VP ITSM Delivery Lead Future Ready Technology Group Technology

You will lead end-to-end delivery of ITSM capabilities from requirements through production readiness. You will set the ITSM technology roadmap, oversee integrations and release discipline, drive automation and AI adoption, manage risks and vendors, embed security and regulatory controls, and lead engineers and delivery teams toward continuous improvement.

Responsibilities

• Lead end-to-end delivery of ITSM capabilities
• Provide technical leadership for incident, problem, change, request, knowledge, CMDB, and configuration management
• Define and drive the ITSM technology roadmap
• Drive simplification, automation, and AI adoption
• Oversee integrations with CI/CD, observability, asset management, knowledge platforms, and enterprise systems
• Ensure engineering, security, testing, release, and production-readiness discipline
• Manage delivery scope, milestones, risks, dependencies, and cross-team coordination
• Embed risk, cybersecurity, governance, and regulatory controls into solutions
• Establish technical standards and engineering best practices
• Manage technology vendors and implementation partners
• Use operational and delivery metrics to improve reliability, automation, service quality, and delivery effectiveness

Requirements

• Experience with enterprise ITSM platforms such as ServiceNow or BMC Helix
• Understanding of ITIL practices
• Experience leading large-scale technology delivery or ITSM transformation
• Knowledge of APIs, integrations, CI/CD, DevOps, cloud, automation, observability, and enterprise architecture
• Experience in regulated enterprise environments
• Stakeholder management experience across business, technology, operations, risk, and vendors