Senior IT Service Manager - Office for National Statistics - G7

The ONS operates a flexible hybrid working model across the UK, with colleagues linked to one of our contractual locations working between office and remote throughout the week. The locations for this role are Newport and Titchfield (Fareham).

This role requires on-site attendance at this office location 3 days due to the nature of the role.

The induction process for the role will be conducted in person.

The Office for National Statistics (ONS) is the UK's largest producer of official statistics, covering a range of key economic, social and demographic topics. These include measuring changes in the value of the UK economy, estimating the size, geographic distribution and characteristics of the population, and providing indicators of price inflation, employment, earnings, crime and migration.

Are you innovative with the energy and motivation to lead exciting technical and cultural change?

Would you thrive in an open, autonomous environment being an advocate for IT Service Management principles and processes and the benefits it can bring? If so, this could be the role for you.

Our Digital Services (DS) Directorate develops and operates much of the technology and services that ONS uses to deliver. Demand for data and statistics are increasing, and DS has a critical role in enabling the business to meet these demands.

We are seeking an experienced Senior IT Service Manager to join the Corporate IT & Services Division within the Digital Services (DS) Directorate. This is an exciting opportunity to lead high performing teams and shape the future of core IT services across the organisation.

As a Senior IT Service Manager with a broad technical understanding, you will provide strategic direction and strong leadership to ensure the delivery of high quality, secure, reliable, and efficient services. You will be accountable for guiding your teams, setting priorities, and ensuring outputs meet organisational needs and expectations.

You will also play a key role in aligning technology and service delivery with the ONS Technical Strategy. You will lead Change, Asset and Software Management as well as Governance and Audit compliance ensuring services are robust, well-governed and meet organisational standards. Your leadership will help drive continuous improvement, service excellence, and innovation that supports future strategic goals.

You will be responsible for setting the vision for the services that you own and for delivering the technical roadmap(s) for key teams within the Corporate IT & Services Division.

Leading your teams you will be empowered to be creative whilst focusing on delivering a high-quality service to all your stakeholders. You will need to be both innovative and have the passion to lead changes from the front.

You will collaborate with your colleagues in the IT Service Management profession, 3rd party suppliers, as well as internal Business and Technical stakeholders, developing and maintaining key relationships with all.

Using your experience and expertise of service delivery and managing IT Services, you will be the escalation point for IT related incidents as well as facilitating Major IT Incidents.

Leveraging ONS' IT Service Management Toolset, you will ensure incidents, requests and changes adhere to their support processes within service level agreements (SLA). You will effectively manage the balance between business as usual (BAU) activities and demands of Project Delivery.

You will be responsible for collating and interpreting management information from various data sources for upward cascade.

Responsibilities

• Collaborate across various Technical Support teams, 3rd party suppliers, Business Stakeholders and Senior Management, ensuring the IT Service Management processes are followed and relevant operational level agreement (OLA), Service level agreements (SLAs) or Key performance Indicators (KPIs) are met.
• Develop relationships with the Corporate Delivery Teams, playing a proactive role as a key stakeholder, ensuring minimal impact to live services you are responsible for.
• Present management information on the status and performance of the service to Senior Management and key stakeholders across the Business.
• Lead continuous improvement activities across all processes. Driving quality and productivity with a focus on automation where appropriate.
• Play an active role in wider communities of practice, identifying and sharing best practice.
• Give direction on which tools or methods to use and be experienced in meeting the needs of users across a variety of channels.

Essential Criteria:

• Strategic Thinking - A strong leader, with a broad technical understanding, capable of leading teams of multiple disciplines. Who can support continuous improvement, and team development/performance.
• Stakeholder Relationship Management (IT operations) - A proactive individual with the ability to collaborate, communicate and influence across teams and organisational boundaries, including 3rd party suppliers.
• Business Analysis (IT operations) - Able to identify risks, owning and providing plans for mitigation, considering the impact on the wider organisation.
• Ownership & Initiative - A driven individual, that takes accountability for issues that occur, through to resolution and is proactive in searching for potential problems and analysing trends.
• User Focus - A real drive and passion for excellent user experience, employee enablement and continuous improvement.