ITandD Manager Service Management - DR

We are Reckitt

​Information Technology & Digital​

About the role

As the IT&D Manager – Service Management, you will lead the end-to-end governance, standardization, and continuous improvement of IT Service Management across a global, multi-vendor environment.
This role is accountable for defining, implementing, and governing ITIL-aligned processes, ensuring service quality, operational resilience, and business alignment, with ServiceNow as the core ITSM platform.
You will also play a key role in modernizing IT operations through automation, AIOps, and data-driven service management, enabling a transition toward a scalable, future-ready operating model.

Your responsibilities

ITIL Process Ownership & Governance: 
Own and govern global standards, policies, and performance for all key ITIL processes.
•    Incident Management & Service Request Management
o    Ensure effective lifecycle management with SLA adherence and reduced resolution times
o    Drive trend analysis and incident reduction initiatives 
•    Major Incident Management
o    Lead high-impact incidents with structured governance, rapid response, and business-focused recovery
o    Drive post-incident reviews and continuous improvement actions 
•    Problem Management
o    Own root cause analysis (RCA) processes and proactive problem identification
o    Eliminate recurring incidents and improve service stability 
•    Disaster Recovery & Resilience Management
o    Define and govern DR standards, testing, and readiness
o    Ensure business continuity and operational resilience across critical business applications
•    Change Management
o    Govern risk-based changes, CAB processes, approvals, and lifecycle management
o    Balance agility with service stability and risk mitigation 
•    Release Management
o    Ensure structured planning, testing, and controlled deployments
o    Align release schedules with business priorities and minimize disruption
•    Communication Management
o    Own stakeholder communication for BAU, incidents, and service performance
o    Deliver clear, timely, and consistent updates to business stakeholders
•    Configuration Management (CMDB)
o    Ensure accurate service mapping and dependency tracking
o    Govern configuration data to support ITIL processes and decision-making 
Service Performance, Reporting & Analytics:
•    Define service performance frameworks and reporting standards
•    Track KPIs, SLAs, and operational metrics
•    Use tools like ServiceNow and Power BI for analytics and visualization 
•    Translate data into actionable insights for leadership decision-making
•    Drive continual service improvement (CSI) initiatives
ServiceNow Platform Expertise:
•    Utilise ServiceNow as the enterprise ITSM platform
•    Ensure effective implementation and usage of: 
o    Incident, Problem, Change, Release modules
o    CMDB, Service Catalog
o    Performance Analytics, Reporting, and Dashboarding
•    Leverage ServiceNow CSDM (Common Service Data Model) for service mapping and governance 
•    Drive: 
o    Workflow automation and process orchestration
o    Integration with enterprise and monitoring tools
o    Data quality, process compliance, and reporting consistency
•    Enable advanced capabilities such as automation, predictive analytics, and AI-driven operations
Vendor & SIAM Governance:
•    Act as primary interface between multiple service providers
•    Hold vendors accountable for SLA/KPI delivery, Service quality and continuous improvement.

The experience were looking for

15+ years of IT Service Management / SIAM experience
•    Strong expertise across all ITIL processes (end-to-end lifecycle)
•    Proven experience with ServiceNow (mandatory) across multiple modules
•    Experience in global, multi-vendor, managed service environments
•    Strong background in process transformation, governance, and optimization
Technical Expertise
Mandatory
•    Deep knowledge of: 
o    ITIL v3 & ITIL 4 frameworks
o    ServiceNow ITSM, CMDB, HAM, and CSDM 
o    AIOps, monitoring, and automation technologies
•    Experience with: 
o    SLA/KPI design and reporting frameworks
o    ITSM data governance and analytics
o    Power BI or equivalent reporting tools 
Added advantage if you have experience in:
•    Automation, AIOps & Service Modernization 
•    Hardware Asset Management
Qualifications
•    Bachelor’s degree in IT / Computer Science or related field
•    ITIL v3/v4 Certification (mandatory); Expert / Managing Professional (preferred) 
•    ServiceNow Certification (CSA / Implementation Specialist preferred) 
•    SIAM certification (desirable)

The skills for success

Strong leadership and stakeholder management skills
•    Calm and decisive under pressure (especially during major incidents)
•    Data-driven, analytical, and detail-oriented
•    Excellent communication and influencing skills
•    Continuous improvement and transformation mindset
•    Ability to operate in complex, ambiguous global environments

What we offer

Equality