IT&D Manager, Service Management (DR, Resilience and Capacity)

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.
Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.
## ​Information Technology & Digital​

In IT&D, you'll be a force for good, whether you're championing cyber security, defining how we harness the power of technology to improve our business, or working with data to guide the innovation of consumer loved products.
Working globally across functions, you'll own your projects and process from start to finish, with the influence and visibility to achieve what needs to be done. And if you're willing to bring your ideas to the table, you'll get the support and investment to make them happen.

Your potential will never be wasted. You'll get the space and support to take your development to the next level. Every day, there will be opportunities to learn from peers and leaders through working on exciting, varied projects with real impact. And because our work spans so many different businesses, from Research and Product Development to Sales, you'll keep learning exciting new approaches.

About the role

As the IT&D Manager – Service Management, you will lead governance, strategy, and continuous improvement of Disaster Recovery (DR), IT Resilience, Availability Management, and Capacity Management across a global enterprise environment

This role will be accountable for ensuring that critical business services remain resilient, available, recoverable, and capable of meeting current and future business demands. The successful candidate will work closely with infrastructure, cloud, application, cybersecurity, and service provider teams to establish robust service continuity capabilities while driving operational excellence through automation and AI-enabled operations.

The selected candidate is expected to have significant experience in IT Service Management, typically around 15+ years, with a proven track record in enterprise-scale service resilience, recovery, availability, and operational governance.

In addition to the primary focus areas, the role will contribute across broader ITIL processes including Incident, Problem, Change, Release, Configuration, and Service Level Management.

Your responsibilities

Disaster Recovery & Service Resilience
Own and govern enterprise-wide Disaster Recovery(DR) & Service Resilience framework.
Lead end-to-end Disaster Recovery process for all business-critical systems across Reckitt IT.
Define DR policies, standards, controls, & governance across technology domains.
Establish and maintain Recovery Time Objectives (RTOs), Recovery Point Objectives (RPOs), and resilience requirements for critical services.
Ensure recovery strategies are aligned with business priorities & regulatory requirements.
Plan, coordinate, execute, and improve disaster recovery testing and validation activities.
Partner with infrastructure, cloud, application, cybersecurity, and business teams to ensure operational recovery readiness.
Drive continuous improvement of resilience capabilities through lessons learned, audits, reviews, and recovery exercise outcomes.
Provide executive-level reporting on disaster recovery preparedness, risks, compliance, and recovery maturity.
Ensure technology services are designed with recoverability, redundancy, fault tolerance, and resilience principles embedded.

Availability Management:

Define and govern enterprise availability management standards and processes.
Establish service availability targets and ensure alignment with business requirements.
Monitor service performance and availability trends across infrastructure, applications, cloud services, and digital platforms.
Drive proactive identification and remediation of availability risks.
Conduct outage reviews & find opportunities to improve reliability & reduce downtime.
Partner with engineering & operations teams to improve service resilience.
Define and report availability metrics, KPIs, and service health indicators.

Capacity & Performance Management:

Own and govern capacity management practices across infrastructure, cloud, applications, and platforms.
Develop forecasting models & capacity plans aligned with business growth & tech. roadmaps.
Track utilization, performance, and consumption trends to identify risks and opportunities.
Ensure adequate capacity is available to meet current and future business demands.
Drive optimization initiatives balancing service performance, user experience, and scalability
Support cloud optimization & tech. investment decisions through effective capacity planning.
Deliver executive reporting and dashboards covering capacity utilization, performance trends, and future demand forecasts.

AI, Automation & Operational Excellence:

Leverage automation, analytics, and AI-enabled capabilities to improve service resilience, availability, and operational efficiency.
Utilize predictive insights to identify risks, capacity constraints, improvement opportunities.
Drive continuous improvement initiatives enhancing recovery readiness & service reliability.

ITIL Service Management & ServiceNow:

Apply working knowledge of ITIL processes including Incident, Major Incident, Problem, Change, Release, Service Level, and Configuration Management.
Utilize ServiceNow to govern ITSM processes, operational reporting, and service performance metrics.
Ensure CMDB and service mapping data support effective recovery planning, dependency management, and impact analysis.

Vendor, Governance & Stakeholder Management:

Collaborate with internal teams and service providers to deliver resilience, availability, and capacity objectives.
Operate effectively within a multi-vendor environment, driving accountability for service performance and recovery readiness.
Provide governance, reporting, and insights on operational risks and improvement opportunities.

The experience we're looking for

Significant experience in IT Service Management, Service Operations, Infrastructure Operations, Reliability Engineering, or Technology Governance, typically around 15 years.
Deep expertise in Disaster Recovery, Business Continuity, Service Resilience, Availability Management, and Capacity Management within large enterprise environments.
Proven experience designing, implementing, and governing enterprise-scale resilience and recovery programs.
Strong understanding of cloud, infra, application, platform, and digital service environments.
Demonstrated experience working within global managed service & multi-vendor operating models.
Strong knowledge of ITIL principles and service management best practices.
Experience leveraging ServiceNow to support operational governance and service management processes.
Exposure to automation, AI-enabled operations and modern service management capabilities.

Preferred Qualifications:
Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
ITIL v4 Certification (Managing Professional, Strategic Leader, or equivalent preferred).
ServiceNow Certification (CSA and/or relevant module certifications preferred).
Business Continuity, Disaster Recovery, Resilience, or Risk Management certifications.
Cloud certifications (Azure, AWS, or GCP).
SIAM, Agile, Lean Six Sigma, DevOps, or SRE-related certifications.

The skills for success

Expertise in Disaster Recovery, Business Continuity, Service Resilience, Availability Management, and Capacity Management, operational resilience, service reliability, and continuous improvemen.

A strategic leader with strong operational execution capability.

Excellent stakeholder management, communication, and influencing skills.

Strong analytical and risk-management mindset.

Proven ability to lead across complex global organizations

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.

We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.
## Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.