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Digital Technology
Corporate Services
KRA00000E Requisition #

A career at Arup offers you the chance to make a positive difference in the world. Independently owned and independently minded, we attract a diverse mix of people to work on ground-breaking global projects. We have an ambitious commitment to be the digital leader in the built environment and have digital teams and experts all over the world, who collaborate on world-leading software, data and technology projects and products. Being a global team means we value people with diverse experiences, backgrounds, specialisms and skills. 

Our Digital Technology team are proud winners of the IT Team of the Year for 2021 at the Chartered Institute of IT’s UK IT Industry Awards.

The role

We have an exciting opportunity for a service transition analyst to join our team. You will support the design, transition, operation, and continuous improvement of service transition services across our Digital Technology Group whilst driving incremental process maturity.

This is an exciting time to join and shape the future direction of this service. You’ll report into the service transition manager who is based in Leeds, UK.

“I love that I get to work in a diverse team with colleagues from all over the world who are passionate about making a difference. We each bring our own experience and perspective so there’s always something new to learn. I’ve built a strong network across different teams and we constantly help and support each other.”

Heidi, London, UK

You should apply if:

  • You are passionate about operational readiness and service delivery
  • You value career progression and are working in a diverse, global team
  • You want to be part of an ambitious team where you can influence ideas and improvements

The responsibilities of this role include:

  • Analyse operational acceptance within service delivery, by assisting in the design of processes
  • Ensure products and services can be supported within the live environment by our global support teams
  • Facilitate the steps involved in transition to support and ensure that our new/existing services meet customer expectations and operational readiness is agreed
  • Engage with key stakeholder groups from across the global community
  • Analyse and capture risks relating to new, changed or retired services
  • Review and contribute to documentation relevant to services e.g. design of support models, service acceptance criteria, service transition, standard operating procedures, SLAs, OLAs
  • Own and manage multiple transition projects ranging from small scale to extra large
  • Recommend continuous improvements to processes and ways of working based on process improvement feedback from client groups
  • Assist with acquiring, reporting and documenting quality service metrics as required to support and highlight operation stability across the relevant service groups
  • Research and evaluate emerging technologies and automation in the Customer Services domain
  • Ensure that all operational services and all services being prepared for operational running are recorded within the service catalogue
  • Responsible for working with team members to learn or educate on new processes or skills

Please don’t be discouraged if you don’t meet every point below – if you meet most and are strongly motivated by the role and willing to learn, we are still interested in hearing from you.

Requirements and skills

Essential skills and knowledge:

  • Familiar with operational acceptance and service transition activities
  • Experience in supporting service releases into production (including documentation)
  • 3-5 years’ experience in relevant Service Management roles (e.g. change management, service operations, service transition, service delivery)
  • Ability to liaise with senior stakeholders and adapt accordingly
  • Strong analytical and technical skills supported by excellent written and verbal communication, including authoring reports and other documentation
  • Exceptional interpersonal skills, including teamwork, collaboration and facilitation


  • Service management tooling awareness (preferably ServiceNow)
  • Requirements capture and analysis
  • Process modelling and documentation (e.g. BPMN)
  • Track record of success in team environments
  • ITIL certification in service management foundation level (or related equivalent qualification)

Required behaviours:

  • A passion for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued
  • High energy, motivated, open-minded and willing to embrace innovation and new technology
  • Works under minimal supervision and will have defined areas of responsibility
  • Be creative, accurate and inventive in your work

Reward and Benefits: 

  • Work on the highest-profile global projects
  • Stable employment on the basis of full-time job contract
  • Supportive and friendly work atmosphere, great team
  • Relevant trainings and development opportunities (also abroad)
  • Attractive benefits package (medical care, multisport card, language courses, profit shares scheme)
  • This role can be based out of our Krakow or Warsaw office. Our Warsaw office is conveniently located in the Gdański Business Center complex

No agencies please

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