Service Transition Lead - Fusion

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As part of the Fusion programme, we are implementing Oracle Cloud HCM, including the Oracle HR Helpdesk module. We are seeking a Service Transition Lead to support the transition to the new system and ways of working for all our impacted colleagues, within People Services and throughout the organisation.

The Service Transition Lead is accountable for ensuring the controlled and effective transition of new and enhanced People services into Business as Usual (BAU) operations as part of the global implementation. The role focuses on operational readiness, stability, and adoption—ensuring that Oracle enabled HR services are fully supportable, clearly owned, and embedded into the People Function’s operating model from day one.

Acting as the bridge between programme delivery and live operations, the role ensures that HR case management, employee self service, workflows, and knowledge are delivered as coherent, end to end services aligned to business needs. We anticipate this role will be a 2 year fixed-term contract.

• Lead service transition and operational readiness for the global implementation of Oracle Fusion HCM, including Oracle HR Help Desk.
• Drive the completion of production acceptance activities, confirming that all entry criteria for go-live and service introduction are fulfilled, including documentation, support models, monitoring, and operational procedures and that internal governance processes are followed including approvals from Change Advisory Boards.
• Drive implementation of the end-to-end support model across technology and People service tiers working in partnership with the Technology Service Introduction Lead. Ensure clear ownership, responsibilities, and escalation paths are established across internal teams, suppliers, and third parties, enabling a smooth transition into BAU support.
• Ensure operational readiness for go live and BAU, including UAT/SRT participation, readiness assessments, cutover inputs, hypercare, and transition to steady state operations.
• Lead the coordination of Technology Service Introduction activities, working closely with Technology Service Introduction teams to ensure all technology components are fully prepared for transition into support. Ensure that service readiness criteria are clearly defined, evidenced, and met ahead of production deployment, including alignment to DTG operational standards.

• Proven experience leading service transition and operational readiness for enterprise scale technology implementations.
• Strong experience with Oracle Fusion HCM and hands on operationalisation of Oracle HR Help Desk or equivalent HR case management solutions.
• Solid understanding of global HR service models, employee lifecycle services, and HR operations.
• Demonstrated capability designing and embedding service management practices, including SLAs, KPIs, hypercare, and knowledge management.
• Experience transitioning from programme delivery into stable BAU operations within complex, global environments.
• Ability to build strong relationships with stakeholders across all levels.
• Leadership: builds a high-performing service culture (coaching, QA, calibration, recognition).
• Fosters team collaboration; embraces diversity and inclusion and actively seeks diverse perspectives.

At Arup, we care about each member’s success, so we can grow together. We provide a competitive, fair and equitable pay package, opportunities for learning, health and wellbeing benefits, private medical insurance, life insurance, accident insurance, income protection, and flexible benefits to support your wellbeing.

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. Our internal employee networks support our inclusive culture.