IT Service Manager: Business Relations & Operations (Hybrid)

Standard Life plc; Greater London; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Employer pension contribution up to 12

Life assurance 12x salary

Volunteering days

Flexible working

Job summary

Standard Life plc is seeking an IT Business Service Manager to join our IT Service Operations team on a 12-month fixed term contract. You will oversee end-to-end IT services for key business areas, ensuring alignment with customer needs, governance and risk controls.

The role requires ITIL certification, strong stakeholder management, incident and change management experience, and ServiceNow familiarity. Hybrid working with offices across the UK and a robust benefits package is offered.

Qualifications

• IT Service Management experience in a complex organisation.
• Experience with business service management and translating priorities into IT service requirements.
• Strong stakeholder management with senior business and technology stakeholders.
• Major incident and operational management experience with clear business communications.
• Experience in service performance management including SLAs and trend analysis.
• Practical ITIL-aligned processes experience (Incident, Problem, Change, SLA, Availability, Continual Improvement).
• Experience of change governance and service transition showing operational impact assessment.
• Operational risk and governance experience across organisational and supplier boundaries.
• Knowledge of COBIT or similar control frameworks beneficial.
• Strong communication and influencing skills to drive actions in risk or performance contexts.
• ITIL certification is mandatory; ServiceNow experience desirable.

Responsibilities

• Act as principal IT service contact for assigned business areas, building strong stakeholder relationships and providing clear escalation routes for issues, risks and priorities.
• Develop understanding of business services and dependencies to keep IT services aligned to needs.
• Represent business priorities during major incidents and service disruptions, coordinating communications and service recovery.
• Monitor service availability, SLA performance, customer experience and trends to drive improvements.
• Identify and drive management of IT service risks and issues with clear ownership and mitigations.
• Represent operational requirements through governance forums, assess impact of changes and ensure readiness.
• Maintain service management information and controls within ServiceNow to support governance and decision-making.
• Support audits and assurance activities with objective evidence.
• Use performance data to identify improvement opportunities and drive measurable outcomes.

Skills

IT Service Management

Business Service Management

Stakeholder management

Major incident management

Service performance management

ITIL processes

Change governance

Operational risk governance

Governance frameworks

Communication skills

ITIL certification

ServiceNow knowledge

Tools

ServiceNow

Job description

Standard Life plc is seeking an IT Business Service Manager to join our IT Service Operations team on a 12-month fixed term contract. You will oversee end-to-end IT services for key business areas, ensuring alignment with customer needs, governance and risk controls.

The role requires ITIL certification, strong stakeholder management, incident and change management experience, and ServiceNow familiarity. Hybrid working with offices across the UK and a robust benefits package is offered.