Principal Digital Specialist (Flexibly located in Scotland)

Together we are Trusted to Serve Scotland.

Principal Digital Specialist

We are looking for a Service Delivery Specialist to join our team within Digital.

Responsible for the management of a range of Digital services and multiple third-party service suppliers - enabling Scottish Water to operate in line with all its Digital needs.

Main Responsibilities

The primary accountability for the role is to lead on Continual Service Improvement within Digital Services for Scottish Water.

The role will lead regular service review meetings with contracted suppliers - reviews performance against service reports; resolves operational service delivery, escalation, ordering, usage & capacity planning issues; reviews contractual obligations & importantly drives service improvement.

Service Improvement or known as Continual Service Improvement within Digital has a primary objective to review our Digital services both within Scottish Water Digital and our Partners on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more efficient ways of providing a service where possible. Importantly it looks at all aspects of service and seeks out improvement be that incident reduction, automation of manual tasks and importantly the development of people, processes, and tools.

Having moved into year 5 of the Digital Partnership, we have realised significant benefits from our combined efforts be that a 50% reduction in the number of contacts into our service desk, a 44% reduction in the number of customer incidents or vastly improved request services but there is so much more to go after.

This role will lead our ambition for a “zero preventable incident” Digital Service

Essential Skills/Knowledge Required:

Note: the role holder will be required to take active participation in the Digital on-call rota for incident management (7*24 every 1 in 4 weeks).

The salary scale is: £45,873 - £58,418

Other benefits include:

The Closing date for applications is: 26th May 2023

Do you have any support needs?

Please let us know if there are any changes we can make to our application and selection process to make it easier and more comfortable for you. Email us with the vacancy reference number in the subject line so we can work with you to support you throughout your application.

Working at Scottish Water

Scottish Water is one of the UK's leading water companies, the quality of drinking water and satisfaction with the service we provide our customers has never been higher - but we want to be even better – and you could help play an important part!

We take employee engagement very seriously and have an inclusive and collaborative work environment where we respect people’s differences. We are committed to creating an engaging environment and a positive experience for our employees.

We were recently recognised as a Top 10 Flexible Employer in Scotland at the Flexibility Works Awards 2021 and by The Times as a Top 50 Employer for Women in 2019.

In 2019 we also won the Age Inclusive Award at The Herald and GenAnalytics Diversity Awards and were winners of the Best Public Sector Employer at the Family Friendly Working Scotland Awards 2020.
We have Carers Positive Exemplary Status and were Silver Award 2019 & Gold Award winners 2020 of the Defence Employer Recognition Scheme (DERS).

We aim for work to be an energising and fulfilling experience and everyone plays their part to ensure that Scottish Water is trusted to serve our customers and communities.

We are passionate about creating opportunities for young people and are proud to have achieved the Gold standard in the Investors in Young People accreditation, demonstrating our commitment to creating rewarding opportunities for young people.

You will have access to a host of benefits which include 38 days holiday a year, a defined benefit pension scheme, a discounted medical cash plan and cycle to work, plus a variety of agile working arrangements and family-friendly policies designed to support your wellbeing.

Next Steps

Any offer of employment with Scottish Water will be subject to the successful completion of a mandatory pre-employment screening process, including Disclosure Scotland and eligibility to work in the UK. Details can be found on our website.

For more information about this role or if you require any additional support throughout the application process please contact the recruitment team:

As part of our commitment to developing a flourishing Scotland, it is important that Scottish Water employees are resident in Scotland and contribute to the Scottish economy by paying Scottish income tax on their earnings. As a result we ask all potential employees to confirm that they are resident in Scotland, or to confirm their intentions to move to Scotland within 3 months of their start date.

Please note that candidates who have not submitted an application in the last 12 months will be automatically removed from our system records.