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London, Greater London
Service Transition Manager
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Job Type: Full-time |
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Overview
Team & Role Description The role of the Service Transition Manager is to manage the process of on-boarding and exiting services into or out of operational support, and assess operational readiness against agreed service acceptance criteria with relevant support teams. You will work closely with both key Advanced stakeholders and customers to ensure that all services handed over to our support teams are supportable and meet our contractual and service design deliverables. This is achieved by ensuring appropriate services and support knowledge is gathered, analysed, stored and made available to those that require it, in an efficient manner in readiness for new and changed services. You will work closely with our Solution and Service Design Architects, Project Managers, Operational Support leads and customers to deliver transition projects within agreed timeframes and on budget. Role Responsibilities Manage service transition and transformation projects to ensure their successful delivery, within the agreed timeframes, costs and to a high quality. Work with Advanced’s service design, technical and project management teams to implement new services to our customers; ensuring that acceptance criteria is both defined and met. Define the service transition approach and create project work plans for Service Management components, including identifying resources and assigning responsibilities. Ensure standard service management procedures are established and documented that align with ITIL framework and that the transition of services to operations are of a high standard. Reviewing and where necessary, developing the process and policies to underpin the effective delivery of services in a business as usual environment. Liaise with the project team, service management and key service support staff and ensure that policies and processes are reviewed, refined and accepted into service. Work with the project team and relevant stakeholders to ensure effective and efficient implementation of the project. Coordinate and obtain service acceptance sign off, as part of the Service Take On process, from internal support teams. Liaise with internal and customer stakeholders to agree Early Life Support (ELS) requirements for new services being deployed. Review completed Service Transition projects to identify areas of improvement and coordinate the service improvement activities. Responsible for the day-to-day management of Associate Service Transition Managers’ activities, escalations and development. Develop the Service Transition Management policies and processes that underpin the effective transition of our services into support. Individual Requirements Practical and demonstrable experience of IT Service Transitions. Well organised and proactive individual who is calm under pressure and can communicate well at all levels (written and verbal). An individual who enjoys working in a challenging environment in which they can develop both personally and professionally in line with corporate objectives. Conscientious individual with exceptional attention to detail Confident and articulate. Ability to build strong relationships internally and externally and work to demanding deadlines and targets. Ability to problem solve. ITIL qualified. Excellent knowledge of the Microsoft Office Suite, especially Microsoft Excel. Knowledge of industry leading ITSM solutions (e.g. BMC’s Remedy) is an advantage.