Senior IT Service Manager

office for national statistics • United Kingdom

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AI Summary

Lead the delivery and governance of IT services for the Statistical Business Register (SBR) within the ONS Digital Services Directorate. Own and mature support processes, including incident, problem, and change management, while ensuring adequate resources and capacity for service delivery. Act as a senior strategic leader and point of contact for major incidents, driving continuous improvement and stakeholder alignment across technical teams and suppliers.

Key Highlights

Senior leadership role within the ONS Digital Services Directorate, specifically for the new SBR system.

Responsible for governing IT Service Management processes and ensuring service excellence through SLA/KPI management.

Requires strong strategic leadership, stakeholder management, and business analysis capabilities.

Salary of £56,861 plus Civil Service Defined Benefit Pension contribution.

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Key Responsibilities

Lead the delivery of secure, reliable and high-performing IT services that meet business needs and organisational priorities.

Provide strategic leadership to technical teams, service functions and third-party suppliers, ensuring accountability, performance and service excellence.

Own and govern IT Service Management processes, including incident, request, change, release, asset and configuration management.

Establish, manage and report on SLAs, OLAs and KPIs, using performance data and management information to drive improvements.

Act as a senior escalation point for major incidents and service issues, ensuring timely resolution and minimal disruption to live services.

Build and maintain strong relationships with stakeholders, delivery teams and suppliers to ensure services remain aligned with organisational requirements.

Manage day-to-day service delivery while balancing operational performance, risk, service improvement and project delivery activities.

Drive continual service improvement through automation, data analysis, user feedback, best practice sharing and effective governance and compliance.

Manage service risk, resilience and performance, acting as a senior point for major incidents while ensuring robust reporting, compliance and informed decision-making.

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Technical Skills Required

IT Service Management Incident Management Change Management

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Benefits & Perks

Civil Service Defined Benefit Pension scheme

Flexible working options including part-time and job share

Hybrid working policies

Job Description

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.Our Digital Services (DS) Directorate develops and operates much of the technology and service 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.

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