Service Sustainability Lead

Experis - ManpowerGroup; Sheffield; On-site; GBP 20,295,000 - 22,140,000; Full time

Job summary

Experis - ManpowerGroup is seeking a Service Sustainability Programme Lead to drive a critical programme focused on improving service stability, resilience, recoverability, and control effectiveness across a technology portfolio. Hybrid work with three days onsite per week in Sheffield.

The role involves leading multi-team delivery, establishing governance, tracking programme benefits, and ensuring audit readiness to reduce operational risk and strengthen service performance.

Qualifications

• Strong programme or portfolio management experience within technology environments.
• Expertise in planning, governance, RAID management, dependency management, and delivery tracking.
• Experience driving complex transformation or service improvement initiatives.
• Proven ability to track and demonstrate business value and benefits realisation.

Responsibilities

• Own and deliver the Service Sustainability Programme (SSP) roadmap, creating a prioritised backlog focused on resilience, technical debt, controls, monitoring, recoverability, and obsolescence.
• Lead delivery across multiple teams and stakeholders to drive remediation and continuous improvement initiatives.
• Establish and manage programme governance, including steering committees, delivery forums, RAID management, and executive reporting.
• Ensure services meet operational resilience and control requirements, maintaining audit readiness and managing remediation activities.
• Track and report programme benefits, including service availability, incident reduction, disaster recovery compliance, and technical debt reduction.
• Influence senior stakeholders to secure priorities, funding, resources, and timely decision-making.
• Drive a culture of proactive risk management and operational excellence.

Skills

Programme leadership

Governance

RAID management

Stakeholder management

Communication

Risk management

Job description

Role Title: Service Sustainability Lead

Rate: Inside IR35: £425.00 - £460.00

Location: Hybrid working 3 days onsite per week Sheffield

We're seeking an experienced Service Sustainability Programme Lead to drive a critical programme focused on improving service stability, resilience, recoverability, and control effectiveness across a technology portfolio.

This is a highly visible role where you'll work across Technology, Operations, Cyber Security, Risk, Change, and Business teams to reduce operational risk, strengthen service performance, and deliver measurable improvements in service sustainability.

What You'll Be Doing

• Own and deliver the Service Sustainability Programme (SSP) roadmap, creating a prioritised backlog focused on resilience, technical debt, controls, monitoring, recoverability, and obsolescence.
• Lead delivery across multiple teams and stakeholders to drive remediation and continuous improvement initiatives.
• Establish and manage programme governance, including steering committees, delivery forums, RAID management, and executive reporting.
• Ensure services meet operational resilience and control requirements, maintaining audit readiness and managing remediation activities.
• Track and report programme benefits, including service availability, incident reduction, disaster recovery compliance, and technical debt reduction.
• Influence senior stakeholders to secure priorities, funding, resources, and timely decision-making.
• Drive a culture of proactive risk management and operational excellence.

Key Deliverables

• Service Sustainability Programme roadmap and remediation backlog
• Service health dashboards, KPI/KRI reporting, and executive updates
• RAID logs, dependency plans, and governance reporting
• Resilience artefacts including DR testing outcomes, runbooks, monitoring coverage, and support models
• Control enhancement plans with clear ownership, milestones, and audit evidence

Skills & Experience Required

Programme Leadership

• Strong programme or portfolio management experience within technology environments.
• Expertise in planning, governance, RAID management, dependency management, and delivery tracking.
• Experience driving complex transformation or service improvement initiatives.
• Proven ability to track and demonstrate business value and benefits realisation.

Operational Resilience & Controls

• Strong understanding of operational resilience, disaster recovery, business continuity, and recoverability concepts (RTO/RPO).
• Experience managing control frameworks, audit requirements, evidence gathering, and remediation plans.
• Ability to prioritise delivery using a risk-based approach.

Stakeholder Management & Communication

• Exceptional communication skills with the ability to engage and influence senior stakeholders.
• Experience facilitating cross-functional teams and resolving competing priorities.
• Ability to translate technical, risk, and control requirements into actionable delivery plans.
• Comfortable working with infrastructure, cloud, application, and service management teams.

Preferred Experience

• 7+ years' experience in technology delivery, service management, resilience, transformation, or operational risk programmes.
• Experience within regulated industries, particularly financial services.
• Programme management qualifications such as PRINCE2, PMP, or Agile certifications.
• ITIL certification or strong service management knowledge.