Description
Role Value Proposition:
Accountable for the quality of delivery and successful Transition to Operations for in-Country Business Applications. You will liaise between business owners, project managers, design teams, operations teams, and our partners communicating between all key stakeholders to ensure the smooth and successful transition of services, executed to high quality standards.
Key Relationships:
Reports to: VP, Application Maintenance & Support
Indirect Reports: 0-8 comprised of Production Management Analysts as well as managing service provider resources/relationships
Other Key Stakeholders: Build Organization, IT Operations CIO's, Business Analysts and Enterprise Architecture teams.
Key Responsibilities:
- Accountable for the overall AMS transition program objectives of the business case.
- Manage the overall transition schedule in line with agreed plans and key point of contact for issues, support requests and information.
- Develop detailed work plans, schedules estimates, resource plans and budgets
- Act as a gate keeper to ensure effective transition of support to AMS, in compliance with transition objectives and production acceptance criteria for all services introduced via the transition program.
- Manage risks and dependencies at the overall Transition Program level.
- Review progress at the workstream level and ensure performance against commitments and targets.
- Develop close partnerships with enterprise IT Operations and implement agreed standards.
- Define and deliver the end to end support model with all key stakeholders across multiple delivery organizations
- Ensure all operational support material is completed to a high standard by all relevant Solution Delivery, Service Engineering and AMS functions.
- Ensure an effective set of performance metrics and service levels are delivered for new or transitioned services.
- Identify and manage operational and compliance risks to ensure a successful transition to service.
Essential Business Experience and Technical Skills:
- Bachelor's Degree (Level 8) in Computer Science, Information Systems or related or international equivalent
- 8+ years related experience
- 5+ years of line management experience
- 5+ years project management experience
- 1+ year experience managing project finances
- Experience managing offshore teams/vendors
- Min 5+ years. of demonstrated Proficiency with SDLC
Preferred Experience:
- Previous project and transition management experience- IT Services, ideally Application Maintenance & Support services
- Service design experience - Defining Operational requirements
- Service Operations experience - Delivering IT Services
- Understanding of the industry best practices around DevOps and ITIL
- PMP, ITIL certification
Leadership Competencies:
- Thinks Strategically - Sets direction aligned to the company's strategy, applying external and global perspective to meet local and global needs.
- Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
- Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.
- Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
General Competencies:
- Project Management
- Risk management
- Decision making
- Priority setting
- Conflict management
- Creativity/Innovation