Job Benefits: excellent benefits
You’ll play a key role in defining what “good” looks like, embedding consistent practices, and driving measurable improvements across a federated organisation.
Location: UK Based (Mainly Remote)
Engagement Type: 18 Month FTC
Salary: £80-85k per annum, pro rata
This is a hands-on role where you’ll be expected to translate strategy into delivery, including working directly with ITSM tooling and Agile delivery teams.
What You’ll Be Doing
1. Embedding continual service improvement initiatives within ITSM practices aligned to modern frameworks (e.g. ITIL 4)
2. Driving improvements in service performance (MTTR, FCR, incident reduction)
3. Working within Agile delivery environments, translating strategy into delivered outcomes
4. Building and lead communities of practice across multiple business units
5. Influencing stakeholders across a federated organisation, aligning teams without direct authority
6. Establishing and evolving supplier governance frameworks across a complex supplier landscape
7. Owning supplier performance, ensuring delivery against SLAs, KPIs, and contractual obligations
8. Leading commercial discussions and negotiations, driving value and accountability
9. Establishing governance forums, reporting, and visibility across suppliers and services
What We’re Looking For
10. Strong experience in supplier/vendor governance, including commercial negotiation
11. Proven track record improving ITSM maturity within complex environments
12. Experience working across federated or multi-entity organisations
13. Ability to balance strategy with hands-on delivery
14. Experience configuring or working within ITSM tools (Jira, ServiceNow, etc)
15. Strong stakeholder management skills, with the ability to influence without authority
16. Experience operating within transformation or change programmes
17. Familiarity with Agile delivery environments
We’re looking for a seasoned ITSM professional who has operated in transformation environments and can hit the ground running – someone who has done this before and is comfortable driving change from day one!