IT Service Continuity Manager

About the role

In this role, you will lead the development and maintenance of IT Service Continuity frameworks, ensuring they meet both business priorities and regulatory standards. You will establish governance models, define policies, and document critical business activities to enhance operational resilience.

Collaboration is key, as you will work with various stakeholders, including IT, business lines, and third-party providers, to ensure effective continuity strategies. Success in this position requires a proactive approach to governance and a commitment to continuous improvement in IT resilience.

Who this role suits

• Experienced in IT governance and resilience, ideally with a background in regulated environments.
• Strong communicator who can simplify complex technical topics for diverse audiences.
• Collaborative mindset, capable of building trust across different teams.
• Self-driven and organized, with a focus on tracking progress and driving initiatives.

From the employer

Key Responsibilities

1. Governance & Framework Ownership

• Establish and maintain a formal IT Service Continuity governance model.
• Define clear roles, responsibilities, and structured steering mechanisms across IT, business lines, crisis management, and third-party providers.
• Ensure appropriate oversight, reporting, and escalation mechanisms are in place.
• Act as the central coordination point for IT continuity governance, ensuring alignment and transparency across stakeholders.

2. Policy & Documentation

• Develop, formalise, and maintain the IT Service Continuity Management (ITSCM) Policy.
• Ensure the policy:
• Defines guiding principles and objectives.
• Clearly articulates scope and methodology.
• Aligns IT continuity objectives with business priorities.
• Describes adopted continuity strategies (e.g., redundancy, cloud resilience, resource pooling, third-party reliance).
• Defines roles, responsibilities, and governance structures.
• Establishes review cycles and maintenance requirements.
• Ensure documentation is formally approved, version-controlled, archived under controlled conditions, and disseminated to relevant stakeholders.
• Communicate policy requirements in a practical and accessible manner, translating governance into operational clarity.

3. Scope Definition & Criticality Framework

• Define and document the ITSCM scope and supporting methodology.
• Establish and maintain structured traceability between:
• Critical business activities,
• ICT assets (applications, infrastructure, platforms, data, third parties),
• RTO and RPO targets.
• Develop and maintain an organisation-wide ICT asset taxonomy with consistent definitions.
• Define and document criteria for ICT asset classification and criticality determination.
• Ensure exclusions from scope are formally documented and risk-justified.

4. Third-Party Continuity Alignment

• Formalise and maintain a control verifying alignment between third-party SLAs and OBG’s business continuity objectives (RTO/RPO).
• Establish and maintain a structured mapping between:
• Supplier services,
• Contractual SLAs,
• Target recovery objectives,
• Identified gaps and remediation actions.
• Collaborate with Third-party Application Governance and Procurement to ensure continuity requirements are embedded in contractual arrangements.
• Engage constructively with stakeholders to drive improvement without creating unnecessary friction.

5. Testing & Operational Resilience

• Define and implement a structured IT continuity testing framework.
• Establish testing frequency, methodology, and documentation standards.
• Coordinate technical recovery tests, failover exercises, and simulation exercises in collaboration with relevant teams.
• Ensure lessons learned are captured and remediation actions tracked.
• Integrate IT continuity testing with Crisis Management exercises.

6. Maintenance in Operational Conditions (MOC)

• Define and oversee periodic review cycles for:
• Scope updates,
• Criticality reassessment,
• SLA alignment,
• Policy review,
• Testing effectiveness.
• Ensure IT continuity documentation remains accurate following organisational or architectural changes.
• Promote a culture of continuous improvement rather than one-off compliance exercises.

7. Monitoring, Reporting & Continuous Improvement

• Define and maintain KPIs and reporting dashboards for ITSCM maturity.
• Provide clear, structured reporting to senior management and governance forums.
• Ensure alignment with recognised frameworks (e.g., ISO 22301) and internal governance standards.
• Drive practical and proportionate improvements to strengthen IT resilience over time.

Required Experience & Competencies

• Experience
• 8–12+ years of experience in IT governance, IT resilience, IT risk, or service management.
• Proven experience implementing or managing IT continuity frameworks.
• Experience with ISO 22301, ISO 27001, ITIL, or comparable frameworks.
• Experience working in regulated environments is strongly preferred.
• Experience managing cross-functional governance initiatives.

• Behavioural Profile & Leadership Style
• Excellent Communication Skills
• Able to translate complex technical resilience topics into clear business language.
• Comfortable presenting to senior management, audit functions, and cross-functional forums.
• Transparent and proactive in keeping stakeholders informed.
• Collaborative Mindset
• Builds trust across IT and business domains.
• Works constructively with operational teams rather than imposing governance.
• Encourages shared ownership of resilience outcomes.
• Self-Driven with Strong Follow-Through
• Takes initiative and drives progress independently.
• Maintains momentum in long-term governance initiatives.
• Ensures actions are tracked and closed.
• Servant Leadership Approach
• Leads through support, clarity, and enablement rather than authority.
• Focuses on empowering teams to meet continuity requirements.
• Creates alignment through listening and facilitation.
• Humble & Pragmatic
• Open to feedback and continuous improvement.
• Balances regulatory expectations with operational reality.
• Avoids unnecessary complexity and over-engineering.
• Structured & Analytical
• Methodical in documentation and traceability.
• Applies risk-based decision-making.
• Comfortable working with frameworks while remaining practical.

Education & Certifications (Preferred)

• Degree in Information Technology, Engineering, Risk, or related field.
• ITIL certification (preferred).
• ISO 22301 or ISO 27001 certification (preferred).
• Relevant resilience or risk management certifications are advantageous.

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.