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Company: Royal London Group
Contract Type: Permanent
Working style: Hybrid 50% home/office based
Closing Date: 3rd July 2025
The main purpose of the role is to support the Head of IT Service Management in defining, executing, and delivering the IT Service strategy in Royal London Group, as well as manage ITIL processes.
About the role
* Own and drive the strategy for Service and adjust the strategy based on evolving and broader Business and IT goals and needs. Communicate IT Service strategy to relevant stakeholders and provide regular progress updates.
* Own multiple ITIL processes (for example Change Enablement, Incident, Problem, Request, Configuration Management), drive continuous improvement of these, and obtain/retain buy-in to the processes.
* Monitor and report on service performance, using data to inform decisions and improvements.
* Build excellent working relationships with internal and external teams to the function. Collaborate with cross-functional teams including incident management, service desk, and infrastructure to optimise service delivery.
* Prepare business cases as required to receive funding for proposed transformation activities and present to senior committees.
* Sponsor and drive the adoption of Service Now across the Group, and act as a Product Owner in prioritising deliverables, promoting the tool’s capabilities and the benefits these will drive.
* Manage a team of typically 8 people who operate ITIL processes or deliver other aspects of the Service function’s needs (e.g. Service reporting).
* Lead service governance initiatives, ensuring compliance, performance, and value delivery.
About you
* Proven experience in IT Service Management, ideally in a strategic or leadership capacity.
* Excellent stakeholder engagement and communication skills.
* Analytical mindset with the ability to interpret data and drive insights.
* Practical application of ITIL principles and service governance in a business environment.
* Experienced in using Service Now or a similar IT Service Management tool.
* Technical knowledge to enable collaboration with technical functions and strategic development.
* Ability to bridge business goals and technical requirements for diverse audiences.
* Knowledge of Power BI or similar data visualisation tools.
* Excellent understanding of the operation of financial businesses.
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits
Inclusion, diversity and belonging
We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
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