Information Technology Service Management Manager

Job Title: ITSM – IT Resilience Manager

Location: London, UK (Remote Work)

Job Description:

The role needs practical experience in IT service continuity, disaster recovery and resilience. The candidate will work with technical and business teams to make sure critical services have clear recovery requirements, plans and testing in place.

Required Skills:

• Substantial experience in IT Service Continuity, Disaster Recovery or technology resilience, including recovery planning, RTOs, RPOs, service criticality and dependency mapping.
• Strong understanding of ITIL-aligned service management and its integration with business continuity, cyber recovery and operational resilience.
• Experience shaping resilience strategy and improvement priorities, translating business needs, emerging risks and industry developments into practical requirements and controls.
• Proven ability to lead cross-functional recovery exercises and assess cyber and third-party recovery capabilities across internal teams and suppliers.
• Strong stakeholder management and influencing skills, with experience providing senior leadership and governance forums with clear assurance on recovery readiness, risks and improvement needs.
• Ability to drive remediation and continual improvement, maintain clear risk and assurance evidence, and build resilience capability through coaching and knowledge transfer.

Preferred:

• ITIL 4 Foundation or higher certification.
• Business continuity, disaster recovery or resilience certification, such as CBCP, MBCI, ISO 22301, ISO 27301, NIST, DRII or equivalent.
• Experience in a regulated, professional services or large matrix organisation.
• Experience using ServiceNow, CMDB, GRC, backup, recovery or monitoring tools.
• Understanding of cloud, SaaS and hybrid-environment recovery considerations.
• Knowledge of cyber resilience, major incident management, supplier resilience or technology controls.