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.
   

Education & Certifications (Preferred)

• Degree in Information Technology, Engineering, Risk, or related field.

• ITIL certification (preferred).

• ISO 22301 or ISO 27001 certification (preferred).

• Relevant resilience or risk management certifications are advantageous.