IT Service Manager - Governance & Resilience
This 6 month FTC IT Service Manager position sits within the Governance & Resilience function and is responsible for embedding and improving IT service management practices aligned to ITIL 4. The role focuses on strengthening governance, driving operational resilience, and ensuring controlled, measurable delivery across change, release, and service management processes.
Client Details
Our client is a public sector financial institution that operates a large-scale, enterprise IT environment with a strong focus on governance, resilience, and continuous improvement. The IT Operations function includes Service Delivery, Platforms & Infrastructure, Information Security, and Governance & Resilience teams working collaboratively in an agile delivery model.
Description
As IT Service Manager, you will lead governance workstreams and day-to-day service management activities across Change Enablement, Release Management, and broader ITIL 4 practices.
Key responsibilities include:
- Operating and continuously improving governance and resilience (G&R) processes such as Change Enablement, Release Management, Service Validation & Testing, IT Risk & Controls, Service Catalogue & Configuration Management, and IT Service Continuity
- Coordinating release governance to ensure controlled deployments with appropriate approvals, evidence, and business readiness
- Supporting audit readiness through evidence coordination, remediation tracking, and governance SME input
- Conducting technology risk and control assessments and escalating key risks appropriately
- Embedding governance controls into agile delivery processes (e.g., definition of done, implementation standards, post-change assurance)
- Producing and enhancing governance reporting (KPIs, KRIs, risk trends, control effectiveness)
- Maintaining governance artefacts and documentation for Important Business Services (IBS)
- Assessing resilience impacts across change and service lifecycle activities
- Supporting and improving incident management and recovery processes, ensuring lessons learned are embedded
You will bring strong experience across IT service management and governance within an enterprise environment, alongside the ability to influence and drive improvement.
Essential experience & skills:
- Significant experience within an Enterprise Service Management function
- Strong track record of defining, delivering, and embedding IT service management practices
- Experience running senior governance forums (e.g., Change Advisory Boards)
- Solid knowledge of ITIL (ideally ITIL 4)
- Ability to engage stakeholders across all levels and drive collaborative outcomes
- Strong analytical and reporting skills
- Relevant certifications (e.g., ITIL 4, Project Management methodologies)
- Exposure to risk management, audit, and governance frameworks
- Experience in complex or fast-paced organisations
- Familiarity with tools such as JIRA or service management platforms
- Knowledge of resilience, BCM tooling, or incident recovery environments
- Experience supporting major incidents or operational disruptions
- Governance (Level 4)
- Technology Service Management (Level 4)
- Service Level Management (Level 4)
- Risk, Continuity, Configuration & Availability Management (Level 3)
- Stakeholder Relationship Management (Level 4)
- Opportunity to shape and enhance governance and resilience practices in a strategic IT function
- Exposure to senior stakeholders and enterprise-wide initiatives
- A collaborative, agile working environment that encourages ownership and innovation
- 6 month FTC with a well regarded public institution.
- Competitive salary and benefits package (£38,500 - £47,500)
- Hybrid Working - 2 days on site in Sheffield, 3 days WFH
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