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Transition Service Manager

Maidenhead, Berkshire, United Kingdom

Posted: 11-Apr-2017

Ref#: 12345703789


Reporting to the Lead Service Transition Manager you will be accountable to the Head of Service Delivery for the quality of delivery and succesful transfer to operations for new and changed services in line with ITIL and Continuous Delivery best practice 

Key responsibilities:
- You will liaise between business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders from project initiation onwards, to ensure the correct level of due diligence leading to a smooth and successful implementation of new services, executed to high quality standards
- You will ensure Service Management procedures are established and documented that align with ITILv3 best practice, and provide the capability to measure, and maintain performance of the service post launch to promote continual improvement.
- Be part of the Service Delivery function which is responsible for the end to end Service Management processes in collaboration with multiple partners and suppliers, across various disciplines including Applications Management, End User Computing, Data Centre services, Network and Voice, Security and IT Operations
- Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Transition Framework (STF) for all new services introduced via the business project lifecycle
- Support project teams to forecast Service Transition resourcing for all new or amended services
- Act as the single Service Transition point of contact for the projects assigned, coordinating all service transition activities
- Liaising with internal technical subject matter experts and business owners of key platforms and processes you will ensure end to end services are appropriately designed and fully documented and ensure that Service Assurance requirements are met
- Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the Service Transition Framework
- Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
- Ensure an effective set of performance metrics and service levels are delivered for new services.
- Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes. 
- Generate artefacts as detailed by the Service Transition Framework including Service Design and the Support Model with clear responsibilities confirmed for the key ITSM processes in scope for the project/change
- Take active ownership of Transition artefact quality and timeliness, verifying the information captured within the Service Transition Framework is accurate and sufficiently detailed
- Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
- Provide Governance of the Service Transition Framework, and ensure appropriate Operational Sign Off for all key project stages and artefacts
- Protect Operations / Production by ensuring project releases do not have adverse impacts
- Drive collaboration between different teams including third party suppliers.
- Work with the Delivery Managers and Release Managers to ensure that transition and implementation plans fit into overall release calendars.
- Ensure that the Change & Release Management team receive timely information as to the scheduled release of new or amended IT Services.
- Help the projects to successfully transition the service by clearly defining the Operations Acceptance Criteria from the start and guiding the projects to meet them.
- Ensure effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed
- Confirm outcomes of Operation Acceptance / Operational Readiness Tests in support of go live gating.
- Agree Early Life Support / Hypercare arrangements with project teams.
- Support the relevant Service Owner with preparation for transition to BAU.
- Agree the Early Life Support (ELS) success criteria and monitor results.
- Take active ownership of deliverable (project artefact) quality and timeliness, verifying the information captured within the Project Delivery Framework is accurate and sufficiently detailed.
- Provide timely reports to support decision making at all levels.
- Identify all risks and issues that could have an impact on implementation, service transition and stabilisation, or BAU service performance; facilitate discussion and mitigation activities.
- Ensure that project funding considers recurring costs and that changes to each element
of service are completely covered by budgetary planning.
Qualifications:
- Service Design experience
- Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of outsourced or managed support services
- Practical experience of relevant ITIL Service Management lifecycle processes in relevant context – 5+ Years
- ITIL v3 Foundation - essential
- ITIL v3 Intermediate Service Operations – desirable
- ITIL v3 Intermediate Service Transition – desirable
- ITIL v3 Intermediate Continual Service Improvement – desirable - Prince 2 Practitioner – desirable (training available)

Desired Skills:
- Strong analytical skills with keen attention to detail
- Ability to grasp & simplify complex concepts & requirements
- Ability to cope well in a fast paced environment
- A team collaborator and player who can encourage and promote one team principles to meet common goals and add value to the business
- Strong time-management skills
- Proactive, delivery-focussed attitude and approach
- Good interpersonal skills and the ability to deal with colleagues at a variety of levels
- Sound judgement in decision-making
- Strong communication skills, both verbal and written
- Flexible, proactive and adaptable to change.
Reporting to the Lead Service Transition Manager you will be accountable to the Head of Service Delivery for the quality of delivery and succesful transfer to operations for new and changed services in line with ITIL and Continuous Delivery best practice 

