IT Service Excellence Manager

The role

This is a new role, reporting directly to the Director of IT Services & Development, and sitting alongside our Head of Service Delivery (Run) as a peer. While Run owns day-to-day operations, you'll own the process, governance and measurement backbone that spans the function — as we move from six fragmented support platforms onto one.

You'll be the person who can answer, at any point, exactly how the service is performing, where the backlog sits, and what's being done about it — and who makes sure that answer keeps getting better, quarter on quarter.

What we're looking for

● Proven ITSM process and governance experience — ITIL 4 essential.

● Proven experience establishing ITIL-aligned frameworks and standards from scratch across a multiregion service delivery organisation — not just operating within one that's already mature.

● Experience owning service catalogues and SLA/XLA design, including monthly reporting to

leadership.

● Experience with modern ITSM tooling and platforms, ideally through a migration or transformation programme.

● A track record of driving continual service improvement, not just running business-as-usual

operations.

● Comfortable operating in an influence-led way across teams you don't directly manage, to drive

process and governance improvements.

● Strong stakeholder and reporting skills — comfortable presenting service performance directly to IT leadership.

● Comfortable operating across a multi-brand, multi-region group, with colleagues and stakeholders across EMEA and APAC.