Senior Manager, Global IT Service Management (ITSM) & Governance
Posted 7 days ago by Cinq Partnership
£450 Per day
Inside
Hybrid
London, UK
Summary: The Senior Manager, Global Service Management & Governance role involves leading the IT Service Management (ITSM) strategy for a multinational Food & Beverage company. This position requires overseeing the enterprise ITSM platform, managing outsourced partners, and ensuring compliance and performance across IT services. The role is based in London and is classified as inside IR35 for an initial 6-month contract.
Key Responsibilities:
- 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.
Key Skills:
- Extensive experience leading IT Service Management functions in a global environment.
- 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.
Salary (Rate): £450/DAY
City: London
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
Detailed Description From Employer:
Senior Manager, Global Service Management & Governance (London, Inside IR35)
Our client, a leading multinational Food & Beverage company is looking for a Service Management & Governance Senior Manager for an initial 6 month contract (likely to extend) in London (minimum 1 day per week in office).
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.
Skills & Experience:
- Extensive experience leading IT Service Management functions in a global environment.
- 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.
IMPORTANT: This role is INSIDE IR35