VP, ITSM Delivery Lead, Future Ready Technology, Group Technology

To lead the end-to-end delivery and technical transformation of our enterprise IT Service Management platform. The role will bring together delivery, technology, process and engineering, working across ITSM process owners, application teams, infrastructure, risk, operations and vendors to deliver scalable, resilient and increasingly automated ITSM capabilities.

Key Responsibilities

• Lead end-to-end delivery of ITSM capabilities from requirements, solution design and development through testing, implementation and production readiness.
• Provide technical leadership across Incident, Problem, Change, Service Request, Knowledge, CMDB and Configuration Management capabilities.
• Define and drive the ITSM technology roadmap, ensuring solutions are scalable, maintainable, resilient and aligned with enterprise architecture standards.
• Drive simplification, automation and AI adoption, reducing manual activities and improving service-management productivity and user experience.
• Oversee ITSM integrations with CI/CD, observability, asset management, knowledge platforms and other enterprise systems.
• Ensure strong engineering and release discipline, including code quality, security, testing, CI/CD controls, change management and production readiness.
• Manage delivery scope, milestones, risks, dependencies and cross-team coordination, proactively resolving issues that could impact implementation.
• Partner with Technology Risk, Cybersecurity and governance teams to ensure appropriate controls, traceability and regulatory requirements are embedded into solutions.
• Provide leadership to engineers and delivery teams, establishing technical standards and engineering best practices while developing internal capabilities.
• Manage technology vendors and implementation partners, ensuring quality delivery, effective knowledge transfer and reduced long-term dependency.
• Use operational and delivery metrics to drive continuous improvement in reliability, automation, service quality and delivery effectiveness.

What We're Looking For

• Strong experience in enterprise ITSM platforms, such as ServiceNow, BMC Helix or equivalent.
• Good understanding of ITIL practices, particularly Incident, Problem, Change, Request, Knowledge and Configuration Management.
• Proven experience leading large-scale technology delivery or ITSM transformation.
• Strong technical understanding of APIs, integrations, CI/CD, DevOps, cloud, automation, observability and enterprise architecture.
• Experience working in complex, highly regulated enterprise environments.
• Strong stakeholder management skills with the ability to work across business, technology, operations, risk and vendors.
• Ability to translate strategic objectives into practical technology solutions and measurable outcomes.
• Experience with AI/GenAI, intelligent automation or agentic workflows would be an advantage.
• ITIL, Agile, PMP, ServiceNow or equivalent certifications would be advantageous.

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