Robert Walters
IT Service Delivery Operational Governance Manager
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IT Service Delivery Operational Governance Manager
A leading international financial services organisation is looking for an IT Service Delivery Operational Governance Manager to join its EMEA Technology function. The role will support the IT Service Delivery Governance Lead and be responsible for the operational delivery, governance, and continual improvement of IT Service Management across the organisation.
Key Responsibilities
- Manage day-to-day IT Service Delivery Governance activities.
- Provide governance oversight across ITSM practices and associated controls.
- Support governance of services underpinning Important Business Services (IBS) and Critical Important Functions (CIF).
- Coordinate audit, regulatory, compliance, and remediation activities.
- Produce KPI, KRI, control effectiveness, and maturity reporting for senior stakeholders and governance forums.
- Drive standardisation, compliance, and continual improvement of service management processes, policies, and controls.
- Conduct governance reviews, assurance activities, and maturity assessments.
- Promote service resilience, recoverability, auditability, and stability.
- Provide constructive challenge and drive accountability across Technology teams.
- Support governance transformation and service management maturity initiatives.
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Governance Scope
The role will provide oversight across a broad range of ITIL/ITSM practices, including:
- Incident & Major Incident Management
- Problem Management
- Change & Release Management
- Service Request Management
- Service Catalogue Management
- Service Level Management
- Availability Management
- Capacity & Performance Management
- Monitoring & Event Management
- IT Service Continuity Management
- Information Security Management
- Service Configuration Management
- IT Asset Management
- Knowledge Management
- Supplier Management
- Business Relationship Management
- Continual Improvement
Experience Required
- Strong experience within IT Service Management, ITSM governance, operational resilience, or technology controls.
- Experience working within a complex, regulated enterprise environment, ideally financial services.
- Strong understanding of ITIL practices and service management governance.
- Knowledge of relevant financial services regulatory and control frameworks, including DORA, FCA/PRA Operational Resilience, ECB ICT expectations, and SOX.
- Experience supporting audits, regulatory remediation, and governance improvement programmes.
- Understanding of Important Business Services, Critical Important Functions, service continuity, and operational resilience.
- Strong analytical, reporting, stakeholder management, and influencing skills.
- Ability to challenge effectively and drive accountability across Technology teams.
- Experience working with regional, global, third-party, and intra-group technology providers.
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Desirable Qualifications
- ITIL v4
- COBIT
- CISA, CRISC, CGEIT, or similar governance/risk qualification
- Lean Six Sigma
- PRINCE2
- MBCI or CBCI
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