Programme Lead – IT Service Improvement

Key Responsibilities:
**ITIL 4 Implementation **
·      Lead adoption of ITIL 4 practices across incident, change, problem, request, and knowledge management
·      Establish governance, KPIs, dashboards, and continual improvement frameworks
·      Align IT Services with business strategy and objectives
·      Drive a culture of self-service, collaboration, and continuous improvement
·      Assess ITIL maturity and deliver improvement roadmaps
** **
**ITSM Enhancement**
·      Embed a customer-centric approach across ITSM processes
·      Assess and optimise ITSM tools (e.g. ServiceNow, SharePoint)
·      Improve service desk operations, workflows, automation, and knowledge management
·      Enhance service catalogue, request fulfilment, and self-service capabilities
·      Strengthen reporting through improved dashboards and automation
·      Align ITSM tooling with enterprise architecture and digital strategy
 
**IT Disaster Recovery Planning**
·      Review and enhance ITDR plans in line with CII’s business continuity strategy
·      Define RTO/RPO through Business Impact Analysis
·      Develop & deliver a roadmap to improve ITDR maturity
·      Coordinate recovery architecture across cloud, infrastructure, and applications
·      Lead testing, simulations, and validation exercises
·      Establish governance, documentation, and continuous improvement processes
·      Standardise vendor procedures, including management of “shadow IT”
** **
**Cybersecurity Improvement Programme**
·      Assess cybersecurity maturity against frameworks (e.g. ISO 27001)
·      Lead a programme to strengthen security towards **Zero Trust** and **secure-by-design** principles
·      Align ITSM processes with security and risk frameworks
·      Deliver improvements across policies, controls, tooling, and monitoring
·      Define KPIs to track risk reduction and compliance
·      Ensure alignment with ITDR and business continuity
·      Enhance vulnerability, patching, and incident response processes
·      Promote organisation-wide security awareness
 
**Programme Leadership & Governance**
·      Develop and manage an integrated programme roadmap (scope, milestones, risks, dependencies, budget)
·      Establish governance structures, reporting, and decision-making frameworks
·      Provide updates to executive leadership and boards
·      Ensure alignment with strategy, risk appetite, and regulatory requirements
·      Maintain documentation for audit and compliance
·      Oversee change governance (CAB, TDA) and post-implementation reviews
·      Coordinate delivery across internal teams and third-party vendors
·      Operate using Agile/DSDM principles
 
**Stakeholder Management**
·      Develop and execute stakeholder engagement and communication plans
·      Build strong relationships with senior leaders and cross-functional teams
·      Translate technical concepts for non-technical audiences
·      Facilitate workshops, steering groups, and decision forums
·      Manage competing priorities and drive alignment
·      Lead change adoption through communication, training, and engagement

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