Programme Manager – IT Service Management Transition Position Description Location: HybridContract Type: Up to 12 Month Contract Rate: £750 to £800 per day – Inside IR35 Purpose of the RoleThe Programme Manager will lead and oversee the full transition of IT Service Management operations from the current provider to a new strategic service partner. This includes ensuring service continuity, minimal disruption, and alignment with organisational objectives — while meeting contractual performance measures, embedding best-practice ITIL processes and meeting all organisational cyber security and compliance requirements.
Key Responsibilities: Transition Planning & Delivery- Develop, own, and execute the ITSM transition plan, including timelines, resource allocation, and risk mitigation.
- Ensure smooth knowledge transfer, service readiness, and operational handover.
- Oversee the implementation of ServiceNow.
Security & Compliance Oversight- Ensure all transition activities comply with organisational and regulatory cyber security requirements.
- Collaborate with internal Cyber Security teams to embed security controls into new processes, tooling, and vendor arrangements.
- Conduct risk assessments, vulnerability scanning, penetration testing, and remediation before service go-live.
- Ensure vendor compliance with ISO 27001, NCSC guidance, GDPR, and other relevant standards.
Stakeholder Engagement- Work closely with internal leadership, IT teams, the incoming and outgoing service providers to align expectations and outcomes.
- Act as the primary point of contact for each of the defined service towers.
- Work with the Business Change Manager to lead and facilitate business stakeholder engagement, change champions network and programme communications.
Vendor & Contract Management- Manage relationships with the new service provider, ensuring contractual obligations, SLAs/KPIs, ongoing measurements are in place and security requirements are met.
- Oversee exit management with the outgoing provider, ensuring secure data transfer and decommissioning.
Governance & Risk Management- Identify, assess, and mitigate transition risks — including operational and cyber security threats to service continuity.
- Establish governance, reporting mechanisms, escalation paths, and compliance checkpoints.
Process & Service Improvement- Ensure ITIL-aligned processes are embedded within the new service structure.
- Drive continuous improvement post-transition, with a focus on secure-by-design principles.
Essential Skills & Experience- Proven track record of delivering ITSM transitions or large-scale IT change programmes.
- Strong vendor and contract management experience in a multi-supplier environment.
- Deep understanding of ITIL frameworks and service delivery models.
- Demonstrable cyber security awareness, with experience ensuring compliance during major service changes.
- Excellent leadership, stakeholder management, and communication skills.
- Ability to manage complex timelines, budgets, risks, and security dependencies.
- Experience in regulated or high-availability service environments.
Desirable Skills & Qualifications- ITIL Expert or ITIL 4 Managing Professional certification.
- PRINCE2 / MSP / PMP programme management accreditation.
- Cyber security certification (e.g., CISSP, CISM, ISO 27001 Lead Implementer).
- Experience with ServiceNow or similar ITSM platforms.
- Experience with integration of ITSM tooling.
- Previous work in outsourcing or managed service transitions.
Key Competencies- Strategic thinking and problem-solving.
- Risk-aware and proactive in identifying potential security and operational gaps.
- Negotiation and influencing skills.
- Resilience under pressure.
- Collaborative leadership style.
- Attention to detail with a focus on secure and successful outcomes.
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Morgan Philips Group is a global talent solutions business that disrupts conventional thinking in executive search, recruitment and talent consulting. We operate in over 20 markets in Europe, North & South America, Asia, and the Middle East & Africa. We understand that the future is digital and social, so we embrace the latest technology, including video ads and CVs, as well as social recruiting. Our innovative services are tailored to the new world of work yet we do not lose sight of the fact that employees be they existing and potential are ultimately human beings.
We are committed to ensuring that all job applicants are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
