IT Service Management Specialist

Please note that roles based out of SJS or Sunbury will move to Timber Square, Southwark, from Q4 2027.

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner!

You will work with

You will be part of a global team focused on supporting the bp EV business in its IT Service Management (ITSM) responsibilities. You will be collaborating with stakeholders across technology, finance, operations and regional business to drive resolution to incidents and ensure the design of the customer interfaces are fit for purpose. Enterprise Technology Engineers in this space are responsible for engaging business and third-party stakeholders to understand service requirements, design, build and transition service offerings (including support models) into operations that enable bp pulse to operationally support digital services. This role also offers opportunities for personal growth and development through global exposure, continuous learning, and the chance to shape how ITSM capabilities drive value across the enterprise., * Drive the resolution of complex incidents and Major Incidents within the bp EV business.

• Proactively set the direction and lead on the creation of service design, implementation and documentation of key artefacts and outputs.
• Visualise and breakdown complex services and processes, balancing competing views to publish up-to-date and accessible service catalogue in alignment with Technology Support service offerings
• Own the service configuration management framework and oversee new or changing configuration
• Conduct periodic reviews of service designs to ensure they are fit for purpose, continue to align with best practice and deliver expected business value
• Present analysis, dashboards and strategic insights to leadership, advocating service management design across the bp EV business.
• Support continual improvement by designing and helping implement improvement opportunities across all operational support practices
• Participate in Technology projects as required to ensure IT Service Management is represented.

• Proven experience in ServiceNow CSDM and ITSM
• Understanding of ITIL Practices with a Foundation certification optional and knowledge of Service Design principles
• Experience using Service Management, Azure DevOps and process mapping tools (ServiceNow, Azure and Visio), * Motivated by the challenges of solving complex problems and a passion for making things happen
• Relationship building with strong communication/collaborative skills
• Customer-centric advocate
• Evidence and data driven
• AI forward thinking
• Business analysis including requirements management, Agility core practices, Analytics, Business Analysis, Coaching, Communication, Configuration management and release, Digital Project Management, Documentation and knowledge sharing, Facilitation, Information Security, Mentoring, Metrics definition and instrumentation, Risk Management, Service operations and resiliency, Stakeholder Management, Supplier Relationship Management, System Design