Office for National Statistics
Senior IT Service Manager
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IT Service Manager – Digital Services Directorate
Location: Newport and Titchfield (office-based, with in-person progression mandatory)
The role requires regular attendance at an ** Office for National Statistics (ONS) office**, with all working days based in the office. The applicant will be expected to undertake in-person activities, and the induction process is conducted entirely in-person.
About the Role
The Office for National Statistics (ONS) is the UK’s leading national statistical office, producing widely used data across critical areas including:
- Economic measurement
- Population demographics (size, distribution, and characteristics)
- Price inflation analysis
- Employment, earnings, and crime statistics
This opportunity exists within the Corporate IT & Services Division of Digital Services (DS) Directorate.
We believe bold ideas start with strong partnerships. Does the prospect of driving change and championing IT Service Management (ITSM) principles—while embracing Agile methodology, continuous improvement, and customer-focused solutions—excite you?
If you thrive in a culture where technical leadership and organisational transformation go hand in hand, this role could be perfect.
The Digital Services Directorate develops and maintains the technology backbone for statistics. With growing demands for data, your role in technology, process innovation, and delivery will ensure the ONS can efficiently support current and future business needs.
Key Responsibilities
You will be responsible for managing, governing, and delivering the User Experience & Support Service, including:
- Mobile Device Management (MDM) and supervision of device lifecycles: smartphones, MacBooks using tools like Intune, Jamf, Knox, and Apple Business Manager.
- User support and experience: Ensuring adoption, balance punchiness and each easy for end-users on demanding platform-oriented systems.
- Performance and service alignment: Continuous evaluation of hardware, support structure optimisation against user and operational needs.
- SLA & organisational strategy implementation: Working closely with internal and external customers, overseeing ongoing support and BAU prioritisation for high financial stability.
Specific Accountabilities
- Design and implement a user-centric, customer-first service model, with the end-user needs rigorously integrated from design and delivery.
- Manage a multi-skilled IT support team to ensure service delivery efficacy.
- Developing and maintaining clear Service Level Agreement(s) (SLAs), and Operational Level Agreement(s) (OLAs).
- Collaborating effectively across agendas of stakeholders (colleague-focused and progressive suppliers).
- Contributing to maturity of IT processes, adjustments to increased efficiency, aligned with ITSM and other frameworks.
- Leading projects to develop the digital experience pillar aligned with modern workplace demands.
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Key Requirements
Essential Experience & Skills
- MDM technical expertise: Proven experience in enterprise Mobility Device Management scenarios using Intune, Jamf, Knox, Apple Business Manager tools.
- Service delivery excellence: Advanced skills in delivering high-volume IT support operations with measurable outcomes.
- Strong team leadership: History of managing tech staff productivity and a customer-centric ethos while driving innovation within your domain.
- Stakeholder & change management: Ability to negotiate complex collaboration with combined internal and external stakeholders, fostering transparency and results focus.
- Analysis and problem-solving mindset: Premier expertise in identifying inefficiencies and engineering continuous improvement whole-service.
Leading Behaviours Evaluated
- Seeing the Big Picture: Perceiving the whole system impact before making decisions.
- Communicating and Influencing: Ability to persuade across different teams and complexities.
- Changing and Improving: Proactively proposing targeted upgrades that address current challenges.
- Working Together: Anticipating styles to embrace teamwork, value, and accountability.
Salaries & Benefits
- Annual Salary: £41,985 (pro-rated if applicable).
- Civil Service Pension Contribution: Employer ends the FRS pension members with £12,163 for each qualifying year.
Additional rights and Civil Service benefits available include:
- Structured training and development opportunities
- Health & wellness subsidies
- Flexible working options (as appropriate)
- Trade union support A thorough working culture and invented facilities are central to this employer.
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Inclusion & Accessibility Commitments
ONS is renowned as a Disability Confident Leader, actively benefiting from tapping into a diverse talent pool. Applicants engaging with our recruitment process are encouraged to indicate required accommodations well in advance.
We highly recommend viewing our accessible resources here.
Security Process
- Security Level Required: A security check.
- Evidence provisions: Applicants are required to enable scrutiny of UK residences, financial history, and criminal records if eligible.
- UK Residency policies: Must be has for at least 3 uninterrupted years preceding application unless granted by exception.
Application & Selection Process
Two-Stage Process
Stage 1: Application
- Tailor your application to encompass detailed essential skills gaps retold through structured examples (STAR methodology).
- Provide a 1250-word personal statement (approximately), weaving data-backed narratives of your successes with previous roles.
Note: High application volume reviews may lead to dynamic scoring adjustments.
Stage 2: Interview
Utilizing the Civil Service Success Profiles, you will be assessed against behaviours and potentially a technical skill problem-solving exercise via Microsoft Teams.
If selected for a feedback review, only interview procedures are acknowledged.
Schedule and Details
- Eligibility Confirmations: Between 10th–17th July 2026
- Sift Applicants: It will start from 20/07/2026
- Interviews: 03/08/2026 onwards
- Formatting Security: Apply explicitly if visa sponsorship is needed ONS does not submit such letters. Recipients of a valid UK license are encouraged to apply.
Additional Requirements
Applicants must be UK nationals or grant holders under any of the following immigration schemes:
- Irish or Commonwealth nationals eligible to work within the UK.
- EUSS accredited residents or affected nations.
Contact Point
- Recruitment E-Mail : Government-Digital-and-Data-Recruitment@ons.gov.uk
- Recruitment Complaints: For issues, address : recruitment.complaints@ons.gov.uk
For further questions and comprehensive terms of engagement, visit your Civil Service Code or permit section.
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