Senior IT Service Manager - Office for National Statistics - SEO

The locations for this role are Newport and Titchfield (Fareham).

This role requires attendance at an ONS office, where all working days will be office based. The post holder will be expected to work in the office to undertake in-person activities. The induction process for the role will be conducted in person.

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, championing IT Service Management principles and processes while embracing Agile ways of working to drive continuous improvement, collaboration, and value-focused outcomes. 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 IT Service Manager to join the Corporate IT & Services Division within the Digital Services (DS) Directorate.

As an IT Service Manager, with a broad technical understanding you will manage a service support team with a customer-centric support approach across multiple locations, focused on service availability, performance, and process maturity.

You will be responsible for the management, governance, and delivery of the User Experience & Support Service, including Mobile Device Management (MDM). This role encompasses the end-to-end lifecycle management of mobile devices and MacBooks, utilising enterprise platform tools such as Intune, Jamf, Knox, and Apple Business Manager.

You will ensure that the service operates effectively, is well-governed, and aligns with both user needs and organisational objectives. This includes maintaining strong control frameworks, delivering high-quality user support, and continuously improving the overall user experience across all managed devices and platforms.

We are looking for excellent customer service and interpersonal skills, with the proven ability to deliver quality outputs in a fast-paced environment.

You will have the capability to work under pressure and prioritise effectively as well as a proven record of stakeholder management with both internal and external customers.

You will have the skills to influence and challenge existing processes, using your communication skills to be able to handle challenging conversations.

Responsibilities

As an IT Service Manager, you will:

• Have proven experience managing MDM solutions in an enterprise environment using tools such as Intune, Jamf, Knox, and Apple Business Manager
• Manage a multi-skilled team of infrastructure engineers supporting IT service delivery.
• Deliver excellent customer service to internal and external customers.
• Work closely with IT Service Management colleagues, third-party suppliers, and internal business and technical stakeholders to build and maintain effective relationships.
• Lead teams to ensure service level agreements (SLAs) and operational level agreements (OLAs) are agreed, maintained, and understood across internal and external teams.
• Collaborate with wider IT service functions to maintain, improve, and mature services.
• Oversee day-to-day service delivery, balancing BAU and project demands while prioritising work to meet business and user needs.

Essential Criteria:

Skills and Experience - it is essential you:

• Have good technical understanding to support effective service delivery and informed decision making.
• Influence stakeholders, manage relationships effectively, and build long term strategic partnerships that support business outcomes.
• Take ownership of issues, proactively identify solutions, and deliver excellent user outcomes.
• See the bigger picture by taking groups of services, proactively identifying opportunities to improve underlying services and processes.
• Lead investigations, develop improvements to prioritise and deliver quality outcomes in a fast-paced environment.