IT Service & Demand Manager - Public Sector (Hybrid)

Spinwell Global; Aberdeen City; Hybrid; GBP 92,000 - 129,000; Full time

Job summary

Spinwell Global is seeking an IT Service Manager for a 6-month hybrid contract in Aberdeen. The role focuses on establishing a formal demand entry point for digital and IT work, triaging requests, and owning the end-to-end commissioning of work from business need to service acceptance.

You will work with senior stakeholders, manage governance around investments, and design repeatable processes while ensuring day-to-day operation and reporting are delivered to time and budget expectations.

Qualifications

• Experience running demand management, service desk or business relationship management for an IT or digital function.
• Experience commissioning work from a shared service, managed service provider or internal supplier, from business need through to service acceptance.
• Working knowledge of investment approval and governance processes, and the judgement to recognise what needs formal approval before it proceeds.
• Credible with senior stakeholders, able to hold a prioritisation line without an established mandate.
• Hands on: willing to design the process and personally run it day to day, including the reporting.
• Able to leave a documented, repeatable process behind and hand it over cleanly.

Responsibilities

• Establish and run a single point of entry for digital and IT demand across client, replacing informal routing with a logged and prioritised process.
• Triage incoming requests, resolving what can be resolved directly and routing the rest to ICS, to suppliers, or into the delivery portfolio.
• Own the route for commissioning work from ICS, from business need and funding through scoping, assurance and approval to service acceptance.
• Identify requests that require investment approval or Digital Investment Governance Committee submission, and hold them until that approval is in place.
• Maintain a demand record and report demand against capacity to inform prioritisation and forward planning.
• Engage senior stakeholders across directorates on prioritisation, and take on the demand currently absorbed informally.
• Report on the digital portfolio to the CDIO and the Digital Investment Governance Committee, including the written progress report in months the Committee does not sit.
• Develop the templates and guidance that make the process repeatable, and hand over a working front door to the permanent function.

Skills

Demand management

Service commissioning

Governance & approvals

Stakeholder management

Hands-on process design

Documentation of processes

Job description

Spinwell Global is seeking an IT Service Manager for a 6-month hybrid contract in Aberdeen. The role focuses on establishing a formal demand entry point for digital and IT work, triaging requests, and owning the end-to-end commissioning of work from business need to service acceptance.

You will work with senior stakeholders, manage governance around investments, and design repeatable processes while ensuring day-to-day operation and reporting are delivered to time and budget expectations.