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Senior IT Service Manager - Office for National Statistics - SEO
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Senior IT Service Manager - Office for National Statistics - SEO
IT Service Manager – Corporate IT & Services Division, Digital Services (DS) Directorate
Location
- Primary Office Locations: Newport and Titchfield (Fareham)
- Work Arrangement: Mandatory in-person attendance. All working days are office-based. The role involves in-person activities, with an in-person induction process.
About The Role
Job Summary
The Office for National Statistics (ONS) is the UK’s largest producer of official statistics, covering key economic, social, and demographic topics, including GDP, population trends, inflation, employment, and migration.
This role is for an experienced IT Service Manager within the Digital Services (DS) Directorate, responsible for developing and operating critical technology and services that support ONS operations.
Mission
Our mission is to lead technical and cultural change within an open, autonomous environment, championing IT Service Management (ITSM) principles and Agile methodologies to drive:
- Continuous improvement
- Collaboration
- Value-focused outcomes
The demand for data and advanced services is growing, and we need someone capable of managing a User Experience & Support Service, including Mobile Device Management (MDM) for ONS employees.
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Key Responsibilities as IT Service Manager
- Managed MDM Solutions: Proven track record of managing solutions (e.g., Intune, Jamf, Knox, Apple Business Manager) in an enterprise setting.
- Team Leadership: Oversee a multi-skilled team of infrastructure engineers, delivering IT service operations with a customer-centric approach.
- Customer Focus: Provide exceptional service to internal and external stakeholders.
- Stakeholder Management: Cultivate relationships with IT Service Management, third-party vendors, engineers, and business groups to align efforts strategically.
- SLA & OLA Compliance: Ensure agreed service level agreements (SLAs) and operational level agreements (OLAs) are documented, followed, and upheld across all stakeholders.
- Collaboration: Work with IT teams to optimise processes and support continuous service maturity.
- Workflow Prioritisation: Balance day-to-day operations with project priorities while ensuring business and user needs are met first.
Critical Expectations: Person Specification
Essential Skills & Qualifications
Required to demonstrate:
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Technical Proficiency:
- Ability to leverage your technical understanding when drafting informed decisions and guiding service delivery.
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Stakeholder Influence:
- Skills to champion stakeholder relationships, fostering strong partnerships that drive business objectives.
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Issue Ownership:
- Lead investigations to diagnose and develop solutions, always balancing quick resolutions with longer-term outcomes—especially in fast-paced environments.
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Process Improvement Mindset:
- See beyond individual services to identify systemic opportunities for process and service refinement across teams.
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Strategic Balance:
- Effectively prioritise partner relationships, manage vendors and deadlines with the ability to influence and improve existing processes.
Additional Qualities
- Agility & Adaptability: Maintain a ** rationality under pressure** and apply a structured approach under tight deadlines.
- Problem-Solving: Turn complex situations into clean, effective solutions aligned with user and business goals.
- Communication: Clarify ideas and handle challenging discussions professionally, ensuring clarity and buy-in from diverse stakeholders.
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