Description
Service Transition Manager
Rate: £515 per day (in Scope)
Contract Length: 5 Months
Location: Remote
IR35: Inside
Responsibilities:
- Take the lead in ensuring that all aspects of service transition projects are driven through to delivery; Design, implement _ maintain robust transition plan(s) taking into consideration any business activities required to integrate new services into the 'business as usual' environment;
- Engage with all suppliers as required to complete production and approval of all service transition documentation;
- Determine the readiness levels of the department and existing suppliers and business users with regard to upcoming changes;
- Uncover readiness gaps and own action plans to close the gaps prior to go-live;
- Assess risks inherent in proposed transitions, to ensure any potential scheduling and performance issues have minimum impact on provision of other services;
- Ensure all relevant department functions are fully engaged in the process and committed to supply resources to complete the transition plan;
- First point of escalation for any issues or problems raised by the suppliers or business;
- Arbitrate in situations of conflict; Seek out and tackle issues that will prevent the delivery of business benefits linked to service transition.
Knowledge
Essential:
- Knowledge of various methodologies used to manage IT and Digital services and an ability to tailor methodologies and management practices Dependent on the characteristics of the service being delivered.
- Knowledge of techniques and approaches that can be used to deliver value, such as Agile, DevOps and Lean.
- An understanding of managing products and services across the life cycle.
- Knowledge of IT systems implementation
Essential SFIA skills
Service level management
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
Service Acceptance
- Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Feeds into change management processes.Change management
- Assesses, analyses, develops, documents and implements changes based on requests for change.
Problem management
- Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.
Incident management
- Ensures that incidents are handled according to agreed procedures. Investigates escalated incidents to responsible service owners and seeks resolution. Facilitates recovery, following resolution of incidents. Ensures that resolved incidents are properly documented and closed. Analyses causes of incidents and informs service owners in order to minimise probability of recurrence and contribute to service improvement. Analyses metrics and reports on performance of incident management process.
Performance management
- Supervises individuals and teams. Allocates routine tasks and/or project work. Provides direction, support and guidance as necessary, in line with individuals skills and abilities. Monitors progress against agreed quality and performance criteria. Acts to facilitate effective working relationships between team members.
Supplier management
- Collects supplier performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Validates that suppliers' performance is in accordance with contract terms. Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance. Implements supplier management-related service improvement initiatives and programmes.
Additional essential skills & experience for this role:
- Strong interpersonal skills and the ability to develop and maintain effective stakeholder relationships with colleagues and suppliers at a senior level.
- The ability to foster a collaborative environment that prioritises learning and development.
- Ability to work under pressure to tight deadlines and deliver high quality material right first time.
- Proven experience of practising ITIL service management processes.
- The ability to create, develop and manage teams effectively.
- Experience in effectively managing business risks using recognised techniques.
- Significant experience in Service Design and Transition
- Self-motivated and ability to be creative and inventive
- Excellent written and verbal communication skills
Desirable SFIA skills:
- Knowledge management
- Project management
- Requirements definition and management
- Learning and development management
- Competency assessment
- Relationship management
- Product management
Qualifications
Essential
- A masters degree or equivalent experience.
- ITIL Practitioner, VeriSM Foundation or equivalent experience.
Desirable
- Prince 2 Agile Foundation or Practitioner or equivalent qualification or significant practical experience gained within a large project-based organisation in either the public or private sector.
To apply for this role please submit your latest CV or contact Aspect Resources on (see below)