IT Service and Governance Manager

La Fosse; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

La Fosse is seeking an IT Service & Governance Manager to drive IT operations transformation across multiple European territories. This high-impact role suits an experienced professional who can raise ITSM maturity, implement governance, and influence teams across a complex, multi-site organisation.

You'll work with IT leadership to define best practices, strengthen controls, and deliver measurable service improvements.

Qualifications

• Strong ITIL-based governance experience across multiple countries.
• Proven ability to raise ITSM maturity and drive governance.
• Experience with Incident, Problem, Change and Major Incident Management.
• Experience working with outsourced providers and third-party vendors.
• Stakeholder management and influencing skills.
• Exposure to ITSM platforms like ServiceNow or FreshService.

Responsibilities

• Improve Incident, Major Incident, Problem and Change Management processes.
• Drive adoption of ITIL-aligned standards across multiple countries and teams.
• Own service governance, reporting, KPIs and continual improvement initiatives.
• Lead Major Incident reviews, root cause analysis and service improvement plans.
• Work closely with internal teams, suppliers and outsourced service providers.
• Support future ITSM tooling enhancements and migration initiatives.
• Improve service visibility through meaningful reporting and operational metrics.
• Drive operational resilience, service readiness and governance activities.

Skills

ITIL experience

Governance

ITSM

Incident management

Change management

Stakeholder management

International experience

Vendor management

Tools

ServiceNow

FreshService

Job description

A leading international company is looking for an IT Service & Governance Manager to help drive the next phase of its IT operations transformation across multiple European territories.

This is a high-impact role for an experienced IT Service & Governance Manager who enjoys improving ITSM maturity, introducing structure and governance, and influencing teams across a complex, multi-country environment.

Working closely with IT leadership, the IT Service & Governance Manager will define best practice, improve service performance, strengthen operational controls and help establish a more consistent approach to service management across the organisation.

This position would suite someone coming from any of the following industry sectors including, Media, Entertainment, Retail or Creative.

Key Responsibilities

• Improve Incident, Major Incident, Problem and Change Management processes.
• Drive adoption of ITIL-aligned standards across multiple countries and teams.
• Own service governance, reporting, KPIs and continual improvement initiatives.
• Lead Major Incident reviews, root cause analysis and service improvement plans.
• Work closely with internal teams, suppliers and outsourced service providers.
• Support future ITSM tooling enhancements and migration initiatives.
• Improve service visibility through meaningful reporting and operational metrics.
• Drive operational resilience, service readiness and governance activities.

What We're Looking For

• Strong IT Service Management and ITIL experience.
• Proven experience improving service maturity and operational governance.
• Background in Incident, Problem, Change and Major Incident Management.
• Experience working with outsourced service providers and third-party vendors.
• Strong stakeholder management and influencing skills.
• Exposure to ServiceNow, FreshService or similar ITSM platforms – ITSM Platform migration experience would be highly desirable.
• Experience operating within multi-site or international organisations.

Why Join?

• Opportunity to shape ITSM maturity across an international organisation.
• High visibility role with direct access to senior IT leadership.
• Broad remit covering governance, service improvement, tooling and supplier management.
• Excellent opportunity for someone who enjoys transformation, change and building best practice.