IT Service Manager - ONS - SEO

We are looking for an experienced IT Service Manager to join our Manchester team.

Due to the nature of this role, on-site attendance at our Manchester office location is required 5 days per week.

You will be responsible for the management, governance and service delivery of the Corporate Technical support Service.

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

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 priorities 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.

Job description

As an IT Service Manager, you will:

• Manage a multi-skilled team of infrastructure engineers supporting IT delivery.
• Provide excellent customer service to both our internal and external customers.
• Be responsible for managing business relations within the organisation to enable IT delivery.
• Lead and direct teams to ensure service level agreements (SLAs) and operational level agreements (OLAs) are in place with both Internal and external teams.
• Liaise with wider IT service functions to ensure services are maintained.
• Manage the day-to-day delivery of the services, prioritising as appropriate.
• Plan and may schedule the testing and deployment of releases.
• Deliver new functionality required by the business while protecting the integrity of existing services, identify risks and impact to the estate, escalating where appropriate.
• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.

Person specification

Essential Skills Criteria

• Influence stakeholders and manage relationships effectively. Build long-term strategic relationships to facilitates and deliver business outcomes.
• Take accountability of issues that occur and are proactive in searching for potential solutions.
• Achieve excellent user outcomes.
• See the bigger picture by taking groups of services, investigating how to get the best of underlying services.
• Lead investigative work into problems and opportunities in existing processes,driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions.
• Are able to work under pressure and prioritise effectively, regularly assess business need and switching priorities to deliver quality outputs in a fast-paced environment.

Behaviours

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

• Changing and Improving
• Working Together
• Communicating and Influencing
• Seeing the Big Picture

Benefits

Alongside your salary of £41,364, Office for National Statistics contributes £11,983 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The Office for National Statistics is part of the Civil Service, and as such we share a number of key benefits with other departments, whilst also having our own unique offerings to support our 5400 valued colleagues across the business.Whether you are hearing about us for the first time or already know a bit about our organisation, we hope that the benefits pack attached (bottom of page) will give you a great insight into the benefits and facilities available to our colleagues and our fantastic working culture.

This role is part of the cross-government Government Digital and Data (formerly DDaT) profession framework. As a role within Government Digital and Data (formerly DDaT) at the ONS, we also offer benefits such as:

• Protected Learning Time to spend on your personal development and side-projects. 
• A supportive and active Community of Practice which you will be expected to contribute to, helping ensure you and your colleagues get the training, development and opportunities you need to progress your careers.

ONS are committed to flexible ways of working that support a healthy work-life balance. ONS has already considered how this job could be right sized for applicants working flexibly and we are happy to explore options with you about working part time, in a job share or flexibly, in line with our hybrid working policies.

Inclusion & Accessibility

At ONS we are always looking to attract the very best people from the widest possible talent pool, and we are proud to be an inclusive, equal opportunities employer.

As part of our application process, you will be prompted to provide details of any reasonable adjustments to our recruitment process that you need. If you would like to discuss any reasonable adjustments before applying, please contact the recruitment team in the first instance.

If you would like an accessible version of any of the attachments or recruitment documents below or linked to in this advert, please contact the recruitment team who will be happy to assist.