onsite
Senior IT Service Manager - Office for National Statistics
Software Engineer
Lead enterprise‑wide IT service operations, driving continuous improvement and aligning technology with business needs using ITIL, ServiceNow, Agile, and cloud platforms.
About the role
Key Responsibilities
- Oversee end‑to‑end IT service delivery, ensuring high availability and performance across the organization.
- Implement and maintain ITIL processes, including incident, problem, change, and release management, using ServiceNow as the central platform.
- Lead cross‑functional teams in Agile environments to deliver rapid, reliable service improvements and new capabilities.
- Drive cloud strategy and migration initiatives on AWS/GCP, optimizing cost, security, and scalability.
- Collaborate with stakeholders to define service level agreements, monitor metrics, and report on service performance.
- Mentor and develop junior service managers and support staff, fostering a culture of continuous learning and excellence.
Requirements
- Senior Executive Officer level experience in IT service management within a large, complex organization.
- Proven expertise in ITIL v4, ServiceNow, Agile frameworks, and cloud platforms (AWS or GCP).
- Strong analytical, communication, and stakeholder‑management skills.
- Experience leading change and release management processes in a regulated environment.
- Ability to work flexibly across multiple locations and time zones.
Skills
itilservicenowagile