IT Specialist - Service Portfolio Management

Job Description

Mott MacDonald

Position location: Newcastle, United Kingdom
Recruiter contact: Martin Keown

We’re a global engineering, management, and development consultancy.
Our purpose is to improve society by considering social outcomes in everything we do, relentlessly focusing on excellence and digital innovation, transforming our clients’ businesses, our communities and employee opportunities.

A fundamental part of this is respecting each person’s differences and striving to meet their needs.

We are proud to be a one of Glassdoor’s top employers to work for in the UK, as well as being recognised as a Top Inclusive Company in the UK.

Our values: Progress, Respect, Integrity, Drive, Excellence.

About the business unit
Mott MacDonald’s support services are the driving force behind our organisation enabling us to run efficiently and effectively. The team works collaboratively to offer specialist advice, best practice and technology to all areas of our business specifically designed for our global reach.

The IT Specialist - Service Portfolio Management role is pivotal within our organization, with a primary focus on designing and maintaining the IT service portfolio in alignment with business needs. This role is crucial to enhancing user experience, streamlining services, and driving continual service improvement, with the following responsibilities:

Key duties and responsibilities include:

• Craft and maintain the IT service portfolio to ensure it resonates with evolving business requirements.
• Evaluate and analyse services, along with the user experience of My Services and My IT (services provided by IT), along with associated tools.
• Engage in ongoing service enhancement initiatives and conduct regular process reviews.
• Prioritize user experience and undertake customer journey mapping to enhance service delivery.
• Establish performance metrics to monitor the advancement of IT service portfolio maturity in alignment with business objectives.
• Ownership and management of the processes governing the provisioning, operationalisation, and retirement of Services within the Service Portfolio, leveraging the ServiceNow platform.
• Assume responsibility for the management of the My Services portal and oversee all ServiceNow workspaces accessible through the platform.
• Supervise, coordinate, and offer guidance for additions and updates to the IT service catalogue within the ServiceNow framework.
• Monitor the demand for services listed in the catalogue to ensure their continued relevance to evolving business needs.
• Identify prospects for process automation and improvements to elevate the customer experience.
• Conduct proactive monthly reviews of the utilization of existing catalogue items, integrating insights to add new items and enhance the catalogue.
• Collaborate closely with the Internal Engagement and Communications team to promote awareness of the IT service catalogue and any related changes.
• Ensure that newly operationalized services are effectively mapped to the IT infrastructure and that live catalogue items are optimized for use.
• Manage the list of User Personas utilized to define customer journeys for all requestable items available through the catalogue.

Beyond the primary role, you will also assume a leadership role in fostering a collaborative culture and cultivating an environment that enhances the well-being, health, and engagement of IT department employees. This will be achieved through visible leadership, effective people management, and a commitment to driving positive change.

Candidate Specification

Essential:

• Demonstrate a deep understanding of customer needs, preferences, and pain points to drive improvements in service delivery.
• Possess a strong background in crafting seamless and intuitive user experiences, ensuring that service interactions align with customer expectations.
• Leverage data analysis skills to derive insights from user interactions and usage patterns, shaping enhancements based on tangible evidence.
• Exhibit a proven ability to identify process bottlenecks and inefficiencies, with a track record of implementing solutions that streamline the customer journey.
• Collaborate effectively with cross-functional teams, leveraging diverse perspectives to design and implement customer-centric improvements.
• Display a penchant for innovation and automation, seeking opportunities to leverage technology to elevate the customer journey and service delivery.
• Communicate complex ideas and improvements clearly and persuasively to both technical and non-technical stakeholders, fostering a shared understanding of customer journey enhancements.
• Showcase an agile problem-solving mindset, adapting strategies in response to changing customer needs and dynamic business landscapes.
• Exhibit a commitment to staying updated with industry trends and best practices in customer experience design, incorporating new knowledge into your approach.
• Approach challenges with empathy and a willingness to adapt, ensuring that customer journey enhancements resonate with a diverse range of user personas.

Desirable:

• Possess a recognized and pertinent professional certification that underscores your expertise in the field, demonstrating a solid foundation for the role's demands.
• Showcase a history of effectively operating in intricate matrix environments, reflecting your ability to manage multiple stakeholders and variables concurrently.
• Offer a track record of successfully managing IT Service Portfolios, substantiating your capability to oversee the provisioning, operationalization, and retirement of services.
• Demonstrate your proficiency in implementing the ITIL (Information Technology Infrastructure Library) framework, highlighting your understanding of IT service management best practices.
• Exhibit familiarity and experience with the SDI (Service Desk Institute) framework, underscoring your competence in optimizing portfolios.

Personal Attributes:
We are looking for a team player and effective communicator, confident in their capability, whilst able to recognise areas for development. They must also be able to think creatively and should always seek new and more efficient ways to improve the function and associated processes.
They will have well-developed interpersonal and influencing skills and an ability to build collaborative relationships and manage a variety of stakeholders, each with differing requirements and challenges. It’s important that they can inspire trust and confidence and establish credibility through effective partnership skills by consistently delivering against commitments.

Equality, diversity, and inclusion

We put equality, diversity, and inclusion at the heart of our business, seeking to promote fair employment procedures and practices to ensure equal opportunities for all. We encourage individual expression in our workplace and are committed to creating an inclusive environment where everyone feels they can contribute.

Accessibility

We want you to perform your best at every stage in the recruitment process. If you are disabled or need any support to enable you to apply or attend an interview, please contact us at reasonable.adjustments@mottmac.com and we will talk to you about how we can support you.

Agile working

Happy to talk Flexible Working and how we can support your responsibilities beyond the workplace.

We offer some fantastic benefits including:

Health and wellbeing

• Private medical insurance for all UK colleagues.
• Health cash plan to support you with every day health costs and treatments.
• Access to Peppy, providing free support from menopause experts for all UK colleagues.
• A variety of wellbeing support is available through our comprehensive wellbeing program, including access for you and your family.
• Ability to flex your salary to opt into a wide range of health benefits, many of which can be extended to your family too.

Financial wellbeing

• We match employee pension contributions between 4.5% and 7%.
• Life assurance equal up to 4 x your basic salary, with an option to increase the level of cover to 6 x your salary.
• Our income protection scheme provides a financial benefit, as well as absence and return to work support due to long-term illness or injury.
• Flexible benefits, including increased life assurance cover, critical illness insurance, payroll saving and will writing.
• As an independently owned business we share the financial success of the business with all our colleagues in various ways including annual bonus schemes.

Lifestyle

• A minimum of 33-35 days holiday each year, inclusive of public holidays and dependent on level, with the ability to buy or sell leave through our flexible benefits programme.
• Holiday entitlement increased to a minimum of 35 days after 5 years’ service.
• Variety of employee saving schemes and discounts from high-street retailers.

Enhanced family and carers leave

• Enhanced family leave policies, including 26 weeks paid maternity and adoption leave, and two weeks paid paternity/partner leave.
• Our shared parental leave matches maternity leave meaning we pay up to 24 weeks at full pay.
• Up to five additional days leave are provided for those with significant caring responsibilities, two of which are paid.

Learning and development

• Primary annual professional institution subscription.
• A broad range of opportunities to enhance both technical and soft skills through mentoring, formal training, and self-development options.

Networks, communities, and social outcomes

• Join a wide range of groups including our Advanced Employee Networks which support our LGBTQ+, gender, race and ethnicity, disability, and parents/carers communities.
• Make a difference within our communities through our social outcomes.

Apply now, or for more information about our application process, click here.