Information Technology Service Management Manager

Working Patterns: All our vacancies are offered as a flexible option of Fulltime, Parttime, Flexible working, Job Share

Closing Date: 11:55 pm on Thursday 12th November 2026

Job summary

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.

We are seeking an experienced Senior IT Service Manager to join the Statistical Business Register division within the Digital Services Directorate.

The Statistical Business Register (SBR) is currently being developed to replace the Inter‑Departmental Business Register (IDBR). The SBR will hold a comprehensive list of UK businesses and will be used as the main sampling frame for surveys of businesses carried out by ONS and other government departments. It will be made up by a collection of different products. The transition from IDBR to SBR will be delivered through a number of different transition phases.

In this role as a Senior IT Service Manager for the Statistical Business Register (SBR) you will be heavily involved in refining the support package following the release of SBR phase 1 into production later this year. The role will then further develop the support requirements for the subsequent phases of SBR to be released which are currently under development.

The IT Service Manager will be responsible for ensuring that the support processes and procedures are owned and matured inline with the different transition phases. They will be responsible for ensuring adequate resources and capacity is available across the relevant support teams to provide a comprehensive support wrapper for SBR. This includes user support, incident and problem management as well as standard maintenance associated with Service Management.

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 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 escalation point for major incidents while ensuring robust reporting, compliance and informed decision-making.

Person specification

• Strategic Leadership, Stakeholder Relationship Management
• User Focus
• Business Analysis
• Ownership & Initiative
• Apply a strategic view

Behaviours

We'll assess you against these behaviours during the selection process:

• Working Together
• Managing a Quality Service
• Leadership
• Communicating and Influencing
• Changing and Improving

A market leading pension scheme - our employer contribution rate is around 28%

A choice of working patterns: full-time, part-time, job-share.

Maternity, adoption or shared parental leave of 26 weeks full pay (subject to qualifying criteria)