Service Management Transformation Partner

Electricity Supply Board; Dublin; Hybrid; EUR 70,000 - 95,000; Full time

Job summary

ESB is seeking a Service Management Transformation Partner to drive adoption of consistent service management practices and new capabilities across Enterprise Services. The role collaborates with Business Transformation Leads to translate strategy into practical change and deliver measurable business outcomes.

Acting as a trusted partner, you will work with cross-functional teams to embed transformation initiatives, improve ways of working and deliver value-focused change across the

Qualifications

• Experience and Qualifications: 3 years in service management, operations, project support or transformation.
• Strong organisational and coordination skills with ability to handle multiple activities.
• Excellent communication and interpersonal skills for cross-team collaboration.
• Detail-oriented with structured documentation and delivery approach.
• Ability to learn quickly in a transformation environment and be a proactive team player.
• Experience with service catalogue, processes or operational improvement activities.
• Knowledge of Service Management concepts (service catalogue, workflows, knowledge).
• Familiarity with knowledge management practices or documentation standards.

Responsibilities

• Support the delivery of Service Management initiatives aligned to the Enterprise Services operating model and strategic direction.
• Assist in developing and maintaining service catalogues, including service definitions and documentation.
• Support documenting and standardising service workflows and processes.
• Contribute to knowledge articles, structures and content to support service delivery and user experience.
• Support use of enabling technologies with accurate data, documentation and process inputs.
• Assist in stakeholder engagement activities including workshops, communications and requirements gathering.
• Track and report progress, risks, dependencies and outputs across activities.
• Support delivery of process improvement initiatives and opportunities.

Skills

Stakeholder engagement

Delivery management

Service management

Cross-functional collaboration

Documentation

Problem-solving

Project coordination

Job description

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Service Management Transformation Partner

Vacancy Number: 29287

Category: Business

Job Type: Full-time

Position Description

The Enterprise Services Strategy & Transformation team has been established to enable the successful delivery of Enterprise Services' strategic priorities and transformation roadmap. Bringing together Strategy and Service Management Transformation, the team provides the capabilities needed to design, coordinate and deliver transformation at scale.

At the center of this transformation is the Service Management Programme, which is driving the adoption of consistent service management practices, improved ways of working and new capabilities across Enterprise Services. Service Management Transformation Partners play a critical role in this journey, working with Business Transformation Leads and stakeholders to translate strategy into practical change and deliver meaningful business outcomes.

As part of the Enterprise Services Strategy & Transformation function, the role works across teams and functions to turn strategic priorities into practical, measurable outcomes. Working closely with the Service Management Transformation Lead, the successful candidate will help shape, deliver and embed transformation initiatives that strengthen service management capability, improve ways of working and support the evolution of Enterprise Services.

Acting as a trusted transformation delivery partner, the role collaborates with Business Transformation Leads, cross-functional teams and stakeholders across Enterprise Services to identify opportunities, coordinate delivery activities and support the successful implementation of strategic change. The role requires strong stakeholder engagement, problem-solving and delivery skills to help navigate complexity, manage dependencies and ensure transformation activity delivers meaningful business outcomes.

The successful candidate will support the delivery of the Enterprise Services transformation roadmap while helping to establish consistent service management practices, embed new capabilities and support the development of a more integrated, effective and value-focused Enterprise Services organisation.

Key Responsibilities

• Support the delivery of Service Management initiatives aligned to the Enterprise Services operating model and strategic direction.
• Assist in the development and maintenance of service catalogues, including service definitions and supporting documentation.
• Support the documentation and standardisation of service workflows and processes.
• Contribute to the development and maintenance of knowledge articles, structures and content to support service delivery and user experience.
• Support the use and alignment of enabling technologies through accurate data, documentation and process inputs.
• Assist in stakeholder engagement activities including workshops, communications and requirements gathering.
• Track and report on progress, risks, dependencies and outputs across assigned activities.
• Support delivery of process improvement initiatives and opportunities.

Experience and Qualifications

• 3 years’ experience in a relevant role (e.g. service management, operations, project support or transformation).
• Strong organisational and coordination skills, with the ability to support multiple activities.
• Good communication and interpersonal skills, with the ability to work collaboratively across teams.
• Detail-oriented with a structured approach to documentation and delivery.
• Ability to learn quickly and adapt within a transformation environment.
• Strong team player with a proactive approach to supporting delivery.
• Experience supporting service catalogue, process or operational improvement activities.
• Familiarity with Service Management concepts (e.g. service catalogue, workflows, knowledge).
• Exposure to knowledge management practices or documentation standards.
• Experience working with business systems or supporting technology-enabled processes.
• Lean / Operational Excellence training or exposure.

Location

This position will be based in ESB Head Office, 27 Fitzwilliam Street, Dublin 2.

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

Why Work with Us?

• Opportunity to lead Ireland’s transition tonet zero carbon future
• Career developmentthrough mentoring andtraining
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Access to staff well-being programmes
• Generous parental leave entitlements
• Strong values-based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Closing Date

29th October 2026

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

Your application will be held in reserve for 6 months should you be suitable for the role.

The successful candidate will be required to evidence their right to work in the Republic of Ireland prior to commencement of employment.

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, [e-mail].

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.