Key responsibilities:
- You will liaise between business owners, project managers, design teams, operations teams, and our partners / supplier communicating between all key stakeholders from project initiation onwards, to ensure the correct level of due diligence leading to a smooth and successful implementation of new services, executed to high quality standards
- You will ensure Service Management procedures are established and documented that align with ITILv3 best practice, and provide the capability to measure, and maintain performance of the service post launch to promote continual improvement.
- Be part of the Service Delivery function which is responsible for the end to end Service Management processes in collaboration with multiple partners and suppliers, across various disciplines including Applications Management, End User Computing, Data Centre services, Network and Voice, Security and IT Operations
- Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Transition Framework (STF) for all new services introduced via the business project lifecycle
- Support project teams to forecast Service Transition resourcing for all new or amended services
- Act as the single Service Transition point of contact for the projects assigned, coordinating all service transition activities
- Liaising with internal technical subject matter experts and business owners of key platforms and processes you will ensure end to end services are appropriately designed and fully documented and ensure that Service Assurance requirements are met
- Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the Service Transition Framework
- Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
- Ensure an effective set of performance metrics and service levels are delivered for new services.
- Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes. 
- Generate artefacts as detailed by the Service Transition Framework including Service Design and the Support Model with clear responsibilities confirmed for the key ITSM processes in scope for the project/change
- Take active ownership of Transition artefact quality and timeliness, verifying the information captured within the Service Transition Framework is accurate and sufficiently detailed
- Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
- Provide Governance of the Service Transition Framework, and ensure appropriate Operational Sign Off for all key project stages and artefacts
- Protect Operations / Production by ensuring project releases do not have adverse impacts
- Drive collaboration between different teams including third party suppliers.
- Work with the Delivery Managers and Release Managers to ensure that transition and implementation plans fit into overall release calendars.
- Ensure that the Change & Release Management team receive timely information as to the scheduled release of new or amended IT Services.
- Help the projects to successfully transition the service by clearly defining the Operations Acceptance Criteria from the start and guiding the projects to meet them.
- Ensure effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed
- Confirm outcomes of Operation Acceptance / Operational Readiness Tests in support of go live gating.
- Agree Early Life Support / Hypercare arrangements with project teams.
- Support the relevant Service Owner with preparation for transition to BAU.
- Agree the Early Life Support (ELS) success criteria and monitor results.
- Take active ownership of deliverable (project artefact) quality and timeliness, verifying the information captured within the Project Delivery Framework is accurate and sufficiently detailed.
- Provide timely reports to support decision making at all levels.
- Identify all risks and issues that could have an impact on implementation, service transition and stabilisation, or BAU service performance; facilitate discussion and mitigation activities.
- Ensure that project funding considers recurring costs and that changes to each element
of service are completely covered by budgetary planning.
Qualifications:
- Service Design experience
- Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of outsourced or managed support services
- Practical experience of relevant ITIL Service Management lifecycle processes in relevant context – 5+ Years
- ITIL v3 Foundation - essential
- ITIL v3 Intermediate Service Operations – desirable
- ITIL v3 Intermediate Service Transition – desirable
- ITIL v3 Intermediate Continual Service Improvement – desirable - Prince 2 Practitioner – desirable (training available)

Desired Skills:
- Strong analytical skills with keen attention to detail
- Ability to grasp & simplify complex concepts & requirements
- Ability to cope well in a fast paced environment
- A team collaborator and player who can encourage and promote one team principles to meet common goals and add value to the business
- Strong time-management skills
- Proactive, delivery-focussed attitude and approach
- Good interpersonal skills and the ability to deal with colleagues at a variety of levels
- Sound judgement in decision-making
- Strong communication skills, both verbal and written
- Flexible, proactive and adaptable to change.

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