ITSM Process Manager - Service Transition / Delivery Process Manager - Doxford, SR3 3XPArriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day.We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with our new shareholder I Squared Capital who acquired Arriva in May 2024.We're hiring for a ITSM Process Manager - Service Transition / Delivery Process Manager to join our team on a permanent basis.As a key member of the team, reporting into the Service Transition Lead, youll play a vital role in ensuring that new or modified IT Services are successfully transitioned into the live operational environment. Youll manage and oversee processes to guarantee their efficiency and effectiveness for Arriva, while working closely with stakeholders at all levels. Your role will demand strong project management expertise, excellent leadership skills, and the ability to collaborate effectively across multiple teams to ensure smooth service delivery.This role is based from our Sunderland, a minimum of 2 days per week with the rest focusing on where you can best deliver, whilst still allowing for the required work life balance. The role operates Monday to Friday, 35 hours per week with 1 hour lunch per day.You may be required to work as part of an on-call rota as part of this role.Key responsibilities of the role:Effectively communicating with stakeholders, addressing concerns and providing regular updates.Identifying potential risks and developing strategies to mitigate them.Monitoring progress, analysing data, and producing reports to demonstrate progress.Ensuring all documentation related to the transition is accurately maintained and updated.Conducting reviews to identify areas of improvement for future projects.Working closely with cross-functional teams, including product, engineering, and customer experience, to ensure cohesive service delivery.Generating reports on process performance and provide insights to stakeholders.Proactively analyse and identify the root causes of issues and implement effective solutions to address them.Ensuring the delivery of a high-quality service, consistently meeting customer needs and exceeding expectations.What wed like from you! Were seeking candidates with proven experience in Service Design and/or Transition, along with an ITIL accreditation (specialist level or higher, or an equivalent qualification). Additionally, candidates should have hands-on experience with PRINCE2 and/or Agile project management methodologies, particularly within the context of Service Design and Transition.Candidates must also:Possess leadership skills and experience of managing stakeholders to deliver successful outcomes.Have experience of additional ITIL practices, including although not limited to: Risk Management, Incident Management, Request Management, Catalogue Management.Be comfortable working under pressure, specifically around project deadlines.Be a self-starter who can envision the bigger picture to ensure stakeholders are managed well throughout the process lifecycle.Have outstanding interpersonal and communication skills, able to communicate confidently across all levels of stakeholders.Possess excellent organisation skills.Finally, we're looking for candidates aligned to Arriva's values: caring passionately, doing the right thing and making a difference.What we can offer you in addition to a competitive base salary: True hybrid working - focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.A generous pension plan.Life Assurance plus access to one of the UK's largest networks of medical professionals (UK based colleagues).25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows.Access to our Employee Assistance Programme (EAP).Access to discounts and cash back through The Village' - our Online Reward Gateway.Eyecare vouchers.The opportunity to join our Employee Experience Forum - a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre.The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.Free Arriva bus travel for you and immediate family outside of London - T&C's applyAnd a truly wonderful team to be joining!Why work for us?Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience.Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference.Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated.We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better.The closing date for applications is Sunday 9 March 2025. Arriva Group reserve the right to close this vacancy early.