IT Service Management Specialist

Oil Authority; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

Parental leave

Retirement benefits

Job summary

bp (BP) is seeking an IT Service Management Specialist to join a global team delivering Technology Support services and shaping how ITSM capabilities drive value across the bp EV business.

You will drive incident resolution, develop service offerings, and maintain a coherent service catalogue while collaborating across technology, finance and operations. This hybrid role offers global exposure and continuous learning opportunities.

Qualifications

• 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).

Responsibilities

• Drive the resolution of incidents and major incidents within the bp EV business.
• Lead on design, implementation and documentation of service artefacts and outputs.
• Publish up-to-date service catalogue in alignment with Technology Support offerings.
• Own the service configuration management framework and oversee changes.
• Review service designs to ensure they deliver business value and remain fit for purpose.
• Present analysis, dashboards and strategic insights to leadership.
• Support continual improvement across operational support practices.
• Participate in Technology projects to ensure IT Service Management is represented.

Skills

ServiceNow CSDM

ITSM

ITIL Foundation

Azure DevOps

Visio

Tools

ServiceNow

Azure DevOps

Visio

Job description

TechnologyIT&S Group

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.

Let me tell you about the role

As an IT Service Management Specialist, you will be part of a high-performing global team dedicated to delivering the Technology Support service portfolio, including defining and documenting service offerings and co-designing fit for purpose support practices with cross-functional teams.

You will play a key role in bp’s digital transformation journey, driving operational excellence and unlocking greater value from our technology platforms. This position provides continuous learning and global collaboration opportunities, empowering you to grow your technical expertise and make a significant impact across the enterprise.

What you will deliver

• 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.

What you will need to be successful (experience and qualifications)

Qualifications

• 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)

Essential skills

• 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

Why join us?

At bp, we support our people to grow in a diverse and exciting environment. We believe that our team is strengthened by diversity.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

Up to 10% travel should be expected with this role.

Relocation Assistance

This role is not eligible for relocation.

Remote Type

This position is a hybrid of office/remote working.

Skills

• 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

Future Location Notice: This role will start in Sunbury, London. bp has announced a planned office move to Timber Square, London, with all positions currently advertised in Sunbury, including this one, expected to relocate around Q4 2027-Q1 2028. This presents an exciting opportunity for all employees and leaders to come together in one London location. The specific date of the move will be confirmed closer to the time.

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.