ITSM Transformation Manager

ENGINEERINGUK; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a strategic lead for their enterprise-wide ITSM Transformation Programme. This pivotal role involves driving the programme's direction and governance to ensure alignment with business goals and service excellence. The successful candidate will lead cross-functional teams, engage with senior leadership, and act as a subject matter expert in ITSM. If you have a proven track record in strategic initiatives and a deep understanding of ITSM frameworks like ITIL 4, this is your chance to make a significant impact in a dynamic environment that values diversity and inclusion.

Benefits

Comprehensive health insurance

Flexible working hours

Generous annual leave

Employee discounts

Professional development opportunities

Qualifications

• Proven track record in strategic ITSM initiatives delivering business value.
• Deep expertise in ITSM frameworks, particularly ITIL 4.

Responsibilities

• Provide strategic leadership to the ITSM Transformation Programme team.
• Act as the subject matter expert for ITSM and guide stakeholders.

Skills

Strategic ITSM Initiatives

BMC Helix

ITIL 4

Problem-solving

Analytical Skills

Effective Communication

Tools

ServiceNow

Job description

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This role will serve as the strategic lead for the enterprise-wide ITSM Transformation Programme at Virgin Media O2. The successful candidate will be responsible for driving the strategic direction, governance, and delivery of the programme to ensure alignment with business objectives and long-term IT service excellence.
Key Responsibilities:

• Provide strategic leadership and direction to the ITSM Transformation Programme team, ensuring successful delivery against defined outcomes and business objectives.
• Represent the programme at monthly senior leadership team (SLT) Steering Committees, presenting updates with clarity, authority and influence, and clearly articulating the programme's progress, challenges, and value to the business.
• Act as the subject matter expert for ITSM, providing guidance, challenge, and support to the programme team and wider stakeholders.
• Maintain a strong understanding of the target ITSM architecture (BMC Helix), and act as a key voice of authority on its design, integration, and implementation implications.
• Support the programme with prioritisation decisions throughout its lifecycle, owning and managing any tactical and strategic backlog
• Develop and lead the submission of compelling quarterly business cases to Finance to secure ongoing programme funding, underpinned by strategic rationale and measurable business benefits.
• Ensure the programme remains aligned to its strategic vision and objectives and that any deviation is agreed, captured and mitigated
• Translate complex architectural concepts into clear, business-relevant insights to support stakeholder engagement and programme decision-making.

Who we are

The UK's fastest broadband network. The nation's best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

• Proven track record of shaping, influencing, and executing strategic ITSM initiatives that deliver measurable business value.
• Strong understanding of ITSM tooling architecture, with specific experience in BMC Helix (or equivalent enterprise ITSM platforms such as ServiceNow), including its capabilities, integration requirements, and deployment at scale.
• Demonstrated ability to lead and engage cross-functional teams, acting as a senior point of reference for ITSM-related guidance and decision-making
• Deep expertise in ITSM frameworks and best practices, particularly ITIL 4, with demonstrable application across service operations, service transition, and continual improvement.

The other stuff we are looking for

• Skilled in building and presenting complex business cases for investment, with experience of working closely with Finance and C-level stakeholders to secure programme funding.
• Effective and credible communicator, able to influence at senior levels and work collaboratively with a wide range of stakeholders to align, prioritise, and progress complex transformation requirements, including presenting to steering committees, providing strategic insight, and influencing executive decision-making.
• Experience working in or alongside Network Operations, Service Assurance, or Service Integration & Management (SIAM) functions is highly advantageous.
• Strong problem-solving and analytical skills, with the ability to anticipate challenges and drive resolution in high-pressure environments.
• Strong personal resilience and self-motivation, with the confidence to challenge poor practices or behaviours, and a clear focus on protecting and enhancing the customer experience.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, making sure that you're covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

#LI-MC2

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