Salary: £24,500 - 42,000 per year Requirements: Demonstrated ability to establish and embed ITSM processes and governance across multi-supplier environments Proven track record of driving service maturity and continuous improvement using insight, data, and structured methodologies Strong leadership capability, with experience influencing cultural change and embedding accountability across teams Skilled in managing internal stakeholders and third-party partners to consistent standards and performance expectations Excellent communication skills, with the ability to translate service performance into business-relevant insight Strong delivery focus with experience leading large-scale governance or improvement programmes ITIL v3/v4 certification, with Managing Professional or ITIL Expert preferred Responsibilities: Shape, embed, and govern a consistent Service Management Framework that ensures services are delivered efficiently and reliably Lead our continual service improvement approach, driving measurable improvements in service quality, performance, and operational excellence Work closely with internal teams and external partners to champion best-practice processes, strong governance, and accountability across the service landscape Oversee change and release governance, ITSM platform strategy, configuration management, and problem management maturity Influence service culture at scale and deliver predictable, high-quality outcomes for the business Manage service performance insight and communicate outcomes in a way that is relevant to the business Technologies: Support ITIL ITSM Office 365 More: We are a values-driven infrastructure organisation delivering essential services for life across water, energy, transport, and telecom. We offer a friendly, fun, and respectful environment where you are encouraged to grow and develop, with opportunities to work on meaningful projects that support over 11,000 people delivering critical infrastructure. We offer a comprehensive benefits package including pension, online GP service, employee assistance programme, retail discounts, life assurance, EV and hybrid vehicle options, private health care, discretionary bonus, and 25 days annual leave plus bank holidays. We are committed to being an employer of choice, supporting diversity and inclusion through our ENABLE networks, and investing in training and development for people at every stage of their career. last updated 22 week of 2026