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Digital Technology
Corporate Services

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.  

The Role  

We are seeking an experienced service transition leader to join our customer services team in Digital Technology (DT). You will be responsible for facilitating a range of objectives to meet the service transition operational readiness reviews and the delivery of excellent customer services for internal and external customers. The role reports to the customer services service leader based in the 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 have a passion for service improvement and want to make a difference in this space
  • You enjoy collaborating in a diverse team on a global scale and sharing your knowledge with others
  • You have strong interpersonal and communication skills

Responsibilities of the role include:

  • Lead the definition and governance of the service strategy, ensuring it aligns with the strategy and goals of customer services, DT and the wider business
  • Promote service transition process across DT and keep stakeholders consulted and informed where applicable
  • Create and promote best practice service transition guidance and ensure it is followed
  • Enable and add value to the business relationships we manage
  • Understand business processes and provide guidance in line with the business and DT strategy in relation to service transition
  • Govern new business requests and ensure they are triaged and supported accordingly through the service transition process
  • Engage regularly with security, purchasing, data privacy, architecture and other service teams
  • Be responsible for the performance and development of others, providing guidance, training, motivational and directional feedback
  • Ensure busines change tasks and objectives are met by driving an excellent customer service focus

Requirements and skills 

Essential skills and knowledge:  

  • Significant experience in a customer service support role
  • Experience supporting the transition/implementation of new or modified services
  • Strong communication skills and the ability to address different points of view
  • Ability to build strong stakeholder relationships at all levels on a global scale
  • Excellent understanding of service management best practices such as ITIL
  • Good understanding of the project management lifecycle as well as different development ways of working
  • Experience in producing reports and other documentation to a high quality
  • A focus on customer satisfaction and high-quality service delivery, with strong interpersonal and team building skills

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


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.
  • Ability to be creative, accurate and inventive in your work
  • Excellent written/verbal communication skills with both non-technical as well as technical audiences managing successful communications with governance boards and stakeholders
  • Ability to empower others to succeed, giving staff the confidence and support to thrive, develop and excel at what they do
  • Self-starter, pragmatic, flexible and comfortable with ambiguity, able to align business and DT vision to deliver clarity
  • Works independently and able to take feedback and act on it

Rewards and Benefits

We offer a competitive salary at all levels, and one of the best benefits packages in our sector

Core benefits include cover under the UK Healthcare Plan (private medical insurance), Life Assurance, Accident Insurance, and Income Protection (long term disability) cover. Core benefits are funded by us and made available to all permanent staff in order to support and safeguard your financial, physical, and mental wellbeing. You will also have access to Choice Benefits to help with your work/life balance and financial security.

In addition, all permanent employees are eligible for the Global Profit Share scheme. Subject to scheme rules employees can receive two Profit Share payments per year, which are dependent on the firm’s financial performance.

Shape your time with us

Our goal is to shape a better world. And to do that, we need to make Arup a phenomenal place to work for everyone. If we want to solve problems for people around the world, we must seek and attract the best people from the widest talent pool and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. This includes people with disabilities, so please discuss any adjustments that you may require throughout the selection and assessment process with your recruitment contact.

At Arup, you’ll be a welcomed member of the team with opportunities to participate in cultural and social events with the local community (e.g. as a STEM ambassador) or by joining one of our staff networks for women, culture or LGBT+ people. You’ll have access to a range of flexible working options – whether you’re a parent, a carer, a student, or just have a busy lifestyle - we recognise it’s not always easy to commit to standard working hours so if you're interested in flexible working, please let us know when you apply, and we'll discuss how this could work in your role.

Join us in shaping a better world.

We are an Equal Employment Opportunity (EEO) employer and welcome all qualified applicants. You will receive fair and impartial consideration without regard to sex, race, religion, national origin, age, sexual orientation, disability, veteran status, genetic data, or other legally protected status. We recognise that not all disabilities are visible and will make reasonable adjustments to cater for diverse applicants in the selection and assessment process.

What happens next?

If this could be the next step in your journey, please apply online. All applications will be considered, and we will try our very best to respond to you within 72 hours of receiving your application.

No agencies please

Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process.


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