ITIL Process and Practice Lead

TL;DR

ITIL Transformation Lead (ITSM/Fintech): Designing and delivering an ITIL transformation roadmap to optimize service operations within a large-scale financial environment with an accent on ITSM maturity, governance frameworks, and process integration. Focus on driving automation across DevOps and cloud platforms, aligning service management with organizational strategy, and leading complex enterprise-level change initiatives.

Location: Hybrid, requires 40% (at least two days) per week in Halifax, Leeds, or Manchester office

Salary: £83,411 – £98,130

Company

A major UK-based financial services group committed to technological modernization and innovation at scale.

What you will do

• Deliver the ITIL transformation roadmap aligned with the organization's broader technology strategy.
• Design outcome-focused ITSM processes, including governance, policies, and service-level agreements.
• Own the ITSM tooling strategy, emphasizing automation, integration with DevOps, and cloud-native practices.
• Lead organizational change initiatives and coach service owners to embed new ways of working.
• Establish KPIs and reporting structures to ensure regulatory compliance and operational maturity.
• Collaborate across engineering, operations, and business functions to improve service performance insights.

Requirements

• Proven experience leading large-scale ITSM or ITIL transformation programmes within complex environments.
• Strong expertise in ITIL 4 principles and the service value system.
• Demonstrable ability to influence and lead at a senior leadership level.
• Technical understanding of ITSM integration with Agile, DevOps, and cloud operating models.
• Experience with modern engineering practices like policy-as-code and automated governance.

Culture & Benefits

• Generous pension scheme with contributions up to 15%.
• 30 days of annual leave plus bank holidays.
• Performance-based annual bonus awards.
• Access to employee share schemes, including free shares.
• Comprehensive wellbeing initiatives and flexible, lifestyle-adapted benefits.