ITIL Transformation Lead

JOB TITLE: ITIL Transformation Lead

LOCATION(S): Halifax, Manchester, Leeds

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

Our Operations & Service Enablement Platform is the pillar of IT Service & Technology, driving proactive service support and delivering enterprise tooling solutions to enable increased pace and safe passage through technology change!

We have a fantastic opportunity for an experienced ITSM professional to join our Operations & Service Enablement Platform. The role involves embedding effective service management processes, improving operational maturity, and driving measurable service performance improvements throughout the organisation!

What you’ll be doing

Strategy & Transformation

• Define and deliver the ITIL transformation roadmap aligned to organisational strategy.

• Assess current ITSM maturity and define a compliant, scalable target operating model.

• Lead the implementation or optimisation of ITIL processes.

• Embed continual service improvement principles.

Process Design & Governance

• Design scalable, outcome-focused ITSM processes aligned to ITIL procedures.

• Establish governance frameworks, policies, and controls.

• Define KPIs, SLAs, OLAs and reporting structures.

• Ensure compliance with regulatory and risk requirements.

Tooling & Automation

• Own and lead the ITSM tooling strategy, setting the direction and governance to support compliant, effective service operations.

• Drive automation and integration with DevOps and cloud platforms.

• Improve data quality and reporting for service performance insights.

Stakeholder & Organisational Change

• Engage senior stakeholders across IT and business functions.

• Lead organisational change initiatives to embed new ways of working.

• Coach and develop Service Owners and Process Owners.

• Build strong collaboration between engineering, operations, and support teams.

Why join us?  

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey.

What we’re looking for:

• Significant experience leading ITSM or ITIL transformation programmes.

• Strong knowledge of ITIL 4 principles and service value system.

• Experience operating at enterprise scale within complex environments.

• Proven ability to influence at senior leadership level.

• Strong data-driven attitude with experience defining service metrics.

• Experience integrating ITSM with Agile, DevOps, and cloud operating models.

• Solid understanding of modern engineering principles, including policy-as-code, configuration-as-code, and automated governance controls

This is a place for you

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready to make an impact? Apply today.