IT&D Manager, Service Management - DR

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

Information Technology & Digital

In IT and D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.

Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

As the IT&D Manager – Service Management, you will lead the end-to-end governance, standardization, and continuous improvement of IT Service Management across a global, multi-vendor environment.

This role is accountable for defining, implementing, and governing ITIL-aligned processes, ensuring service quality, operational resilience, and business alignment, with ServiceNow as the core ITSM platform.

You will also play a key role in modernizing IT operations through automation, AIOps, and data-driven service management, enabling a transition toward a scalable, future-ready operating model.

Your responsibilities

ITIL Process Ownership & Governance:

Own and govern global standards, policies, and performance for all key ITIL processes.

Incident Management & Service Request Management

o Ensure effective lifecycle management with SLA adherence and reduced resolution times

o Drive trend analysis and incident reduction initiatives

Major Incident Management

o Lead high-impact incidents with structured governance, rapid response, and business-focused recovery

o Drive post-incident reviews and continuous improvement actions

Problem Management

o Own root cause analysis (RCA) processes and proactive problem identification

o Eliminate recurring incidents and improve service stability

Disaster Recovery & Resilience Management

o Define and govern DR standards, testing, and readiness

o Ensure business continuity and operational resilience across critical business applications

Change Management

o Govern risk-based changes, CAB processes, approvals, and lifecycle management

o Balance agility with service stability and risk mitigation

Release Management

o Ensure structured planning, testing, and controlled deployments

o Align release schedules with business priorities and minimize disruption

Communication Management

o Own stakeholder communication for BAU, incidents, and service performance

o Deliver clear, timely, and consistent updates to business stakeholders

Configuration Management (CMDB)

o Ensure accurate service mapping and dependency tracking

o Govern configuration data to support ITIL processes and decision-making

Service Performance, Reporting & Analytics:

Define service performance frameworks and reporting standards

Track KPIs, SLAs, and operational metrics

Use tools like ServiceNow and Power BI for analytics and visualization

Translate data into actionable insights for leadership decision-making

Drive continual service improvement (CSI) initiatives

ServiceNow Platform Expertise:

Utilise ServiceNow as the enterprise ITSM platform

Ensure effective implementation and usage of:

o Incident, Problem, Change, Release modules

o CMDB, Service Catalog

o Performance Analytics, Reporting, and Dashboarding

Leverage ServiceNow CSDM (Common Service Data Model) for service mapping and governance

Drive:

o Workflow automation and process orchestration

o Integration with enterprise and monitoring tools

o Data quality, process compliance, and reporting consistency

Enable advanced capabilities such as automation, predictive analytics, and AI-driven operations

Vendor & SIAM Governance:

Act as primary interface between multiple service providers

Hold vendors accountable for SLA/KPI delivery, Service quality and continuous improvement.

The experience we're looking for

15+ years of IT Service Management / SIAM experience

Strong expertise across all ITIL processes (end-to-end lifecycle)

Proven experience with ServiceNow (mandatory) across multiple modules

Experience in global, multi-vendor, managed service environments

Strong background in process transformation, governance, and optimization

Technical Expertise

Mandatory

Deep knowledge of:

o ITIL v3 & ITIL 4 frameworks

o ServiceNow ITSM, CMDB, HAM, and CSDM

o AIOps, monitoring, and automation technologies

Experience with:

o SLA/KPI design and reporting frameworks

o ITSM data governance and analytics

o Power BI or equivalent reporting tools

Added advantage if you have experience in:

Automation, AIOps & Service Modernization

Hardware Asset Management

Qualifications

Bachelor’s degree in IT / Computer Science or related field

ITIL v3/v4 Certification (mandatory); Expert / Managing Professional (preferred)

ServiceNow Certification (CSA / Implementation Specialist preferred)

SIAM certification (desirable)

The skills for success

Strong leadership and stakeholder management skills

Calm and decisive under pressure (especially during major incidents)

Data-driven, analytical, and detail-oriented

Excellent communication and influencing skills

Continuous improvement and transformation mindset

Ability to operate in complex, ambiguous global environments

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality