Service Transition Manager

Working into the Service Design and Architecture Lead within the Managed Services portfolio, the Service Design and Transition Manager has responsibility for service design and transition activity of Client Service functions, which enable and support the delivery of high-quality service to end users in line with business requirements.

Ensuring that design standards, design governance, and priorities are managed in order to ensure business as usual activity whilst delivering agreed, specific transformation deliverables which secure the stability and sustainability of the service against the demand profile and assigned budget.

Key Responsibilities - within Methods Portfolio Delivery

• Supporting Methods business strategy for creation and enduring delivery of Portfolio Offerings for Service Management
• Responsible for knowledge management activities in the support of Service Design and Transition activity to delivering Managed Services
• Input into skills management activities in the support of Service Design and Transition aligned to delivering Managed Services
• Provide opportunities for business growth by providing collateral aligned with Methods bid strategy for Managed Services
• Responsible for Service Design and Transition activities when utilised within client delivery

Key Responsibilities - within Client Delivery

The Service Design and Transition Manager is responsible for the management of changes to live service, be that via the introduction, amendment, or retirement of services. Reviews incoming capabilities and determines whether they are fit for purpose, assessing readiness against agreed service acceptance criteria. Works with project teams, navigating them and their capability through the single path to live and into live service. Coordinates and controls go-live, early-life support and service acceptance. Responsible for ensuring that the path to live and the acceptance criteria are understood by wider operations.

• Ensures that any changes to live services are carried out in a controlled fashion
• Ensures that any changes are efficient and effective by following the standard, industrialised approach
• Contributes to the efficiency & effectiveness of service delivery by ensuring the adherence to discrete standard service models and the consideration of non-functional requirements during on-boarding
• Works alongside the project and delivery teams to assemble the collateral needed for the Impact Phase
• Runs the Impact Assessment exercise and ensuring that the necessary actions are identified
• Commissions and coordinates the build activities required from specialist functions (eg Tooling, Service Design, Service Operations)
• Plans, tracks, and reports on Knowledge Transfer from delivery to support teams
• Liaises with Live Services and project teams for the fulfilment of Acceptance into Service criteria
• Raises Requests for Change (RFC) in the ITSM toolset
• Controls and coordinates the Go/No Go and Key Decision Points
• Manages Early Life Support arrangements
• Coordinates with Live Services around final closedown & handover activities

Essential Skills

• Demonstrable qualifications and experience working and practicing ITIL Service Design/Architecture and Service Transition Management
• Knowledge of the ITSM toolset (preferable directly with ServiceNow, Confluence & Jira tools)
• Solid and evidenced experience of working in complex environments and ideally with Agile experience.
• Strong written, verbal and communication skills
• Excellent attention to detail
• Ability to work with stakeholders at all levels within the organisation.
• Able to drive agenda with SMEs and key stakeholders.
• Self-motivated and driven and can work with minimal supervision.
• Ability to work under pressure and meet deadlines while handling multiple tasks.
• Proficient in Microsoft Suite including, Word, PowerPoint, Excel
• Must be eligible for BPSS clearance

Bonus Skills

• Public sector experience
• Qualifications and experience in any additional IT best practice frameworks and standards such as ISO20000, SAFe, MOF 4.0, LEAN and Lean Six Sigma, COBIT, TOGAF
• In conjunction with the Service Transition and Release Manager, responsible for onboarding and offboarding of Service Design Practice community resources.
  • Conduct impact assessments and evaluate new demand requests providing a clear response of effort and impacted areas.