IT Service Management Specialist

BP PLC; Sunbury-on-Thames; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

Generous paid parental leave

Excellent retirement benefits

Job summary

BP plc is seeking an IT Service Management Specialist to join a high-performing global team, supporting the bp EV business ITSM responsibilities and translating stakeholder needs into fit-for-purpose service offerings. The role offers opportunities for global collaboration, continuous learning, and development across technology platforms.

You will drive incident resolution, contribute to service design, and participate in projects to ensure ITSM is represented and aligned with bp’s digital

Qualifications

• Proven experience in ServiceNow CSDM and ITSM.
• Understanding of ITIL practices; Foundation cert optional; knowledge of service design.

Responsibilities

• Drive resolution of complex incidents and Major Incidents for bp EV business.
• Define and document service offerings and support models.
• Lead design, implementation and documentation of artefacts and outputs for IT Service Management.

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

Education

ITIL Foundation (optional)

Tools

ServiceNow

Azure DevOps

Visio

Job description

Entity:TechnologyJob Family Group:IT&S GroupJob Description: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 withYou 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 roleAs 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 deliverDrive 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 offeringsOwn the service configuration management framework and oversee new or changing configurationConduct periodic reviews of service designs to ensure they are fit for purpose, continue to align with best practice and deliver expected business valuePresent 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 practicesParticipate in Technology projects as required to ensure IT Service Management is represented.What you will need to be successful (experience and qualifications)QualificationsProven experience in ServiceNow CSDM and ITSMUnderstanding of ITIL Practices with a Foundation certification optional and knowledge of Service Design principlesExperience using Service Management, Azure DevOps and process mapping tools (ServiceNow, Azure and Visio)Essential skillsMotivated by the challenges of solving complex problems and a passion for making things happenRelationship building with strong communication/collaborative skillsCustomer-centric advocateEvidence and data drivenAI forward thinkingBusiness analysis including requirements managementWhy 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.Reinvent your career as you help our business meet the challenges of the future. Apply now!Travel RequirementUp to 10% travel should be expected with this roleRelocation Assistance:This role is not eligible for relocationRemote Type:This position is a hybrid of office/remote workingSkills: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.Expand job descriptionDisclaimerThis is a high-level summary only of terms and current discretionary benefits applicable to certain roles. Some rewards, benefits and policies are at managers’ discretion and vary depending on where you work within the business. All terms subject to contract and all discretionary benefits subject to policy and eligibility.