Description
Service Transition Consultant, ITIL
The role will focus on three key areas within a central Service Transition and CSI Team, focussing primarily on Service Transition, Process Development and Continual Service Improvement. This team exists as part of the Operations Planning and Design group within Operations.
Service Transition is the process of establishing the governance and delivery model that supports the services.
The process begins in the Pre-Sales stage prior to contract signature and continues through the bid to the post sales phase, forming part of the overall Transition and Transformation program. The Service Transition Program includes organisational set-up, definition of roles & responsibilities, the establishment of associated processes, workflows, tools and systems, and the migration of Service operations.
Process Development is a significant component of the Service Transition Program. This will include the creation and implementation of a Process and Procedures Manual that is aligned to the ITIL model and supports the Service Delivery Organisation.
Continual Service Improvement (CSI) - The on-going process of analysing service performance against metrics, and the development and on-going measurement of improvements to processes, systems and tools and organisational structures.
Responsibilities of the Service Transition Consultant
- Supports the development of a Service Transition plan that supports and interlocks with the overall Transition and Transformation Program;
- The Service Transition Consultant assumes the role of Subject Matter Expert in one or more areas that will include Process Development and the configuration and enablement of supporting systems and applications;
- The role will often require the consultant to work on two or more programs simultaneously, ensuring they manager their time and effort to ensure Service Transition Milestone Targets are met; This may include including payment and contractual milestones and the avoidance of penalties that be defined in the contract schedules;
- Establishing a baseline of the current status and maturity of the Customer's Service Management environment;
- Support the implementation of the Systems and Tools that support the Business Processes;
- Manage the process of Service Acceptance including the training and testing of processes and the supporting tools and systems;
- Develop and implement training plans for the Customer, for internal teams covering new Business Processes and the supporting tools and systems;
- Ensuring that service transition is coordinated with program and project management, service design and service development activities
Process Development
Process development can be required as an integral part of a Service Transition Program, or as part of a Continual Service Improvement Program.
The responsibilities include:
- Assuming responsibility for establishing and maintaining standards, formats and notation for Business Process Development, including the adoption of Business Process Management Notation (BPMN) as a standard.
- Supporting the development and integration of new or improved business processes according to ITIL guidelines, the scope of the process set will include: Change Management, Service, Asset and Configuration Management, Incident Management, Problem Management, Capacity Management, Management, Contract Management, SLA Management, Order Management, Financial
Service Improvement
- Supporting an ongoing process of review and analysis of service delivery performance against agreed metrics;
- Analysing reasons for failure and trends, and recommending and coordinating the implementation of corrective actions;
- To identify and implement individual activities in order to improve service quality and improve the efficiency and effectiveness of supporting processes;
- Ensuring applicable quality management methods are used to support continual service improvement activities;
Skills and Experience
Essential
- Extensive experience in a similar role in the IT/Service Integration environment;
- Relevant Team Leadership experience
- Good Customer Facing Interpersonal Skills;
- Business Management Acumen;
- Technical Writing Experience;
- Ability to analyse and resolve business problems;
- Extensive experience in business analysis and process development;
- Able to integrate processes into an overall business model;
- Degree in an appropriate discipline;
- ITIL Certification - at Intermediate level;
- Six Sigma Foundation Level certification;
Preferred
- ITIL Certification - at Expert level;
- Six Sigma - Black Belt Certification
- Project Management Experience
- PMP Foundation or Prince II Foundation
- Experienced in the use of Business Process Modeling Notation (BPMN)