Digital & ICT Service Manager

Forestry Commission

This vacancy is no longer advertised
Background Information

Forest Enterprise Scotland (FES) is an agency of the Forestry Commission, managing the National Forest Estate on behalf of Scottish Ministers. The Estate extends to 630,000ha, some 9% of Scotland's land area and is managed by a team of some 830 staff distributed across Scotland and delivering a diverse range of business activities including sustainable land and forestry management, timber harvesting and sales, recreation and community partnerships, renewable energy and agriculture. FES provides services for millions of visitors and does business with customers across a range of activities.

FES is reliant on effective and efficient Digital & ICT (D&ICT) services to achieve successful delivery of its vision and corporate targets. Of distinctive importance are systems for commercial timber and venison sales, procurement and tendering, business and government accounting, spatial planning and data management (GIS), digital communications (web, etc.) and management of contracts and agreements.

FES currently benefits from the provision of Information Services (IS) as part of the Forestry Commission's Shared Services Team based in Silvan House in Edinburgh. This service is shared across different parts of the Forestry Commission and encompasses business systems desktop management, data networks, voice networks, radio and electronics and service desk.

As Forestry Commission activity becomes further devolved, we need to develop D&ICT services expertise within FES to support our vision, strategies and future requirements for D&ICT services, and to implement new models for service provision, particularly in collaboration with the Scottish Government. We need to ensure that our key delivery business areas; Land Management, Community Services and Estate Development have the services they need for effective delivery, and that we achieve a smooth transfer of Forestry Commission in-house digital services into FES. FES will also provide D&ICT services to the sponsor body, Forestry Commission Scotland (FCS).

D&ICT is a newly established and evolving team which resides within the Business Services function. As a member of the FES Management Board, the Head of Business Services has overall accountability for this function.

This is an exciting time and will provide the candidate with the opportunity to become involved at the start of an important programme working in a dynamic environment. FES is a diverse business and there are many opportunities to implement D&ICT services to give our business an edge.

It is envisaged that this post would be located in either Edinburgh or Inverness however alternative locations will be considered.

Purpose of the Job

To ensure Forest Enterprise Scotland (FES) and Forestry Commission Scotland (FCS) achieves maximum business benefit from its use of Digital & Information and Communications Technology (D&ICT) by:

'Planning and managing the transition of D&ICT services (including: Contracts and Licenses) from Forestry Commission (FC) Central Services to FES.

'Leading the D&ICT service teams to ensure that appropriate user support is in place with SLAs agreed by the wider business.

'Ensuring that FES gets maximum value from licenses and support contracts while delivering an excellent service.

Key Work Areas

Service Transition

'Take a lead role in transitioning ICT service and support the Head of Digital Services to deliver the ICT Transition Programme.

'Responsible for the transfer of licenses and contracts ensuring FES achieve best value. Where necessary, lead on the procurement of new contracts and licenses.
'Establish Service Level Agreements (SLAs) with the business and develop a support structure to ensure these can be met.

'Responsible for establishing a service desk and field support function for D&ICT (post-transition) with particular emphasis on delivering excellent customer service.

'Work with the Head of Digital Services to design and implement the D&ICT team structure for continued service provision and support.

'Plan for the transfer of ICT assets from FC and develop appropriate policies and procedures to manage them.

Service Establishment

'Work collaboratively with FC Information Services to plan for and implement the transfer of service into Scotland.

'Responsible for establishing the following service and support areas:
Commercial and Contracts
Service Desk
Field Support

'Work closely with the D&ICT Service Manager to ensure that Service Level Agreements evolves to meet the needs of business customers.

'Embed ITIL service delivery standards to ensure a consistent approach to incident, request and change management.

'Responsible for establishing mechanisms to manage and control D&ICT assets and that accurate, up-to-date, inventories are maintained.

'Monitor and manage D&ICT transition budget.

Staff Management

'Ensure that staff are fully aware of their roles & responsibilities within D&ICT and across the wider FES/FCS business and that they adhere to all appropriate policies, procedures and processes.

'Undertake regular staff appraisals ensuring that every staff member has an agreed Forward Job Plan/Individual Learning plan, and undertake timely management of poor performance.

'Oversee the personal development of each staff member, ensuring that they all have the necessary training for their roles, enabling them to reach their full potential within D&ICT and FES/FCS.

'Ensure the appropriate distribution of skills throughout area of responsibility to remove any critical dependence on key individuals, and undertake succession planning as appropriate.

Person Specification

Experience and Professional/Technical Expertise


Substantial experience providing ICT support to a large, diverse user community using a combination of in-house staff and 3rd party technology suppliers;

Substantial experience in supplier/contract management including negotiation and contract award;

Strong planning, communication and presentation skills with the capability to listen and influence;

A thorough understanding of the ITIL Service Management Framework;

A proven track record in supplier management in an enterprise IT environment;

Detailed working knowledge of ICT license management and asset management;

Familiar with the effective and efficient deployment of resources in a dynamic multi-project environment to achieve optimum results.


Experience of working with business customers and suppliers at all levels to understand requirements negotiate appropriate SLAs;

Explaining technical information to a non-technical audience;

Knowledge of project management methodologies;

Experience of financial and budgetary management;

Bachelor's degree in a related subject;

ITIL v3 Certification;

Relevant project management qualification;

Knowledge of virtualisation and cloud technologies.

Core Competencies

Making Effective Decisions

Make decisions when they are needed, even if they prove difficult or unpopular;

Identify a range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources;

Recognise patterns and trends in a wide range of evidence/data and draw key conclusions.

Leading and Communicating

Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy;

Convey enthusiasm and energy about your work and encourage others to do the same.

Achieving Commercial Outcomes

Work with commercial experts in engaging effectively and intelligently with delivery partners in order to define and /or improve service delivery;

Identify and understand relevant legal and commercial terms, concepts, policies and processes (including project approvals and assurance procedures) to deliver agreed outcomes;

Delivering Value for Money

Cultivate and encourage an awareness of cost, using clear simple examples of benefits and how to measure outcomes;

Work confidently with performance management and financial data to prepare forecasts and manage and monitor budget against agreed plans.

Managing a Quality Service

Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions;

Work with team to set priorities, goals, objectives and timescales.

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