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 embeddedProfile

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)Desirable:

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 disruptionsSFIA capability alignment (selected):

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)Job Offer

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

If you meet the requirements and are keen to know more, get in touch today