IT Service Manager – Platform Enablement | Flexible Work

Office for National Statistics; Fareham; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Pension scheme

Flexible working

Job-share option

Maternity/adoption leave 26 weeks

Employee Assistance Programme

Diversity networks

Mental Health Allies

Civil Service Sports & Social club

Generous holiday 25 days, rising to 30

Job summary

Office for National Statistics is recruiting an IT Service Manager within the Corporate Platform Engineering branch. You will drive the Platform Enablement service, overseeing delivery of IT services across cloud and on-premises infrastructure, while ensuring reliability, security and customer-focused outcomes.

The role requires building strong relationships with stakeholders, defining service standards, and leading continual improvement through KPIs and incident reviews.

Responsibilities

• Develop and mature the Platform Enablement service, defining its service offer, standards, support boundaries and continual improvement priorities.
• Provide IT service management across public cloud, private cloud, data centre, connectivity and shared infrastructure services.
• Establish meaningful KPIs, service-level expectations and success criteria, using them to demonstrate the effectiveness and value of Platform Enablement.
• Monitor and report on service performance, bringing together service health, availability, change outcomes, operational risks, customer feedback and improvement activity.
• Build and maintain trusted relationships with customers and senior stakeholders across the wider organisation, acting as a point of contact for Platform Enablement.
• Champion the customer experience, ensuring that services are accessible, responsive and designed around clear customer needs and organisational outcomes.
• Embed the Corporate Platform Engineering shared responsibility model, ensuring that service ownership, support boundaries, accountabilities and escalation routes are understood and documented.
• Use incidents, problems, service and customer feedback data to identify recurring issues and prioritise improvements.
• Provide service advocacy and support during major incidents and significant service issues, coordinating customer communications, escalation and post-incident learning across the relevant service teams.

Job description

Office for National Statistics is recruiting an IT Service Manager within the Corporate Platform Engineering branch. You will drive the Platform Enablement service, overseeing delivery of IT services across cloud and on-premises infrastructure, while ensuring reliability, security and customer-focused outcomes.

The role requires building strong relationships with stakeholders, defining service standards, and leading continual improvement through KPIs and incident reviews.