Senior Resilience Manager (IT)

Job summary

The Senior Resilience Manager will enhance the resilience of complex IT services across various domains, leading investigations and ensuring corrective actions are implemented effectively. This role involves connecting technical insights with business priorities and managing high-impact IT problems.

Qualifications

• Significant experience in Change & Problem Management, Service Management, or related fields within a large IT environment.
• Proven ability to lead major investigations involving multiple teams and stakeholders.
• Strong understanding of ITIL processes and service management principles.
• Excellent written and verbal communication skills in English.

Responsibilities

• Lead major problem investigations across IT teams and vendors.
• Manage changes and associated risks within assigned domains.
• Drive service improvement initiatives to enhance stability and SLA performance.
• Coordinate corrective actions with clear ownership and follow-through.
• Identify gaps in processes and governance, and escalate risks when necessary.
• Build relationships with technical experts and senior stakeholders.
• Provide transparent reporting and decision support on high-impact cases.

Skills

• Strong stakeholder management and communication skills.
• Ability to coordinate cross-functional initiatives and drive results.
• Experience with governance and quality frameworks.

Education

• Relevant qualifications in IT management or related fields are preferred.

Tools

• Familiarity with ISO standards or other quality management frameworks is advantageous.