Senior Manager, Global Service Management & Governance

Overview

Senior Manager, Global Service Management & Governance (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).

• 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.

• 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.