IT Service Continuity Manager

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. # Key Interfaces The role works closely with: - Infrastructure & Cloud Engineering - Application Owners - IT Operations - Incident Management & Major Incident process owners - Business Continuity Management - Tech Governance, Risk & Compliance - Third-party Application Governance & Procurement - Crisis Management functions - Group / FDJ IT Continuity stakeholders The role is a coordination and governance function and does not replace operational ownership within those teams. # 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 This role requires a strong behavioural fit as much as technical competence. The successful candidate will demonstrate: ### 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