The IT Service Continuity Manager is responsible for establishing, implementing, and continuously improving OBG’s IT Service Continuity Management (ITSCM) framework.
The role owns the governance, policy, scope definition, and oversight of IT continuity across the organisation, ensuring alignment with business priorities, regulatory expectations, and recognised standards such as ISO 22301.
This is a governance and coordination role. It does not own Incident Management or ITIL operational processes. Instead, it works collaboratively across IT, business units, crisis management, risk, and third-party systems to ensure that IT continuity requirements are clearly defined, implemented, tested, monitored, and continuously improved.
Success in this role requires a strong communicator who can influence without authority, build trust across technical and business domains, and lead through collaboration and clarity rather than hierarchy.
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.
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.
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.
