Service Introduction Engineer (12-month FTC)

Are you passionate about ensuring seamless service delivery and adept at managing change in a dynamic environment? We are looking for a dedicated Service Introduction Engineer to join our Service Introduction and Change team on an initial 12-month FTC. Reporting to our Service Introduction & Change Manager, you will play a crucial role in managing new services and existing services, ensuring minimal impact on end users. Your expertise will support the smooth delivery of services by working closely with our Technology Service Owners, maintaining consistency, quality, and integrity. You will champion Service Introduction methodology across our Technology and Project Management teams, ensuring that security, monitoring, backup, resilience, and user training are integral to all new service implementations.

Key responsibilities:

• Collaborate with Project Managers and Technology Service Owners to ensure service-specific work products meet acceptance criteria, are fit for purpose, and ready for implementation.
• Maintain and review document templates and standards, such as service definition and runbook documents, to ensure adherence across Technology.
• Monitor and update service documentation in collaboration with Project Managers and Technology Service Owners as needed.
• Provide timely and appropriate reporting as required.
• Conduct post-implementation reviews to ensure all steps were completed and objectives achieved.
• Promote change within project teams by managing the tracking of Service Readiness Criteria, ensuring clear and visible status and progress to all stakeholders from Service Definition through to BAU handover.

What you will bring:

• Experience with ServiceNow, ITSM, and associated toolsets.
• Strong stakeholder management and analytical skills.
• Commitment to the highest standards of customer service.
• Background as either an Analyst seeking career development or an established Engineer looking for a new environment.

Application instructions:

Please apply with your CV by 11:59pm on Friday 21st March. Please note we are looking for someone to join the team as soon as possible, but we are also happy to accommodate a reasonable notice period for the right candidate. We anticipate a two-stage interview process which will include a virtual first-stage interview and in-person second stage interview. We are happy to discuss this further with you throughout the recruitment process.

What you can expect from us:

Our people are the heart of our business, and we work hard to support a culture of responsibility and recognition. Our benefits include:

• Financial – income protection, life assurance, childcare allowance
• Wellbeing – healthcare cash plan, critical illness cover, health checks
• Lifestyle – enhanced parental leave, tech scheme, free and discounted books

While our offices across the UK are places to connect, collaborate and celebrate with colleagues, we recognise that flexibility around where you work is just as important. Hybrid working is our current practice with time spent working from home or in our London office. Time required in the office will vary depending on projects and collaborative working sessions, and we are happy to discuss this during the interview process.

About Penguin:

We’re the UK’s largest publisher; made up of some 2,000 people and publishing over 1,500 books each year. Our doors are open to all kinds of talent. In a constantly evolving industry, we work hard to stretch the definition of the word publisher. Here, you’ll work with a breadth of talent who all play their part to make each of our books a success. Together, we make books for everyone because a book can change anyone.

As a Disability Confident Committed organisation, we offer interviews to candidates with a disability who meet the essential criteria for the role, and opt-in on their application form. The essential criteria for this role are listed as part of the ‘What you will bring’ section. There may be times when the volume of applications means we cannot take all eligible candidates to interview. We encourage you to tell us about any reasonable adjustments you may need by emailing. Remember, you only need to share what you are comfortable to for us to support your request. Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.