IT Service Manager - Central Government

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

Role: IT Service Manager REF 107153
Contract Length: 6 months
Location: Hybrid/Aberdeen (3 days per week on site)
IR35: Inside
Pay Rate to Intermediary: Market Rate
Security Clearance: BPSS

About the Role

Spinwell is recruiting for an IT Service Manager an excellent opportunity within the public sector.

Key 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.

Essential Skills and Experience

• Experience running demand management, service desk or business relationship management for an IT or digital function, including triage and prioritisation.
• 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.

Desirable Skills and Experience

• Experience in a new or rapidly growing organisation, or one separating from shared corporate services.
• Public sector or arm's length body experience, including familiarity with government digital and IT governance.
• Service management practice (ITIL or equivalent).

Disability Confident Scheme

The client supports the Disability Confident Scheme and is committed to providing fair and inclusive recruitment opportunities. Candidates with a disability who meet the minimum essential criteria for the role may be eligible for an interview under the scheme. Where application volumes are particularly high, the client may shortlist those candidates who best meet the role requirements.

Armed Forces Covenant

The client supports the Armed Forces Covenant and is committed to helping veterans and military spouses or partners access employment opportunities. Eligible veterans and spouses or partners of Armed Forces personnel who meet the minimum essential criteria may qualify for an interview under the client's applicable recruitment scheme. Where application volumes are particularly high, shortlisting may be necessary.

Reasonable Adjustments

If you require reasonable adjustments at any stage of the recruitment process, or would prefer an alternative or more accessible method of communication, please let us know. We will work with you and the client to accommodate your needs wherever reasonably possible.

Candidate Privacy Notice

By applying for this vacancy, you acknowledge that Spinwell Global Limited will process your personal information for recruitment purposes and may contact you about other suitable opportunities. Your details may be retained for up to 24 months from your last meaningful interaction with us, in accordance with our Recruitment & Website Privacy Notice, available at www.spinwellglobal.com .