Service Design and Transition Manager

Recruiter
The Associates Global Ltd
Location
London
Salary
55000.00 - 65000.00 GBP Annual + plus car, bonus and benefits
Posted
06 Sep 2017
Expires
21 Sep 2017
Contract Type
Permanent
The Associates are looking for a Service Transition and Design Manager with particular strength in Design. You will be responsible for ensuring that all proposed new and changes to services are designed and transitioned to agreed service acceptance criteria aligned to availability, stability, security and capacity requirements.

The company is exceptional. Exceptional because it is a family first mentality which is driven from CIO level down. They are growing and they have long term programmes underway to continually improve the business as well as the way they interact with their customers.

Base: 55 - 65k plus car, bonus and benefits

Location - South West London

Key Responsibilities

Influencing the design of services to ensure that the desired warranty and utility requirements comply with the operational and business requirements of The Client.

Identification of Service impacts and service requirements

Design of Service Acceptance Criteria

Service Validation and Testing to ensure Operational Acceptance Testing, Failover Testing, Backup testing, and Monitoring are adequately achieved.

Ensuring Early Life Support is undertaken whenever a Project is transitioned to Live and support any follow-on activities (including problems & incidents raised through ELS).

Ensuring adequate Knowledge is provided to all resolver groups and High Level knowledge is available to senior stakeholders.

Identify and communicate risks to service and the wider business and validating that these are managed through the appropriate risk framework. (10%)

Delivery of required artefacts in line with the IT delivery framework to meet the stated objectives of a project.

Identifying gaps in the existing support model and proposing solutions to fit organisational design requirements

Contribute to Monthly/Weekly Management Reports, including metrics as agreed with line management.

Primary skills

Service Acceptance

Engages with Architects, Technical Specialists, Project Managers and Project Management Office, to ensure correct products are produced, in a timely fashion. Evaluates the quality of project outputs against agreed service acceptance criteria.

Change Implementation Planning & Management

Contributes to the readiness plans of project delivery, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new digital processes or jobs into the service management organisation. Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live. Assists the project community in the provision of transition support and change planning.

Organisational Design & Implementation

Conducts impact assessments to identify how proposed changes to processes, systems and structures impact specific organisations and roles. Outlines how the organisation structure, jobs, teams and roles and staff development need to change to enable future business processes. Aligns existing jobs/organisational structures to new processes.

Project Management

Defines, documents and participates in projects or sub-projects with active participation in all phases. Identifies, assesses and manages risks to the success of the project. Agrees project approach with stakeholders, and contributes to realistic plans. and tracks activities against the project schedule, managing stakeholder involvement as appropriate. Monitors timescales and takes action where these deviate from agreed plans. Ensures that projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.

Sourcing Reviews business cases (requirements, potential benefits and options). Using market knowledge to inform specifications, ensures detailed pre-qualification questionnaires and tender invitations are prepared. Collects and collates data to support collaboration and negotiates terms and conditions to reflect the scale of requirements and encourage good performance. Evaluates tenders based on specification and evaluation criteria, prepares acceptance documentation and advises on contracts and service level agreements.

Testing

Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.

Relationship Management

Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.

Leadership Strengths

Individual leadership is critical to all roles, and therefore important for all employees to demonstrate. The six strengths are:

Energy and perseverance: Apply your drive and ambition, always learning and adapting, yet remaining calm and persistent in the face of challenge

Ownership and accountability: Take personal responsibility for broader business performance, striving to do the right thing

Makes it happen: Focus on execution and driving results, making sound decisions that create real value

Customer focused: Passionate about customers and clients - look for ways to improve customer or client services to create a positive, lasting legacy

Collaboration: You encourage and open change of information, seeking new working relationships to help break down barriers

Developer: Support and empower colleagues to achieve a high standard of performance

Person Specification

Skills Comprehensive knowledge of Service Design & Transition Management processes and standards.

Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influence relationships with a wide range of stakeholders.

Ability to understand complex technical designs and influence outcomes to fit defined service acceptance criteria.

Previous experience of liaising with, and mediating between, numerous senior stakeholders.

Good project management skills. Ability to plan, organize, and direct teams in line with changing priorities.

Ability to identify and raise risks and issues in a timely manner in accordance with a risk management framework.

Ability to influence key stakeholders as well as wider teams and peers

Knowledge High level understanding of a breadth of technology stacks (IBM, Wintel, Java, Enterprise Service Bus) and how these fit together

Experience Exposure to various delivery methodologies (waterfall, agile, etc)

Good understanding of Service Management and Operations Understanding of software delivery lifecycle and release management

Qualifications

ITIL Foundation

ITIL Intermediate (one or more of: Service Offerings & Agreements, Service Design, Service Transition)

This role that cuts across Service Design and Service Transition with a company that truly values it's employees offers a long term career in what will be an interesting and varied role.