Senior Manager, Global Enterprise IT Service Management (ITSM) & Governance - Global FMCG / CPG Company
Posted Today by Cromwell Banks
£81 Per hour
Inside
Hybrid
London Area, United Kingdom
Summary: The Senior Manager, Global IT Service Management & Governance role involves leading IT Service Management functions within a multinational Food & Beverage company. The position requires extensive experience in managing ITSM processes and outsourced service providers, with a focus on driving service improvement and governance. This is a contract role based in London, requiring a minimum of one day per week in the office. The role is classified as inside IR35.
Key Responsibilities:
- Lead, define and evolve the global ITSM strategy, ensuring consistent and value-driven service delivery.
- Own the enterprise ITSM platform; drive continuous improvement and manage major incident management.
- Primary relationship owner for outsourced partners, overseeing SLAs and KPIs.
- Act as the senior escalation point for ITSM-related risks, issues, and compliance gaps.
- Lead the ITSM platform roadmap, aligning automation and integrations with operational needs.
- Establish and maintain the ITSM service taxonomy and service catalogue.
- Engage stakeholders across business functions to ensure IT services meet business needs.
Key Skills:
- Extensive experience leading IT Service Management functions in a global environment.
- Hands-on experience running ITSM/Governance functions in enterprise environments.
- Proven success managing outsourced service providers and driving service improvement.
- Strong commercial acumen, including contract negotiation and SLA definition.
- Experience owning and embedding ITSM processes across teams and providers.
- Experience leading service governance forums and managing executive-level service reporting.
- Deep knowledge of ITIL v3/v4 principles and practical experience embedding them.
- Experience designing and delivering actionable service reporting and performance dashboards.
- Familiarity with risk and compliance frameworks related to IT operations.
Salary (Rate): £81.00/hr
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
Senior Manager, Global IT Service Management & Governance (London, Inside IR35) Our client, a leading multinational Food & Beverage company is looking for a Senior Manager - Service Management & Governance for an initial 6 month contract (likely to extend) in London (minimum 1 day per week in office).
Skills & Experience: Extensive experience leading IT Service Management functions in a global environment . MUST HAVE - Hands on experience running of ITSM / Governance functions in enterprise environments in a global end user (not consultancy) organisation. Proven success managing outsourced service providers and driving measurable service improvement. Strong commercial acumen, including experience in contract negotiation and SLA definition. Proven experience owning and embedding ITSM processes (eg, Incident, Change, Request, Problem) across teams and providers. Experience leading service governance forums and managing executive-level service reporting. Deep knowledge of ITIL v3/v4 principles and practical experience embedding them in operational contexts. Experience designing and delivering actionable service reporting and performance dashboards. Experience supporting major incidents, escalations, and transition activities. Familiarity with risk and compliance frameworks as they relate to IT operations.
Accountabilities Lead, define and evolve the global ITSM strategy, including design and improvement of core ITSM processes, ensuring consistent, scalable, and value-driven service delivery Own the enterprise ITSM platform; drive continuous improvement, lead the service management function responsible for transition, performance, compliance, and major incident management. Primary relationship owner for Outsourced Partners including performance and alignment, chairing governance forums, overseeing SLAs, KPIs. Act as the senior escalation point for ITSM-related risks, issues, and compliance gaps. Lead the ITSM platform roadmap, aligning automation, self-service, and integrations with operational needs. Establish and maintain the ITSM service taxonomy and service catalogue to support clarity and accountability in service ownership. Engage stakeholders across business functions including Corporate, Commercial, and Global Operations/Supply Chain to ensure IT services meet business needs and enable effective service delivery and represent service governance in global IT initiatives, transformation programmes, and risk forums. IMPORTANT: This role is INSIDE IR35