Technology Service Operations Engineer
About The Position
We are looking for a Technology Service Operations Engineer to support the end-to-end technology services behind bp’s global EV charging operations. Working alongside the EV Technology Support Lead, you will help maintain an accurate view of the technology portfolio, with a primary focus on the US. You will support service operations, systems and application integrations in ServiceNow, access governance, incident management, risk management, and business continuity. This is a highly collaborative role that connects technology teams, business stakeholders, and external suppliers. It is ideal for someone who enjoys solving operational challenges, improving technology services, and working in a fast-moving global environment.
Requirements
- Hands-on experience managing ITSM processes, including incident, problem, change, and request management.
- Experience working against SLAs and producing service reports and metrics.
- Experience with ServiceNow ITSM, CSDM, or CMDB is strongly preferred.
- Experience with another ITSM platform may also be considered.
- Understanding of the full service or product lifecycle, from delivery and live operations through retirement.
- Knowledge of disaster recovery, business continuity, or crisis management.
- Strong analytical and problem-solving skills, including the ability to identify trends and root causes across incidents and systems.
- Excellent written and verbal communication skills.
- Ability to build effective relationships with internal stakeholders and external suppliers.
- Experience working in Agile environments and familiarity with Waterfall delivery.
- A practical, collaborative approach and the ability to navigate operational challenges.
- ITIL v4 Foundation certification or higher.
- Familiarity with Agile and Waterfall delivery methodologies.
- Experience with ISO 27001.
- ServiceNow experience is strongly preferred.
- DRM/Nova system qualification is desirable.
Nice To Haves
- Experience or knowledge of EV business architecture.
- Interest in electric vehicle technology and emerging technology trends.
- Understanding of security standards and best practices.
- A customer-focused and commercially minded approach.
Responsibilities
- Support the global EV charging activity model in ServiceNow.
- Manage core services throughout their lifecycle, including onboarding, ongoing operations, SLAs, and decommissioning.
- Support incident and problem management processes, identifying trends, root causes, and appropriate solutions.
- Help ensure incidents and service requests are managed within agreed SLAs.
- Manage and regularly review system access using a least-privilege approach.
- Work with third-party suppliers and participate in service performance and quarterly contract reviews.
- Support risk management activities, including maintaining risk registers, mitigations, preventative actions, and financial exposure information.
- Participate in disaster recovery and business continuity activities, including testing and runbook execution.
- Build strong working relationships with internal stakeholders, technology teams, and external suppliers.
- Represent Technology on project and program boards when needed.
- Document and communicate technology requirements, standards, processes, and plans across the organization.
Benefits
- flexible working options
- a generous paid parental leave policy
- excellent retirement benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
