IT Specialist

IT Specialist - Service Portfolio Management

**Country**:United Kingdom**Position Location**:Newcastle, United Kingdom**Contract Type**:Permanent**Work Pattern**:Full Time**Sector**:Corporate services**Discipline**:Information technology**Job Ref**:2639**Recruiter Contact**:Martin Keown**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**:P**rogress, **R**espect, **I**ntegrity, **D**rive, **E**xcellence.**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.**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