IT Specialist - Service Portfolio Management

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.

We can offer (subject to Company’s policy):

- Agile and safe working environment

- Competitive annual leave and sick leaves

- Group incentive scheme

- Group term life insurance, Workmen’s compensation and Group medical insurance coverage

- Short and Long-term Global employment opportunities

- Global collaboration and knowledge sharing

- Digital Innovation and Transformation

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 have the opportunity to contribute.

Agile working

At Mott MacDonald, we believe it makes business sense for you and your manager to choose how you can work most effectively to meet your client, team and personal commitments. We embrace agility, flexibility and trust.