatory requirements.
  
  Supplier Relationship Management and Optimisation
  
• Working with and supporting our Product Managers, identify opportunities to negotiate more favourable terms with suppliers, reduce costs, and ensure value for money.
  
• Ensure all 3rd party Contingent Worker contract management is run efficiently and is IR35 compliant
  
  The job requires a candidate with extensive experience in financial control, particularly in supporting business operations of mid-sized organizations with annual running costs of £10M +. This includes managing contingent workers, ensuring IR35 compliance, and optimizing third-party supplier relationships and contracts.
  
  Additionally, the candidate should have strong IT Service Management expertise, including familiarity with ITIL v4 best practices, service maturity models, and experience with ServiceNOW or other ITSM platforms and workflow automation.
  
  Strategic thinking and leadership in change are crucial for this role, involving aligning operational improvements with long-term goals and leading teams through organizational transitions. The candidate must also have strong data analytics skills, a good understanding of IT infrastructure and systems, experience in agile governance, and strong stakeholder management skills.
  
  What you will get from joining RoS:
  
  
• RoS offers a highly stimulating working environment and prioritise delivering the best possible products and solutions. They have built a culture focused around continued learning and development. Everyone has access to high quality training to ensure they can help drive improvements and contribute the highest quality of work.
  
• Location: This role can be based either in Edinburgh or Glasgow and offers lots of flexibility around hybrid working.
  
• 35 hour working week. RoS are a flexible employer and will consider a variety of working patterns; compressed hours, term time working or part time working on a case-by-case basis, depending on the role and departmental requirements
  
• Generous holiday allowance starting at 38 days (26+12 bank hols)….increasing to 42 days over time.
  
• Excellent family friendly policies including Maternity at 1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more.
  
• An outstanding pension scheme offering employer contribution of circa29%.
  
• The salary range for this role is currently £46,677 - 54,957 and there will also be an additional 8% DDaT supplement paid.
  
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