ITIL Process and Practice Lead

lloyds banking group; Manchester; Hybrid; GBP 83,000 - 99,000; Full time

Job summary

A leading banking institution in Manchester is looking for an experienced ITIL Process and Practice Lead. In this pivotal role, you will develop and maintain ITIL processes, mentor a dedicated team, and ensure compliance with industry standards. Excellent communication and analytical skills are essential, along with relevant ITIL certifications. The bank offers a flexible working environment, competitive salary, and a range of benefits including private medical cover and a performance-based bonus.

Benefits

Performance-based bonus

4% cash allowance

Private medical cover

Generous pension contribution

30 days of annual leave

Qualifications

• Proven experience in ITIL process development and implementation.
• Outstanding leadership skills with a history of mentoring and developing teams.
• Strong analytical abilities to evaluate process performance and identify areas for improvement.
• Excellent communication and collaboration skills to work effectively with diverse teams.

Responsibilities

• Develop, implement, and maintain ITIL processes across the organization.
• Lead and mentor a team of ITIL practitioners.
• Collaborate with various departments to identify and implement best practices.
• Monitor and evaluate the efficiency of ITIL processes.

Skills

ITIL process development

Leadership and mentoring

Analytical abilities

Communication skills

Proactive approach

Education

Relevant certifications in ITIL

Job description

End Date

Friday 12 December 2025

Salary Range

£83,411 - £98,130

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description

About the Role

We’re excited to offer a fantastic opportunity for an experienced IT professional to join our team as an ITIL Process and Practice Lead. At Lloyds Banking Group, you’ll play a pivotal role in shaping the future of our IT services — ensuring they align with industry standards and champion best practice across the organisation.

Key Responsibilities

• Develop, implement, and maintain ITIL processes across the organization.
• Lead and mentor a team of ITIL practitioners to ensure the highest standards of practice.
• Collaborate with various departments to identify and effectively implement standard methodologies.
• Monitor and evaluate the efficiency of ITIL processes, making adjustments as necessary.
• Provide regular reports on process performance, offering insights and recommendations for improvement.
• Drive continuous improvement initiatives to improve service delivery and customer happiness.
• Ensure strict compliance with industry standards and regulatory requirements.
• Foster an inclusive and collaborative environment where all team members can thrive.

Requirements

• Proven experience in ITIL process development and implementation.
• Outstanding leadership skills with a history of mentoring and developing teams.
• Strong analytical abilities to evaluate process performance and identify areas for improvement.
• Excellent communication and collaboration skills to work effectively with diverse teams.
• A proactive and ambitious approach, committed to achieving flawless execution.
• Relevant certifications in ITIL (e.g., ITIL Foundation, ITIL Practitioner).
• A deep understanding of industry standards and regulatory requirements.

What Experience is Needed

The ideal candidate will have experience managing IT services, with a strong understanding of service management frameworks and risk. Good communication skills and the ability to build trusted relationships across different teams will be essential, along with a practical and thoughtful approach to leadership.

What We Offer:

• A performance-based bonus
• A 4% cash allowance that can be used for flexible benefits or taken as cash
• 30 days of annual leave
• Private medical cover
• Access to share schemes and a generous pension contribution
• Discounts and offers on a range of colleague products

Inclusion and Accessibility

We’re committed to creating a workplace that reflects the diversity of the communities we serve. Applications are encouraged from people of all backgrounds, and we’re happy to make adjustments or provide support throughout the recruitment process and beyond. If there’s anything that would help make the process more accessible, just let us know.

Why This Role?

This is a chance to join a team that values openness, collaboration, and practical problem‑solving. We support flexible working to help balance work and life, and we’re focused on creating an environment where people can do their best work. The role offers the opportunity to make a real difference in how technology supports colleagues and customers across the organisation.

About Lloyds Banking Group

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

Data Privacy

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

Culture and Diversity

We're focused on creating a values‑led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.