IT Service Manager
Take ownership of a security-as-a-service transition, moving a major programme from build to steady-state operations with clear governance. You will define operating models, embed ITSM processes, and coordinate vendors so security services remain compliant, measurable, and reliable.
CONTEXT
Our client, a major player in its sector, is implementing a Security-as-a-Service capability that must move from construction into operation without losing control. The programme touches governance, service design, vendor management, compliance, risk, and the day-to-day rhythms of IT service management. The client needs an experienced IT Service Manager to be the primary governance contact, turning a complex managed-services landscape into a clear operating model. You will work across internal teams and external providers, define roles and responsibilities, and ensure that security services are not only delivered but governed, measured, and improved. This is a story of transition: from project energy to operational discipline, from ambiguity to a documented service model, and from vendor promises to accountable service delivery.
ACTIVITIES
- Lead service governance for the Security-as-a-Service implementation and its transition to operations.
- Define the target operating model, RACI structures, service roles, and governance forums.
- Integrate ITSM processes into ServiceNow and ensure incident, request, change, and problem flows are fit for purpose.
- Coordinate managed services providers and act as the client's primary contact for service governance.
- Monitor compliance, risk, performance indicators, and contractual obligations across the service ecosystem.
- Drive continuous improvement and ensure operational readiness from construction to steady state.
EXPECTED ACHIEVEMENTS
- Establish a clear and documented operating model for Security-as-a-Service governance.
- Successfully transition the programme from build to stable operational delivery.
- Embed measurable ITSM processes and service reporting into ServiceNow.
- Improve vendor accountability and alignment with compliance and risk requirements.
- Give stakeholders a single, trusted view of service performance, issues, and improvement actions.
ENVIRONMENT
Security-as-a-Service, managed services, ITIL and ITSM, ServiceNow, target operating models, RACI matrices, service governance, vendor management, risk and compliance frameworks, performance reporting, and continuous improvement practices.