Service Introduction & Change Engineer

We are looking for a Service Introduction & Change Engineer X 2 within the Technology Service Delivery function. You will be reporting to the Service Introduction & Change Manager you will ensure that new services and changes to existing services are appropriately managed within the PRH environment.

You will provide support to ensure smooth delivery of services and changes, minimizing impact to the end users and work collaboratively with our Project Management Office and technology Service Owners to ensure consistency, quality and integrity in the introduction of new and amended services.


We employ more than 10,000 people globally across 5 continents. It comprises almost 250 editorially and creatively independent imprints and publishing houses that collectively publish more than 15,000 new titles annually. Its publishing lists include more than 70 Nobel Prize laureates and hundreds of the world’s most widely read authors.


Key Responsibilities/Duties:

Service Introduction

  • Work within the Service Introduction process, providing suggestions to mature and enhance appropriately
  • You will champion Service Introduction methodology across Technology & Project Management teams ensuring security, monitoring & alerting, backup & resilience, technology training and user adoption training is considered in all new service implementations as well as retrospectively ensuring legacy system data is captured.
  • Working collaboratively with our Project manager & Technology Service owners to confirm that service specific work products developed meet the acceptance criteria and are considered prior to implementation and fit for purpose on delivery.
  • Maintain relevant document templates library and review standards and ensure adherence across Technology, for example service definition & runbook documents
  • Monitor our service documentation, ensuring updates are provided by Project manager & Technology Service Owners when required
  • Provide appropriate reporting as required in a timely manner


Change Management

  • Work within the Change Management process, mature and enhance appropriately
  • Chair and manage the Change Advisory Board (CAB) and Emergency CAB forums
  • Integrate with Global Change Advisory Board
  • Communicate with the business and senior management on the risks and issues of major changes
  • Define and maintain the standard change windows for all changes
  • Review, validate, prioritise, update and schedule all change requests
  • Conduct reviews on changes that have been implemented to verify that all steps were completed and the objective of the change was achieved
  • Analyses change records to determine any trends
  • Produces regular management reports
  • Promote change with project teams, managing the tracking of Service Readiness Criteria across all support teams, ensuring the status and progress of actions are clear and visible to all stakeholders from Service Definition through to BAU handover.


To be successful in this role, you will need to:

  • Experience of ServiceNow, ITSM and associated toolsets
  • Experience of backup & monitoring solutions
  • Experience of dealing with key business and technology stakeholders
  • Strong analytical skills & reporting
  • Ability to prioritise workloads
  • Ability to challenge where appropriate


About you:

  • Professional attitude and demeanour
  • Attention to detail
  • Excellent interpersonal and communication skills (oral and written), with ability to communicate with non-technical staff over technical issues with ease
  • Self-motivated with a ‘get things done’ type approach
  • Able to own important issues and resolve to customers satisfaction
  • Flexible approach, some out of hours work may be required
  • Commitment to the highest standards of customer service
  • Strong Team player


If you are interested, please apply with your covering letter and CV. All applications will be reviewed on an ongoing basis.

What you can expect from us:
Our employees are the heart of our business. We have a range of benefits to reflect our commitment to our employees, some of which are:
•    25 days paid holiday entitlement in year one, plus bank holidays
•    Medical cover
•    Life assurance
•    Cycle to Work scheme
•    Discounted gym membership
•    Personal Learning Allowance
•    Generous pension scheme
•    Summer working hours (role dependent) 
•    Volunteering policy and charity matching
•    Employee Assistance programme
•    Mentoring programme
•    Extended Parental Leave policy 
•    60% Discount on Company books
•    Each site has trained mental health first aiders 
•    We plant a tree for every new employee to our business

Our creativity is inspired by different perspectives, so we want our culture to be one of belonging, where everyone feels welcome and where differences are celebrated.

We partner with The Book Trade Charity, who provide financial assistance for people looking to get into the publishing industry; you can find more information and talk directly here:

Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively will not be eligible for a fee.

Company: The Random House Group Limited 

Country: United Kingdom 

State/Region: London 

City: London 

Postal Code: SW1V 2SA 

Job ID: 102282

[[customQuickApply]]102282The Random House Group Limited 

Date:  29-Jan-2021

London, LND, GB, SW1V 2SA

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