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Job Title:  Service Continuity & Strategy Manager

Date:  26-Nov-2021

Littlehampton, WSX, GB, BN17 6LS

Full Time/Part Time:  Full-Time
Contract Type:  Regular/Permanent
Hours per week:  37.5

Your role in a nutshell


Don’t wait until you’re in a crisis to come up with a crisis plan – Phil McGraw


This role is not just about keeping the lights on. It is a real opportunity to champion and lead the creation of a centre of excellence in service delivery and continuity for a global company that is transforming itself. 


You will be instrumental in ensuring the IT Service Continuity (ITSCM) Process is established in accordance with the overall requirements of the business and to represent the IT Services function within the company’s overall Business Continuity Management process.


To get your strategic juices flowing, you will support the Head of Service Assurance with the creation of the IT Service Management (ITSM) capability strategy. ITSM is a key capability within TBS IT and this role will ensure that existing processes are embedded within the organisation and new capabilities are identified and added within both TBS and key 3rd parties as TBS maturity evolves.

More about the role


Service Delivery

By defining the Business Case for the IT Service Continuity Management Process.
Through the creation and maintenance of a set of IT Service Continuity plans supported by an ongoing process.
Having accountability for ensuring Quality reviews of all plans and procedures are undertaken.
Planning and maintaining the DR (Disaster Recovery) test schedule, and executing DR tests in accordance with your published Test Plans, Run sheets and Procedures, forming and leading a Recovery team comprised of technical resources drawn from TBS and partner service delivery personnel
Providing leadership, and coordinating technical resources during DR or DR Tests



Ensuring plans are reviewed with the business areas, to ensure they accurately reflect the critical business processing environment.
Making certain that all IT Service areas are prepared and able to respond to invocation of Continuity plans.


Stakeholder relationships

Integrating the ITSCM Process into the TBS IT organisation and relevant 3rd parties.



Creating the ITSM strategy and roadmap, covering existing process maturity, additional processes, ITSM toolset roadmap (including integration) and recommendations on staff and partner education and training.


Training and education

Communicating effectively with all stakeholders, and deliver effective DR training to internal and client staff. 
Creation of a knowledgebase to ensure that staff are aware of their exact duties and that all relevant information is readily available should a disaster occur 
Working with the chosen SIAM vendor and all relevant 3rd parties to ensure that a common understanding of ITSM processes within TBS exists, including periodic training refreshment


What we look for


Essential experience and skills:


  • You are a confident and experienced leader in ITSC Management or Disaster Recovery with a proven ability for self-management
  • You have experience of defining and implementing Service Continuity strategy
  • Your ‘hands on’ technical background has given you broader skills and knowledge, encompassing major IT platforms and infrastructure, including Networks, Security, Storage, Compute, backup and restore technologies, Database replication and recover and cloud technologies, especially Azure.
  • You have developed project management skills through your demonstrated experience managing large scale DR activities with multiple stakeholder groups.
  • ITIL foundation is essential with Service Design (or equivalent) qualification desirable
  • You have been part of or have a good working knowledge of ICT Engineering or Solution Architecture.
  • Confident communication & service excellence skills gained through stakeholder management
  • Good people and leadership skills. – Leading the technical teams and getting the teams to understanding why we need the process.
  • Relevant technical knowledge and experience


Desirable experience and skills:


  • You have experience working directly with a retail customer, providing consultation and advice to support the technical solution.
  • Project Management qualifications (PRINCE2 or Agile preferred) – Qual desirable
  • DevOps foundation

What we offer in return


  • a 6% contributory pension plan,
  • 23 days holiday plus bank holidays - time to refresh and recharge
  • Group bonus scheme
  • 3 additional days a year to volunteer in the local community to support the causes you feel most passionate about
  • LOVE money to spend on YOUR wellbeing - pamper yourself on us. Every year.
  • 50% staff discount and access to product sample sales
  • Access to Perks at Work, our online shopping channel with exclusive deals & discounts
  • AND - we have also implemented 'Work Wise' into our HQ - flexibility of 'in-office' hours, the ability to work remotely and a new meeting charter.


Here at The Body Shop we've got your best interests at heart - it's our way of saying thank you!


If you are excited by all that - you might just be the sort of person we need to help us make the impactful change the world needs within a business that invented the culture of ‘joyful collective' and everything that means and stands for.
We have something special to offer and we’re looking for someone special to help us to do that. Show us how you can contribute to the next step in the evolution of The Body Shop.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 


The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

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