Service Operations Manager

Job summary

Are you ready to be part of something that shapes the future of our nation? Do you thrive on variety, enjoy working with lots of teams, and want to make a real difference? If so, this could be the opportunity you've been looking for.

The Office for National Statistics (ONS) is the UK's largest producer of official statistics and home to over 5,000 colleagues. We create the data that drives decisions, from measuring economic growth and tracking population changes to informing policy on everything from housing to healthcare. Our statistics don't just sit in reports; they directly influence how billions of pounds are allocated, how services are planned, and how communities are supported across the country.

Census 2031 represents our most ambitious data collection project yet – a once-in-a-decade opportunity to capture a complete picture of everyone living in England and Wales. Building on the digital success of 2021, we're pioneering new ways to reach every household and community, ensuring no one is left uncounted. This vital work will provide the foundation for policy decisions, resource allocation, and community planning for the next decade.

Your work will support delivery of this transformational project that will shape how we understand and support our nation's future. You’ll be part of a team that ensures everyone is counted—and every voice is heard. We're building a culture that values collaboration, fresh thinking, and respect for diverse expertise. Whether you're a seasoned professional or bringing new perspectives, you'll be part of a team that welcomes bold ideas, works transparently, and thrives on solving complex challenges together.

This role sits within Census Service Delivery & Operations division and plays a key part in shaping the delivery and performance of Census services.

Job description

You will support the delivery and operation of one or more Census services by contributing to service design, operational readiness, daily service performance, and continuous improvement activities. Working under the direction of an SEO Service Operations Manager, you will help ensure your service runs effectively, meets operational standards, and aligns with Census 2031 strategy.

You’ll work collaboratively with colleagues across Census Service Delivery & Operations, design teams, suppliers and delivery partners to help implement and run Census services throughout the Census lifecycle. You will support operational processes, analyse service data, resolve day‑to‑day issues, and prepare high‑quality reporting and documentation.

Please note, while successful candidates will be aligned to a specific role, our intention is to rotate role holders through the different roles over the lifecycle of the programme. This will provide individuals with career development opportunities, a broader understanding of all areas of the census operations and enable the programme to flex resources to meet key demands.

Field Operations - Household - The Households service manages field operations to support census completion for all residential households. It allocates and oversees field visits, provides guidance to respondents, performs address and frame checks, and ensures data is collected safely and accurately to maximise response rates across England and Wales.

Field Operations - Special Population Groups - The SPGs service delivers tailored enumeration for groups that fall outside traditional households, such as rough
sleepers, travelling communities, houseboats and other hard to reach populations. It ensures appropriate engagement, adapted collection methods and inclusive
operational approaches so every community is counted accurately.

Field Support - The Support service provides remote help and issue resolution forfield staff, handling queries across technology, HR, pay, health and safety, guidance and equipment. It ensures staff receive timely assistance, escalates issues when needed, and maintains the resources field workers rely on to operate successfully.

Field Logistics - The logistics service manages all materials required by field staff. It oversees stock, quality checks, picking, packing, delivery, returns and recycling, ensuring every field worker receives the right equipment at the right time to support smooth census operations.

Field Technology - The Technology Service manages all devices, software and data used by field staff, ensuring equipment is built, configured, supported and kept
secure throughout the census. It maintains field work management tools, oversees data exchange with other services, and provides reliable technology that underpins smooth operational delivery.

Key Responsibilities:

• Support the design and implementation of services by documenting requirements, maintaining process documentation, and assisting with testing activities.
• Act as the first point of contact for operational queries, providing timely support and escalating issues where appropriate.
• Monitor service performance and operational activity, identifying risks, issues, and areas requiring attention.
• Coordinate activities across internal teams, suppliers, and delivery partners to ensure work is delivered to agreed timelines.
• Maintain accurate records, trackers, and logs for incidents, risks, requests, actions, decisions, and changes.
• Produce and validate management information and performance reports, highlighting trends, anomalies, and areas of concern.
• Support governance, assurance, audit, and compliance activities by preparing documentation and maintaining effective controls.
• Develop and maintain operational guidance, standard operating procedures, and user-facing documentation.
• Contribute to continuous improvement by identifying opportunities to enhance processes, reporting, tools, and service delivery.
• Support service evaluations, lessons learned activities, and decommissioning processes, while managing defined workstreams and making day-to-day operational decisions within agreed parameters.

Person specification

Essential Criteria:

• Experience working in an operational or service delivery environment.
• Ability to use data, MI and insight to monitor performance and support decision‑making.
• Strong organisational skills, with the ability to manage multiple tasks and deadlines.
• Effective communication and stakeholder engagement skills.
• Ability to identify issues, analyse problems and escalate appropriately.
• Experience producing documentation such as reports, guidance or process notes.

Behaviours

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

• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

Benefits

Alongside your salary of £34,587, Office for National Statistics contributes £10,019 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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 valued colleagues across the organisation.

Whether you are hearing about us for the first time or already know a bit about our organisation, we hope that our