What are the responsibilities and job description for the IT Service Manager - Manchester position at Office for National Statistics?
Location
This role is located at our Manchester office and requires on-site attendance 5 days a week due to the nature of the role. In addition, travel between sites will be required to support Corporate Technical support services.
Office base: Heron House, 47 Lloyd Street, Manchester, M2 5LE.
About The Job
Job summary
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:
Essential Skills Criteria
We'll assess you against these behaviours during the selection process:
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:
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.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.
Security Clearance
For ONS the requirement for SC clearance is to have been present in the UK for 3 consecutive years immediately prior to applying and the department will consider eligibility by exception on a case-by-case basis. You will be asked to provide information regarding your UK residency during your application, and failure to provide this will result in your application being rejected.
If you are unsure that you meet the eligibility above, please read the information available on Gov.uk on this link , or contact the recruitment email on the advert before applying to discuss, as failure to meet the residency requirements will result in your security clearance application being rejected and any offer of employment being withdrawn.
At the point of SC application, you will need to provide or give access to the following evidence:
All applicants will have access to AI resources, it is therefore important to remember these tools, although helpful in streamlining the writing process, cannot fully understand the organisational context, or requirements for the role you are applying for.
To maintain authenticity and credibility of the application process, should you choose to use generative AI tools, you need to ensure the information you provide in your supporting evidence accurately reflects your skills, knowledge, and experience.
ONS does not advocate relying solely on generative AI to write your application. Doing so may negatively impact your chances of success during the selection process.
If you are invited to interview, please be aware the use of AI tools is prohibited and any suspected use may result in the termination of your interview and subsequent withdrawal from the campaign.
Application Process
Number of Stages: 2 stage process
Stage 1: Application
Stage 2: Interview
The assessment process at the application stage will be based on your work history, skills, experience, CV, and personal statement. It is important that your application is tailored to highlight the skills, knowledge, and experience relevant to the role.
If a personal statement is required at application state, it will state the maximum word count allowed, which should not be exceeded. Where it is a requirement to make a personal statement you should provide evidence for each essential skill criterion listed in the person specification. As these criteria are scored, it is advisable to give clear examples for each one, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result).
Please note that Success Profiles Behaviour examples are not required at this stage of the application process.
In instances where a high number of applications are received, the sift pass mark may be adjusted, and candidates will be invited to interview based on merit order, i.e., those with the highest scores.
Stage 2 – Interview
If invited to interview, you will be assessed using techniques aligned with the Civil Service Success Profiles framework, covering all behaviours listed in the job advert and any required technical skills.
A presentation may be required at interview.
Interviews will be via Microsoft Teams.
A reserve list may be held for a period up to 12 months from which further appointments may be made.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) . See our vetting charter (opens in a new window) .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality Requirements
This job is broadly open to the following groups:
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact recruitment.complaints@ons.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission
This role is located at our Manchester office and requires on-site attendance 5 days a week due to the nature of the role. In addition, travel between sites will be required to support Corporate Technical support services.
Office base: Heron House, 47 Lloyd Street, Manchester, M2 5LE.
About The Job
Job summary
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.
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.
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Working Together
- Communicating and Influencing
- Seeing the Big Picture
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.
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.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.
Security Clearance
For ONS the requirement for SC clearance is to have been present in the UK for 3 consecutive years immediately prior to applying and the department will consider eligibility by exception on a case-by-case basis. You will be asked to provide information regarding your UK residency during your application, and failure to provide this will result in your application being rejected.
If you are unsure that you meet the eligibility above, please read the information available on Gov.uk on this link , or contact the recruitment email on the advert before applying to discuss, as failure to meet the residency requirements will result in your security clearance application being rejected and any offer of employment being withdrawn.
At the point of SC application, you will need to provide or give access to the following evidence:
- Departmental or company records (personnel files, staff reports, sick leave reports and security records)
- UK criminal records covering both spent and unspent criminal records
- Your credit and financial history with a credit reference agency
- Security Services records
All applicants will have access to AI resources, it is therefore important to remember these tools, although helpful in streamlining the writing process, cannot fully understand the organisational context, or requirements for the role you are applying for.
To maintain authenticity and credibility of the application process, should you choose to use generative AI tools, you need to ensure the information you provide in your supporting evidence accurately reflects your skills, knowledge, and experience.
ONS does not advocate relying solely on generative AI to write your application. Doing so may negatively impact your chances of success during the selection process.
If you are invited to interview, please be aware the use of AI tools is prohibited and any suspected use may result in the termination of your interview and subsequent withdrawal from the campaign.
Application Process
Number of Stages: 2 stage process
Stage 1: Application
Stage 2: Interview
The assessment process at the application stage will be based on your work history, skills, experience, CV, and personal statement. It is important that your application is tailored to highlight the skills, knowledge, and experience relevant to the role.
If a personal statement is required at application state, it will state the maximum word count allowed, which should not be exceeded. Where it is a requirement to make a personal statement you should provide evidence for each essential skill criterion listed in the person specification. As these criteria are scored, it is advisable to give clear examples for each one, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result).
Please note that Success Profiles Behaviour examples are not required at this stage of the application process.
In instances where a high number of applications are received, the sift pass mark may be adjusted, and candidates will be invited to interview based on merit order, i.e., those with the highest scores.
Stage 2 – Interview
If invited to interview, you will be assessed using techniques aligned with the Civil Service Success Profiles framework, covering all behaviours listed in the job advert and any required technical skills.
A presentation may be required at interview.
Interviews will be via Microsoft Teams.
A reserve list may be held for a period up to 12 months from which further appointments may be made.
- The Sift will be conducted from 03/03/2025
- Interviews will be conducted from 17/03/2025
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window) . See our vetting charter (opens in a new window) .
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality Requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : Government Digital and Data Recruitment team
- Email : Government-Digital-and-Data-Recruitment@ons.gov.uk
- Email : Government-Digital-and-Data-Recruitment@ons.gov.uk
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact recruitment.complaints@ons.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission
Salary : $41,364