Service Continuity Manager - ServiceNow - Inside IR35

Business Change Manager – IT Service Continuity (SCM) Location: London or Leeds Rate: £400 - £500 inside IR35 Overview You’ll lead the adoption of IT Service Continuity Management (SCM) practices across a complex technology estate. The focus is on driving behavioural change, improving resilience awareness, and ensuring continuity plans, recovery procedures, and supporting processes are fully understood, owned, and embedded by operational teams.Key Responsibilities Change & Adoption

• Shape and deliver the change approach for SCM process uplift and standardisation.
• Build adoption plans covering communications, training, stakeholder engagement, and behaviour reinforcement.
• Work with service owners, technical leads, and operations teams to embed continuity responsibilities into BAU.
• Support readiness assessments, transition plans, and operational handover for new or updated processes.

Continuity Management Support

• Ensure teams understand continuity plans, invocation procedures, disaster-recovery requirements, and resilience objectives.
• Help drive updates to continuity artefacts such as BIA outputs, recovery workflows, and SCM documentation.
• Coordinate feedback loops to identify adoption gaps, risks, and blockers.

Stakeholder Engagement

• Act as the primary engagement point for SCM change activities across IT Operations, Service Management, and Business Units.
• Run briefings, workshops, and training sessions tailored to different stakeholder groups.
• Build strong relationships across operational functions to ensure consistent compliance.

Communications & Training

• Develop targeted communications that clearly explain process changes, responsibilities, and expected behaviours.
• Produce learning materials, user guides, and quick-reference artefacts to support adoption.
• Monitor training completion and effectiveness, adjusting the approach where needed.

Measurement & Governance

• Track adoption metrics, readiness indicators, and process compliance across teams.
• Report progress, risks, and issues to programme leadership.
• Support continual improvement of SCM processes and associated governance.

Required Experience

• Strong background in IT Operations, Service Management, or Business Change roles.
• Proven experience driving adoption of ITIL-aligned processes (SCM/BCM highly desirable).
• Ability to deliver clear communications and training to technical and non-technical audiences.
• Skilled in managing change across matrixed, multi-disciplinary environments.
• Comfortable facilitating workshops, building engagement plans, and influencing stakeholders at all levels.
• Understanding of resilience, DR, continuity planning, and operational readiness.