IT Service Management Process Manager (Service Transition / Delivery Process Manager)

Arriva Limited; Cambridge, Faringdon, Chathill; Hybrid; GBP 40,000 - 70,000; Full time

Job description

IT Service Management Process Manager (Service Transition / Delivery Process Manager)

IT Service Management Process Manager (Service Transition / Delivery Process Manager)

Apply locations Doxford time type Full time posted on Posted 2 Days Ago time left to apply End Date: April 21, 2025 (14 days left to apply) job requisition id JR029603

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day.

We’re hiring for a IT Service Management Process Manager (Service Transition / Delivery Process Manager) to join our team.

Reporting to the Service Transformation Lead, you will play a pivotal role in ensuring new or modified IT services are seamlessly integrated into our live operational environment. You’ll be instrumental in maintaining efficient, effective processes while fostering collaboration across all levels of the organisation. This is an exciting opportunity to lead and inspire teams, driving successful project outcomes and making a real impact.

This role is based from our Sunderland, a minimum of 2 days per week with the rest focusing on where you can best deliver, whilst still allowing for the required work life balance. The role operates Monday to Friday, 35 hours per week with 1 hour lunch per day.

You may be required to work as part of an on-call rota as part of this role.

Key responsibilities of the role:

• Proactively engaging with stakeholders, addressing concerns and providing regular, transparent updates.
• Identifying potential risks early and developing robust strategies to mitigate them.
• Monitoring progress meticulously, analysing data, and producing insightful reports to demonstrate achievements.
• Ensuring all transition-related documentation is accurately maintained, updated, and easily accessible.
• Conducting thorough reviews to identify areas for improvement and implement lessons learned for future projects.
• Working closely with cross-functional teams, including product, engineering, and customer experience, to ensure seamless and cohesive service delivery.
• Generating comprehensive reports on process performance and providing actionable insights to stakeholders.
• Utilising strong analytical skills to identify root causes of issues and implementing effective, innovative solutions.
• Maintaining a strong focus on delivering high-quality service to meet and exceed customer needs and expectations.

What we'd like from you!

We welcome applications from individuals who are eager to take the next step in their IT Service Management (ITSM) career. If you have experience in service transition or delivery and are looking for an opportunity to develop and grow in a management role, we’d love to hear from you.

Candidates will preferably:

• Possess leadership skills and experience of managing stakeholders to deliver successful outcomes.
• Have experience of, or exposure to, ITIL practices, including although not limited to: Risk Management, Incident Management, Request Management, Catalogue Management.
• Possess an ITIL accreditation (foundation level or higher, or an equivalent qualification).
• Be comfortable working under pressure, specifically around project deadlines.
• Be a self-starter who can envision the bigger picture to ensure stakeholders are managed well throughout the process lifecycle.
• Have hands-on experience with, or exposure to, PRINCE2 and/or Agile project management methodologies, particularly within the context of Service Design and Transition.
• Have outstanding interpersonal and communication skills, able to communicate confidently across all levels of stakeholders.
• Possess excellent organisational skills.

Finally, we’re looking for candidates aligned to Arriva’s values: caring passionately, doing the right thing and making a difference.

What we can offer you in addition to a competitive base salary:

• True hybrid working – focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.
• A generous pension plan.
• Life Assurance plus access to one of the UK’s largest networks of medical professionals (UK based colleagues).
• 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows.
• Access to our Employee Assistance Programme (EAP).
• Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway.
• Eyecare vouchers.
• The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre.
• The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.
• Free Arriva bus travel for you and immediate family outside of London – T&C’s apply.
• And a truly wonderful team to be joining!

Why work for us?

Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience.

Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference.

Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated.

We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better.