We are seeking an experienced ITSM Manager to lead the organisation's IT Service Management function and oversee the ServiceNow platform as a strategic enterprise capability. This role is responsible for driving ITSM process maturity across incident, problem, change, request, knowledge, CMDB and service operations, while ensuring the ServiceNow platform is stable, well-governed and aligned with business needs. The role also leads audit, governance, risk and control activities within Technology & Operations, ensuring processes, documentation and evidence are maintained in an audit-ready state to support internal and regulatory requirements. As a people manager, the ITSM Manager will lead and develop a team, promote service excellence, and foster a strong culture of accountability, control and continuous improvement.
Key Responsibilities:
- Lead the end-to-end IT Service Management function, including the design, implementation and continuous improvement of ITSM processes, standards and operating procedures.
- Oversee the ServiceNow platform, including platform governance, roadmap planning, demand prioritisation, release oversight, configuration standards, data quality and user adoption.
- Drive process standardisation and operational discipline by embedding strong governance, risk and control practices across service management workflows.
- Manage audit, governance and control matters within Technology & Operations, including audit coordination, regulatory reviews, evidence management, issue tracking and remediation reporting.
- Maintain audit readiness by ensuring process documentation, control records, procedures and supporting evidence are accurate, current and readily available.
- Partner closely with risk, compliance, audit and business stakeholders to identify control gaps, implement remediation actions and strengthen governance practices.
- Lead ServiceNow enhancements and platform improvements in partnership with business and technology teams, ensuring solutions are fit for purpose and aligned with enterprise priorities.
- Monitor and report on service performance through KPIs, SLAs, trend analysis and management dashboards to support service improvement and decision-making.
- Lead key service management and governance initiatives to enhance process maturity, platform effectiveness and service quality.
- Manage and develop a team by setting clear objectives, coaching employees, building capability and fostering a high-performing and collaborative culture.
- Manage vendors and delivery partners, where applicable, to ensure service quality, performance and contractual compliance.
Qualifications and Experience:
- Degree in Information Technology, Computer Science, Engineering, Business IT or a related discipline.
- At least 8 to 12 years of relevant experience in IT Service Management, ServiceNow platform management, technology operations, governance, risk, controls or audit-related roles.
- Proven experience managing ITSM processes within a large enterprise environment, preferably in a regulated industry.
- Strong working knowledge of ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge and CMDB.
- Experience in audit, regulatory review, control testing, remediation tracking and governance reporting.
- Demonstrated people management experience, with a track record of leading and developing high-performing teams.
- Good understanding of ITIL practices, governance frameworks and technology control disciplines.
- Strong communication, stakeholder management and presentation skills, with the ability to engage effectively across technical and non-technical audiences.
Preferred Skills / Certifications:
- ITIL certification and/or relevant ServiceNow certifications.
- Experience in financial services, insurance, banking or other highly regulated environments.
- Familiarity with technology risk, operational resilience, compliance frameworks and control self-assessment practices.
