Current Vacancies

City Designer... Buckinghamshire... 45000...
Salesforce Administrator / Eng... Amsterdam... 60 000...
Marketing and Data Specialist... Central London... 65000 ...
Business Analyst... Central London... £55,000...
Technical Support Engineer... Berkshire, Wokingham... Up to £50k + bonus + benefits...
1st Line Support Consultant... Godalming, Surrey... Up to £25k + excellent benefi...

Cookie Control

This site uses cookies to store information on your computer. By using our site you accept the terms of our Cookie Policy.

Service Transition Manager (12 month fixed term contract – maternity cover) £75-80k base + benefits Central London

Annual Salary: £75-80k base + benefits
Job REF: D1579
Published Date: 12-10-2018

The Role

Reporting to the Director of Business Systems and Process, the Service Transition Manager is responsible for ensuring the successful transition of new or changed services from sale, through the project phase and into normal service support, ensuring the relevant support teams are fully equipped to deliver services according to SLA. They will also own the comprehensive end to end Service Transition Process as well as ensuring there is continuous review and improvement to the process.

The Service Transition Manager will define and drive to completion all aspects of a service solution related to the transition of that Service, liaising with all required Internal Teams, Suppliers and being a key member of the customer facing team through the post sales process and into business as usual support. They will work closely, and build key relationships within, Project Management, Business Development, Account Management, Service Delivery Management, DevOps, Business Analysis, Managed Services and Support Service teams.as well as Suppliers and Customer contacts to ensure that all Service Transition elements of a service solution are documented, approved, tested and delivered.

Background, Experience and Skills

This role requires a strong background in Service Transition, ideally in a Managed Services environment, and a technical understanding, with the ability to interact with customers at all levels of seniority in order to understand and deliver against their expectations.

The ideal candidate should have/be:

  • Demonstrable Service Transition experience across a number of IT projects, ideally in a Managed Services or Vendor environment
  • Excellent understanding and experience of Service Operations and Project Management principles
  • Experience in developing, improving and implementing ITIL aligned Process and Procedures (specifically Service Design and Transition)
  • Experience of fast paced delivery environments with competing priorities
  • Vendor Management experience, ideally with experience in transitioning services from incumbent suppliers to a new service provider
  • Previous supplier/vendor side or managed services experience
  • Understanding of Software Development Lifecycle would be an advantage
  • Project Management certification an advantage (Prince2/PMI etc.…)
  • Minimum ITIL practitioner/intermediate certification
  • Experience of operating at a senior level with Stakeholders at Director and CxO level.
  • Excellent verbal and written communication

 

Duties and Responsibilities (not all mandatory):

Process & People:

  • Drives a standardised, consistent and repeatable approach for both newly sold Services and Services with significant change to move from post sales project phase to acceptance by the relevant Managed Services or Support Services Teams (as well as other internal terms involved in support of the Services)
  • Continuously review and improve the existing Service Transition Process (and associated sub-process and work instructions) that encompasses all the requirements for a service transition and acceptance and ensure these processes are embedded within the processes and working practices of all other relevant internal teams
  • Develops and manages post go-live/post Transition ‘Hypercare’/ ‘Early life support’ process in conjunction with relevant support teams
  • Liaises with DevOps, Business Analysis, Business Intelligence, PMO and other relevant internal teams to ensure operational standards i.e. Release Management, Service Support Process (ITIL aligned); and delivers in line with expectation and to a standard approach

 

Transition Projects (experience with not all mandatory):

  • Prioritises project workload to ensure focus is correct and maintains a forward view of Service Transition Capacity, working with the Director of Business Systems to plan for growth required in the team
  • Develops and maintains key business relationships through project and process work
  • Works with internal support teams and Project Managers to ensure customer SLA adherence following Service Transition and that any outstanding defects/snags or changes are highlighted and agreed
  • Manages resource planning/booking for Service Transition Projects ensuring project teams include relevant internal team members to own the delivery of Service Transition for individual elements of the project
  • Highlights and manages resource issues to ensure there is no impact to customer committed go-live dates associated with the transition
  • Creates and owns a full project plan for each transition project, providing relevant reporting on status of the project as agreed at project initiation (projects may be agile, waterfall or a mix)

Please get in touch to learn more about this exciting opportunity. Contact Tanya on 0208 246 6094 or tanya.white@domerecruitment.com