Role Purpose

The IT Service Delivery Manager is responsible for the operation and maintenance of GTC Scotland’s IT infrastructure and business applications. With a strong focus on security and resilience, you will be responsible for ensuring that the organisation has the IT infrastructure, solutions and internal support needed to meet ‘business as usual’ digital requirements, to ensure digital information security and to deliver the requirements of the digital vision and strategy. 

Role Specific Responsibilities

• Lead the planning for IT service delivery, ensuring the allocation of internal and external resources for day-to-day activities and project work.

• Ensure the delivery of IT services to agreed, stable and reliable levels - regularly monitoring and reviewing services and producing appropriate reports.

• Manage and work closely with third party suppliers/vendors to maintain best practice for operational procedures and adherence to service level agreements, reviewing them regularly, and defining the service levels/KPIs as necessary.  

• Ensure that standard procedures are in place for managing change in an agile and efficient manner, minimising risk and reducing the impact of change on operations.  

• Ensure best practice management of IT services by implementing and maintaining ITIL process governance and methodology.

• Oversee the effective operation of the Digital Helpdesk, including incident management, problem management, service requests, application management and hardware/software asset management, liaising with the Digital Product Delivery Manager to ensure appropriate resolution of digital product related bugs, issues and requests

• Provide technical assurance for all new IT services, and for existing IT services undergoing change, to support scope and/or deliverables. 

• Support monitoring and management of IT expenditure. Identify opportunities for cost savings and act upon them.  

• Ensure the effective and efficient operational performance of GTC Scotland’s business systems and applications.

• Ensure that all IT security and service risks are documented, classified, assessed, and managed on an ongoing basis. 

• Ensure best practice and compliance for all aspects of cyber security, including the acquisition and maintenance of Cyber Essentials certification, penetration testing and vulnerability scans.

• Understand and implement group security policies and processes

• Contribute to the organisation’s Information Security Policy and promote adherence to policy, procedures, and good information security practice.

• Contribute to GTC Scotland’s Business Continuity standards and planning, ensuring processes are maintained and aligned to ensure that IT services can recover and continue, even in the event of a major incident (i.e. disaster recovery).  

• Maintain an IT Service Catalogue which contains accurate information and the appropriate details, dependencies, and interfaces of all services. 

• Research solutions and make recommendations for the improvement of IT services and infrastructure and work with the Digital Product Delivery Manager as appropriate to make these improvements happen.

• Lead, manage and motivate the Digital Support Officer(s).

• Perform other duties that may be reasonably required within the scope of your role as assigned to you. 

Responsibilities of All GTC Scotland Employees

• Commit to GTC Scotland’s values and principles

• Understand that our communities improve through the provision of strong and effective education, and you have a role in helping that happen

• Take ownership and responsibility through your work

• Be self-aware, understanding your own strengths and areas for development

• Be a restless learner, seeking opportunities for your own growth

• Deliver work effectively to ensure impact

• Work collaboratively to share and develop expertise

• Ask for help when you need it

• Be flexible and adaptive to meet our needs and those of our registrants

• Actively find and develop solutions to issues

Responsibilities of All GTC Scotland Leaders and Managers

• Have high expectations of yourself, colleagues and the organisation

• Grow and empower others, scaffold the learning of others

• Effectively coach others, ensuring we deliver with impact

• Be a highly effective communicator

• Effectively monitor and manage performance

• Strive for continual improvement

Person Specification

Qualifications and Training

Essential

• Bachelors Degree or equivalent qualification (SCQF Level 9) in IT, Computing Science or relevant discipline, or equivalent attested vocational or work-based training

• Evidence of ongoing professional learning

• ITIL (IT Infrastructure Library) certification

Desirable

• Agile training and certification

Knowledge, Skills and Experience

Essential

• Solid experience in an IT service management role, including supporting budget/financial management

• Significant experience of ITIL best practice for delivering IT services

• Experience of overseeing the delivery of IT support

• Demonstrable knowledge of cyber security, information security compliance and best practice 

• Significant experience of managing 3rd party IT Managed Service providers

• Experience in building and maintaining effective working partnerships with internal and external users/partners/suppliers

• Experience of delivering IT service improvement

• Excellent digital literacy including competency with Microsoft 365 applications (including Outlook, Teams, Word, Excel, PowerPoint, SharePoint, Dynamics)

• Effective resource management

Desirable

• Experience of working with Microsoft infrastructure and technologies

• Leadership skills and experience in the effective management of people and teams

• Experience of contributing to development of IT/Digital Strategy

Personal Qualities

Essential

• Excellent communication

• Strong ability to work with others to develop shared solutions to complex issues

• Self-directed, excellent organiser and planner

• Ability to motivate and inspire others

• A commitment to excellence

• Ability to maintain absolute confidentiality and discretion

Additional Information

Who we are:

We are the General Teaching Council for Scotland. We register and regulate the teaching profession as a safeguard for the quality of education in Scotland. We work to maintain and enhance trust in teaching.  We are a statutory body meaning our role is set out in law - we are independent of government.

Why work for us?

• Make a difference to the quality of learning and teaching for children , young people and adult learners in Scotland. 

• Flexible working is our default and is open to all. You will have flexibility over when and where you work, depending on the requirements of the role. Most of our people choose to primarily work from home but office space is available if preferred. You will be expected to travel to our office in Edinburgh to attend collaborative events and as the role requires. Please talk to us about your individual flexibility preferences.

• Learning is one of our core principles. We will support your learning and development to help you perform at your best in your role and to develop your future career.

• Annual leave entitlement is a generous 41 days.

•  Local Government Pension Scheme is open to all employees.

 Our Values

• Trust and Respect - All of us are equally important. We seek out and listen to others’ views. We support each other and build positive working relationships.

•  Integrity – We do what we say we will. We deliver on our plans and effectively communicate with others. We are committed to continually learning and improving.

•  Social Justice – We embrace diversity. We understand the importance of positive wellbeing and seek to support each other and our registrants. We want you to feel like you belong.