Job Description:
SECURITY CLEARANCE: You will be subject to a BPSS check (including a criminal record check)
TRAVEL REQUIRED: Occasional travel within UK and international (with required travel Hamburg
LOCATION: Filton (80% of your working week must be office based)
TYPE: Full time
WHAT'S IN IT FOR YOU
Financial Reward: Competitive salary, annual profit share, contributory pension, share options, car leasing scheme, free onsite parking, season ticket loan, tax-free technology scheme, shopping discounts and much more
Work / Life Balance: 35 hour week, flexible working around core hours and Friday afternoons off, hybrid working, flexible working, option to buy/sell holiday
Personal Development: Personalised development plan, Airbus Leadership University and unlimited access to 10,000+ E-learning courses, internal mobility including international opportunities
Health & Wellbeing: Bupa health insurance (including assisted fertility treatments and gender dysphoria & reassignment support), wellbeing benefits (including 24/7 online GP and mental health support), discounted family health / dental insurance / eye tests, cycle-to-work scheme, on-site canteen and coffee shop, lunchtime yoga / meditation
Family and Caregiving: Life assurance, enhanced pay for maternity, paternity, adoption and shared parental leave and caregiving and purpose built maternity rooms on site
Inclusive Environment: Wellbeing room, Multi-faith room, Employee Representative Groups (Gender, LGBTQ+, International, Generational, Disability, Social & Cultural Diversity, Neurodiversity)
Our world is changing. And so are we. From our commitment to zero-carbon flight sustainability is at the heart of our purpose. So what's your next change?
Job Summary
Are you a proactive, autonomous, and curious IT professional with proven experience in operations and service management? Join our motivated team at Filton, UK, and play a key role in delivering and operating end-to-end solutions for our Digital Workplace, specifically focusing on Airbus ITSM development technologies.
We are looking for a team player to be the key partner in ensuring the reliability, efficiency, and availability of our systems environment, meeting and exceeding established SLAs. Acting as the core operational anchor for our ITSM ecosystem, ensuring seamless execution across critical ITIL streams, with a primary focus on Demand management of automating processes for internal Digital Workplace stakeholders.
The IT Operations Specialist within the Digital Workplace at Airbus is responsible for the governance and management of IT service requests in alignment with ITIL (Information Technology Infrastructure Library) best practices. This role ensures that service requests are accurately processed, tracked, and fulfilled while maintaining compliance with internal policies, regulatory standards, and governance frameworks. The specialist will collaborate with various internal teams, including Product and Proximity teams, as well as the internal and external stakeholders, to streamline request management processes and ensure the seamless operation of Airbus' digital workplace services.
HOW YOU WILL CONTRIBUTE TO THE TEAM
Help execute the complete lifecycle of IT service requests, from initiation to fulfillment and closure, ensuring alignment with ITIL’s Service Request Management process.
Ensure automated requests are accurately captured, categorized, and prioritized in the request management system.
Collaborate with internal Product and Proximity teams, and suppliers, to ensure that requests are processed within defined service levels and resolution times, adhering to ITIL best practices.
Participate in the ITSM upgrade process, ensuring that all service request management functionalities are updated and tested in accordance with Airbus' requirements.
Contribute to the development of new request management features by collaborating with Product and Proximity support teams to gather requirements from stories and translate them into functional specifications within the ITSM software.
Support the configuration, development, and enhancement of new service request workflows, ensuring they align with ITIL guidelines and best practices.
Coordinate with Digital Workplace service delivery suppliers and ITSM development teams to ensure that newly developed requests are integrated smoothly into the platform.
Ensure accurate and up-to-date records for all IT service requests in the Request Management System (e.g., ServiceNow), maintaining high data quality standards.
Conduct regular audits and data reconciliation to identify discrepancies, ensuring that request data reflects the true state of requests and their progress.
Enforce data governance practices for correct classification, categorization, and prioritization of service requests in line with ITIL standards.
Coordinate User Acceptance Testing (UAT) for ITSM software upgrades and new service request features, ensuring that all developed functionalities meet business requirements and ITIL best practices.
Collaborate with Digital Workplace Product and Proximity teams, along with ITSM development team, to validate new service request workflows and ensure they are effective and meet user needs.
Document UAT results and ensure that any identified issues are addressed before deployment.
Ensure that service requests adhere to Airbus' internal IT governance policies, industry regulations, and ITIL framework guidelines.
Conduct periodic audits of the request management process to verify compliance with governance standards and policies.
Monitor request trends and assess compliance with Airbus’ internal controls to mitigate risks related to request mismanagement.
Utilize reporting tools within the Request Management System (e.g., ServiceNow) to generate comprehensive reports on request status, trends, fulfillment performance, and SLA adherence.
Maintain thorough documentation of service requests, ensuring accurate records for audits and compliance purposes.
Provide management with insights on service request performance, governance risks, and opportunities for improvement at the DW monthly performance review meetings. These will be then managed by the DW performance manager.
Identify risks related to service requests, such as bottlenecks, delays, or compliance issues.
Collaborate with stakeholders, to address risks and ensure efficient handling of service requests.
Work to mitigate risks related to request fulfillment, ensuring that requests are handled promptly and in line with ITIL’s Risk Management guidelines.
Collaborate with internal relevant stakeholders to ensure a streamlined and effective request management process.
Act as the primary liaison between Airbus and supply chain, ensuring clear communication of request governance policies and ITIL best practices.
Provide guidance and training on request management processes and tools to ensure consistent and efficient request handling across teams.
Identify opportunities for process optimization and improvements in the service request management process, focusing on reducing lead times, increasing request fulfillment efficiency, and improving data accuracy.
Leverage automation tools and ITIL’s Continual Service Improvement (CSI) methodology to streamline request processing and reporting.
Stay current with ITIL advancements and updates to ensure continuous enhancement of request management practices and tools.
ABOUT YOU
A Bachelor's degree in IT (or equivalent experience).
Proven experience in IT Operations and service management, ideally within a large-scale enterprise IT environment.
Strong practical understanding and application of major ITIL processes (e.g., Incident, Request, Change Management etc.).
Experience with ITSM software development aspects including the workflow disciplines would be considered a plus.
Proven ability to diagnose system failures, troubleshoot complex technical issues, and ensure continuity of operations.
Knowledge of the Airbus application landscape is beneficial.
Experience in Agile project management and/or SAFe (Scrum Master) certification is a plus.
Autonomy, proactivity, and a strong sense of curiosity about people and new technologies.
Negotiation level proficiency in English; other languages are an asset.
How we can support you.
Many of our staff work flexibly in many different ways, including part-time. Please talk to us at the interview about the flexibility you need and we’ll always do our best to accommodate your request.
Please let us know if you need us to make any adjustments for the selection process – you can share this with your Talent Acquisition Partner if you are invited to interview. Examples may include (but not exclusive to) accessible facilities; auxiliary aids; room layout, etc. Any information disclosed will be treated in the strictest confidence.
As a Disability Confident Employer, Airbus UK will offer an interview to any applicant that considers themselves to have a disability or long-term condition and meets the minimum criteria of the role (as set out in the job advert). To opt in, just select the option during your application submission and our Talent Acquisition team will contact you.
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This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
Company:
Airbus Operations Limited
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Digital
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