ITSM Service Continuity Manager
Core
Leading the Continual Service Improvement (CSI) function to drive service quality, operational performance, and service management maturity within a Defence enterprise environment.
Role type
Senior ITSM Service Continuity Manager
Builds
Service improvement frameworks, governance processes, and operational resilience capabilities for Defence and national security customers.
Domain
Defence, National Security, IT Service Management (ITSM)
Deliverable
dashboards & analysis
Required skills
ITIL service management practices, Continual Service Improvement (CSI) program leadership, stakeholder relationship building, workshop facilitation, governance and assurance, process optimisation, change management
Preferred skills
Experience in Defence or Federal Government environments, knowledge of operational resilience practices
Technologies
ITIL 4, Lean Six Sigma, PRINCE2, Agile, Scrum
Responsibilities
Lead and govern the CSI framework including policies, processes, and the improvement roadmap; Drive service management maturity across Incident, Problem, Change, Release, Configuration, Availability, Capacity, Knowledge, and Service Continuity practices; Oversee governance, assurance, and reporting activities; Partner with customers and stakeholders to identify improvement opportunities and realise business benefits; Provide leadership and direction to CSI and Service Owner teams.
Seniority
Senior, hands-on IC with strategic oversight