Service Manager - Data Provisioning

Are you an experienced Service Manager with a passion for data and digital innovation? The Data Office at Social Security Scotland is seeking a proactive professional to lead the strategic use of data across the organisation and the wider public sector. If you excel in large-scale agile delivery, have strong data domain knowledge, and can manage diverse teams and contracts, this is an exciting opportunity to make a meaningful impact in shaping social security services through data-driven solutions.

As Service Manager, you will oversee a mixed delivery team comprising internal and contracted resources, responsible for delivering multi-year data pipeline capabilities. You will be accountable for the quality, performance, and outcomes of your service, providing clear end-to-end direction, prioritisation, risk management, and decision-making aligned with departmental goals, policy requirements, and user needs.

You will work closely with operational delivery leaders within the Digital, Data, and Technology (DDaT) community, driving continuous improvement, fostering innovation, and ensuring the delivery of cost-effective, high-quality services. Your strategic vision and expert leadership will support the organisation’s mission to maximise the strategic use of data and deliver tangible benefits to users and stakeholders alike.

A Service Manager is accountable for the quality, performance, benefits and outcomes of a service. They provide clear end-to-end direction, prioritisation, risk management and decision making for teams in line with department, policy and user outcomes.

In This Role, You Will

• Define success and quality measures for a service, driving continuous improvement towards these measures.
• Inform and influence stakeholders, getting consensus that enables work to progress.
• Ensure the delivery of change that realises the outcomes and benefits of your service.
• All delivery is managed in a demonstratable, cost-effective manner.
  
  

Social Security Scotland, an Executive Agency of the Scottish Government, is undertaking the largest and most complex IT and digital change programme since devolution. With a lifetime budget of over £300m, Social Security Scotland is delivering a social security system that will support the people of Scotland for decades to come.

We aim to develop within Social Security Scotland, a positive and inclusive culture, which supports our people to flourish, by embedding a working environment where we all treat each other with dignity and respect and recognise each other’s contributions.

Responsibilities

Leadership and Methodology

• Coach and lead teams in Agile and Lean practices, tailoring approaches to maximise effectiveness.
• Promote innovative working methods to achieve optimal outcomes and build stakeholder consensus.
• Act as a recognised expert, advocating approaches and challenging teams to improve processes and delivery.
  
  

Technical and Service Expertise

• Apply advanced knowledge of design, technology, and data principles within the service area.
• Identify and implement solutions for assisted digital and support the required digital, data, and technology (DDaT) roles.
• Demonstrate knowledge of tools, concepts, and phases of product delivery, adapting approaches as needed.
  
  

Product and Delivery Management

• Develop, own, and iteratively refine Agile business cases throughout the product lifecycle.
• Determine appropriate deliverables and assign the right people to ensure effective delivery.
• Recognise when to progress or pause initiatives based on experience across the product lifecycle.
• Ensure delivery aligns with industry best practice and continuous improvement.
  
  

Stakeholder Engagement and Operational Management

• Collaborate closely with operational delivery leaders in DDaT.
• Build consensus with stakeholders and act as an escalation point for major operational issues.
• Champion operational management and foster cross-team collaboration.
  
  

Strategic and User Focus

• Develop a long-term vision and objectives, focusing on what is most relevant and valuable.
• Ensure user needs across multiple channels are met, applying insights into evolving requirements.
• Apply strategic thinking to deliver the best possible service for end users.
  
  

Risk and Problem Management

• Anticipate potential issues and mitigate them early, understanding their broader impact.
• Maintain a proactive approach to problem-solving within the wider service context.
  
  

Success Profiles

We use assessment framework called 'Success Profiles' which lists the elements we test and provides detailed descriptions of each. Find out more about how we assess the Success Profile elements.

Essential Experience

• Proven experience in leading large-scale data and digital projects or programmes, including developing long-term vision and objectives, and translating these into credible business cases aligned with an organisation’s strategic priorities. Skilled in delivering roadmaps and plans on time and within budget through strong leadership and agile decision-making.
• Extensive experience in leading data teams through all phases of a product lifecycle to deliver large-scale digital projects or programmes that involve complex user requirements, business and technical challenges, and require effective cross-silo collaboration, maximising the opportunities offered by digital technology.
  
  

Behaviours

• Seeing the Big Picture (Level 4)
• Leadership (Level 4)
  
  

You can find out more about Success Profiles Behaviours here:

Technical / Professional Skills

This role is aligned to Service Owner in the Digital, Data and Technology Profession.

These skills will be tested during the Technical Assessment if you are successful at sift stage. They will be not be assessed at application stage. Please review the following to understand the skill expectations: Service owner - Government Digital and Data Profession Capability Framework

How To Apply

Apply online, you must provide a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the Experience and Behaviours listed in the Success Profiles above.  Be sure to provide specific examples of work that you’ve done that showcase your relevant experience.

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.

Should a large number of applications be received, an initial sift may be conducted using the CV and Supporting Statement on the first Experience criteria. Candidates who pass the initial sift will have their applications fully assessed.

Candidates who are successful at sift stage will be invited to attend an Interview and Technical Assessment. The interview will further assess the Experience and Behaviours listed in the job advert and the Technical Assessment will evaluate the Technical Skills relevant to the role.

Candidates who pass the sift and are invited to the Interview and Technical Assessment stage will receive a Technical Assessment Candidate Pack, which will outline the skills to be assessed and the assessment methods to be used.

Following the application sift, there may be a telephone interview as part of the assessment process before the main interview.

We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.

Information Session

We are holding a candidate information session for this role on Friday 9th January 12:30-1:30.

We Will Be Talking About

• The Service Manager – Data Provisioning role and team
• About Social Security Scotland
• Our recruitment process
• Q&A with the hiring manager
  
  

Please join us using the link below to find out more about the role and working for Social Security Scotland.    

Join the meeting now

Expected Timeline (subject to change)

Sift - w/c 19th January

Interview - w/c 2nd February

Location - In person in either Dundee or Glasgow

Reserve List

In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.

About Us

Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.  

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.   

DDat Pay Supplement

This post is part of the Scottish Government Digital, Data and Technology (DDAT) profession and as a member of the profession you will join the professional development system. This post currently attracts a £5,000 annual DDAT pay supplement, applicable after a 3 months 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.

Working Pattern

Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee.  If you have specific questions about the role you are applying for, please contact us. 

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. 

Equality Statement

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

Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot.

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

Right to Work in the UK

Social Security Scotland is an approved sponsor under the UK Visa and Immigration (UKVI) Skilled Worker route. Please note that UK immigration guidance, including skill and salary thresholds and eligible occupations, is reviewed regularly and subject to change. If you require visa sponsorship, you should check the latest criteria to confirm whether this role meets current requirements before applying. You can find further advice on Gov.UK - Skilled Worker visa: Overview - GOV.UK

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. 

 

The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.

Social Security Scotland’s recruitment processes are underpinned by the recruitment principles of the Civil Service Commissioner, which outline that selection for appointment be made on merit on the basis of fair and open competition - Recruitment - Civil Service Commission (independent.gov.uk)

If you feel at any time your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, you can make a complaint, by contacting Social Security Scotland at recruitment@socialsecurity.gov.scot in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commissioner.

If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via Recruitment@socialsecurity.gov.scot.

Apply before 19th January 23:55

Contact Name - Resourcing Team

Contact email - recruitment@socialsecurity.gov.scot