IT Service Manager - Governance & Resilience

(Expectation that you will attend an office 2 days per week)

Contract: 6 Months – Fixed Term Contract

Hours: Full time 37.5 hours per week/flexible days and/or hours (Mon-Fri)

THE ROLE

You will join the Governance & Resilience Team within IT Operations, working alongside colleagues in Service Delivery, Platforms & Infrastructure, and Information Security. In this role, you will apply your expertise in IT service management and governance to support the operation and continuous improvement of key processes across Change Enablement, Release Management, and wider ITIL 4 practices.

Reporting to the IT Service Management Senior Manager, you will lead defined work streams and day-to-day governance activities that strengthen control effectiveness, improve audit readiness, and enhance operational resilience. Working within an agile delivery model, you will take ownership of assigned outcomes and use data, metrics, and feedback to identify improvement opportunities and embed practical, effective controls into both delivery and operational activities.

You will operate and continuously improve service management and governance practices, ensuring they remain measurable, practical, and aligned with agile ways of working. You will coordinate Release Management governance, ensuring changes are delivered in a controlled manner with appropriate approvals and evidence. You will also support audit readiness by coordinating evidence, tracking actions, and contributing governance input across internal and external audit activity.

In addition, you will assess technology risk and control effectiveness, make pragmatic recommendations, and ensure mitigation actions are tracked through to completion. You will work closely with service owners, delivery teams, and technical specialists to embed governance standards into delivery practices and operational workflows.

You will produce governance reporting across KPIs, KRIs, and control effectiveness, providing insight and recommendations for improvement. You will also support resilience and continuity activities, including Business Impact Assessments and recovery planning, ensuring lessons learned are embedded into practice.

You will bring significant experience within enterprise service management and a practical understanding of ITIL-based practices, alongside the ability to engage effectively with stakeholders at all levels.

• 30 days annual leave plus bank holidays, opportunity to buy and sell up to 5 days holiday
• Cycle to work scheme, healthcare cash plan, Group Income Protection and life assurance
• Paid voluntary days, maternity, paternity, adoption, and shared parental leave
• Benefits designed to suit your lifestyle - from discounts on retail and dining, to health and wellbeing, travel, and technology...and plenty more