[What the role is]

[What you will be working on]

1. Training & Capability Development

• Coordinate and support the implementation of structured technical training programmes aligned with organisational needs

• Work with system owners, subject matter experts, and training providers to support the preparation of user guides, learning resources, and training materials, where required

• Align training plans with competency frameworks and certification requirements, where applicable.

2. ITSM Workflow Transformation

• Support the migration of existing workflows and processes to ITSM platforms

• Translate operational processes into digital workflows (e.g. incident, change, service request, maintenance tasks) in consultation with process owners and platform teams

• Support requirements gathering, testing, and workflow rollout in collaboration with platform teams and vendors.

• Support user readiness and adoption for ITSM-enabled workflows in collaboration with process owners, platform teams, and vendors

3. Programme Delivery & Continuous Improvement

• Support capability development initiatives through implementation, feedback, and performance tracking

• Use appropriate learning methods and tools, including digital approaches where suitable

• Align capability development efforts with system enhancements and operational changes

4. Competency & Certification Management

• Support the administration and periodic review of competency frameworks and certification tracking

• Identify capability gaps and recommend targeted development interventions

5. Change Management & Stakeholder Engagement

• Support user adoption and knowledge transfer for ITSM-enabled workflows

• Collaborate with internal teams, training providers, and vendors to support implementation and adoption

[What we are looking for]

Core (Must-Have)

• Trained in Engineering or related discipline

• Experience in engineering or operational environments involving mission-critical or high-reliability systems

• Experience in capability development, knowledge transfer, or training support

• Ability to coordinate capability development initiatives, manage stakeholders, and facilitate knowledge transfer in an operational environment

• Strong stakeholder engagement and communication skills

Preferred (Good-to-Have)

• Experience with ITSM platforms or workflow digitalisation

• Knowledge of ITIL processes (Incident, Problem, Change, Service Request)

• Familiarity with digital learning tools, simulation systems, or LMS platforms

• Experience in competency frameworks or certification processes

• Experience working with vendors and external partners

• Awareness of relevant regulatory or industry standards would be advantageous.

Key Competencies

• Strong technical foundation and ability to support user adoption, knowledge transfer, and stakeholder coordination

• Structured and analytical, with a focus on continuous improvement

• Effective communication and stakeholder management skills

• Proactive, adaptable, and able to work effectively in a changing operational environment