Key Notes
TfL service mobilisation requires incumbent procedures and operational knowledge to be turned into a documented ITIL framework. The on-site Redhill role concentrates on process assessment, design, knowledge capture and early adoption, with limited long-term operational involvement. Extensive ITIL infrastructure-process experience, ITSM transformation and ITIL v4 knowledge are essential; transport-sector and ServiceNow/BMC Helix exposure are desirable.
What You'll Work On
- Assess current operational processes, workflows, support models and governance controls and identify readiness and auditability gaps.
- Design ITIL-aligned future-state process architectures, process maps, RACI models, governance forums, controls and KPIs.
- Convert incumbent supplier knowledge and legacy procedures into structured process documentation, SOPs and training material.
- Lead process onboarding, training, readiness validation and continual-improvement roadmaps through early operational adoption.
Why This Role Matters
- TfL’s incoming service organisation inherits undocumented practices and supplier knowledge; process assessment identifies gaps in responsibilities and procedures before the new support model is adopted.
- Operational teams use documented ITIL procedures, escalation paths and responsibility maps, making formerly tacit knowledge available for consistent service delivery and audit review.
What They Are Looking For
- Experience: Extensive design, implementation and improvement of ITIL-based infrastructure service-management processes is essential.
- Experience: ITSM transformation, transition, mobilisation or service-improvement programme experience is essential.
- Technical: ITIL v4, operating models, governance frameworks, RACI and operational procedures are essential.
- Experience: Process/maturity/gap assessment and converting operational knowledge into process documentation, SOPs and training materials are essential.
- Stakeholder: Workshop facilitation, business analysis, stakeholder interviewing and executive/operational/audit documentation skills are essential.
- Preferred: Regulated or mission-critical sectors, enterprise ITSM tools, ISO 20000, supplier transition, change adoption, assurance or Lean/Six Sigma/BPM experience is desirable.