ITSO Service Management

Role overview

This position is centered on end-to-end stewardship of a business-critical engineering or technology service. The person in the role will be responsible for keeping the service dependable, recoverable, controlled, and continuously improving, while coordinating closely with engineering, operations, security, architecture, vendors, and business teams.

Core accountabilities

The role carries full ownership across the service lifecycle, from strategy and design through transition, live operations, and retirement. It also includes defining the service model, setting governance routines, and ensuring decisions, risks, and issues are tracked and managed in a structured way.

• Serve as the primary owner for the assigned service or services across strategy, design, transition, run, and retirement stages.
• Build and maintain the service model, including scope, boundaries, dependencies, business criticality, and catalogue details.
• Run governance activities such as service reviews, KPI/KRI reporting, risk and issue tracking, and decision logging.

Reliability and resilience

A major part of the job is to improve and protect service stability, availability, and performance. The role also requires resilience planning so the service can continue operating effectively during disruption or major change.

• Own targets related to availability, latency, error rates, and capacity, and drive improvement against them.
• Put in place resilience practices such as disaster recovery, failover, and backup/restore readiness.
• Prepare the service for peak demand and significant releases through capacity planning, performance testing, and operational acceptance checks.

Incident, problem, and major event management

The position is expected to lead recovery efforts during serious incidents and to make sure recurring issues are systematically removed.

• Coordinate major incidents, ensuring fast restoration, clear communication, and effective stakeholder handling.
• Lead problem management activities, including root cause analysis and corrective or preventive actions.
• Ensure post-incident reviews are completed and that action items are followed through to closure.

Change, release, and operational readiness

Changes and releases must be introduced in a way that protects supportability and operational stability. The role also involves strengthening “build-to-run” practices with engineering teams.

• Confirm that releases and changes meet operational readiness criteria such as monitoring, runbooks, support arrangements, rollback plans, and service-level objectives.
• Work with engineering teams to reduce operational burden and embed build-to-run ways of working.
• Keep service support documentation current, including procedures, known errors, and architecture or service maps.

Risk, controls, and compliance

This role is also accountable for maintaining a strong risk posture and ensuring the service aligns with internal and external requirements.

• Identify, assess, mitigate, and report service-level risks and control weaknesses.
• Ensure compliance with relevant security, data, audit, regulatory, and operational risk standards and policies.
• Support audits and control testing by providing evidence and remediation plans.

Observability and service performance

The role must define how the service is observed, measured, and improved over time through dashboards, alerts, and performance metrics.

• Set standards for monitoring, alerting, and dashboards.
• Track service KPIs and KRIs such as availability, MTTR, change failure rate, incident volume, and capacity headroom.
• Promote automation and self-healing approaches wherever practical.

Stakeholder and vendor management

Strong coordination across internal teams and external suppliers is essential, along with the ability to communicate technical matters in business language.

• Manage relationships with stakeholders across product, operations, security, architecture, and executive technology teams.
• Oversee supplier performance against SLAs and OLAs, including service credits and roadmap alignment.
• Report service health, risks, and future plans in terms that business stakeholders can easily understand.

Continuous improvement and roadmap

The role should maintain a forward-looking improvement plan that aligns with business outcomes and technology strategy.

• Own a service improvement plan that supports technology strategy and business goals.
• Spot technical debt and work with engineering leaders to prioritize remediation.
• Support standardization and reuse across services through patterns, tooling, and run practices.

Required experience and capabilities

The ideal candidate should bring substantial service ownership or IT service management experience in enterprise environments, along with the confidence to challenge designs and operating approaches across infrastructure, middleware, cloud, networks, or application platforms.

• Strong background in service ownership or IT service management for enterprise services, preferably in regulated settings.
• Working knowledge of infrastructure, middleware, cloud, network, or application platforms, with the ability to review and question designs and operational choices.
• Proven leadership in incident, problem, and change management, with measurable impact on reliability.
• Experience with monitoring, logging, tracing, and SLO/SLA management tools and practices.
• Strong risk and controls orientation, with comfort working alongside audit, security, and operational risk teams.
• Excellent stakeholder management and communication skills, including the ability to convert technical issues into business impact.

Desirable experience

• ITIL certification at Foundation level or above, experience with SRE methods, cloud certifications such as AWS, Azure, or GCP, or security fundamentals.
• Exposure to DevOps toolchains, CI/CD, infrastructure as code, automation, and platform engineering.
• Experience managing third-party suppliers and complex service ecosystems.

Working style and behaviours

• Disciplined delivery approach with strong planning, governance, and execution under pressure.
• Clear written and verbal communication skills, including confidence presenting to senior leadership forums.
• Practical, results-oriented thinking with the ability to balance risk, cost, and timelines.
• Collaborative leadership across varied teams and cultures.

Examples of expected outputs

• Service definition documents covering scope, dependencies, RACI, catalogue entry, and support model.
• SLO, SLA, and KPI reporting packs, along with monthly service health reports.
• Operational acceptance checklists, runbooks, and disaster recovery test evidence.
• Risk register entries, remediation plans, and audit evidence packs.
• A prioritized service improvement roadmap.

Eligibility

Any graduate can apply.

Additional notes

No stipend or salary amount was provided in the source information.

No vacancy count, start date, application deadline, or duration details were specified.