Description
Position Title: Service Transition Analyst
Reports to: Service Transition Lead
Summary of Role:
The Service Transition Analyst is accountable for assuring the high quality transition of services to be provided by the Service Provider(s), they own the Service Transition management process, which spans the period from pre-contract signature through steady state operations, and is intended to ensure preparedness for the Service Provider(s) to take over, manage, and coordinate the transition of the work. In addition this position is also responsible for ensuring that the client organisation is prepared for the transition and any transformation activity the suppliers may undertake. The Service Transition Analyst will support the Service Transition Lead in the overall management of the transition of IT Services into operational use, through the application of effective controls within change management, asset and configuration management and release and deployment management. They will be responsible for supporting the establishment of policies and procedures that support IT operational and business change and mitigate the risk to the availability, security and compliance of IT services impacted. The Service Transition Analyst will support and assist in the definition and management of the policy for configuration, change and release management and to champion the business value of effective controls on the management of change to the IT technical environment, which follow ITIL principles to deliver a continually improving IT service to all company stakeholders
Principal Accountabilities:
Provide support for the Service Transition process and be accountable for overall management of the transition of IT Services into operational use
Facilitate team and Service Provider compliance with the agreement
Support and follow defined SIAM Governance decision rights, standards and practices
Assist in the management of critical operational issues that cross organisational boundaries
Attend regular operational meeting cadence in support of Service Transition Management to help ensure optimisation of Service Provider performance
Support the definition of requirements for Service Providers to ensure that information on existing and proposed standards, policies and guidelines are published and made available via standard communication tools
Serve as an ITIL expert in the analysis/development of existing processes, procedures and methods to promote effective business and systems operations through standardisation, simplification and improvement
To be involved in Determining 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 user community in the provision of transition support and change planning, and liaises with the project team.
Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures
Analysing requirements for Service Providers to ensure that operational meetings supporting company's Change Management, are held as scheduled and meetings are optimized to provide the highest performance possible.
Accountable for continuously monitoring and evaluating the control environment, including self-assessments and independent assurance reviews.
Enable management to identify control deficiencies and inefficiencies and to initiate improvement actions.
Plan, organise and maintain standards for internal control assessment and assurance activities.
In agreement with the Service Provider(s) be responsible for setting and monitoring formal technology Service Transition standards and setting out how Service Transition assurance should operate, forming the bases against which performance is measured and/or compliance is monitored.
Principle Challenges:
Ensure the Service Provider(s) performs the services agreed to by the master services agreement in a manner that is consistent with both the spirit and the letter of the agreement
Ensure business and operational viability of service levels
Support the definition of requirements for Service Providers for the knowledge database content to ensure that workarounds left without permanent fixes for long periods of time are highlighted and addressed accordingly
Ensure changes are recorded, impact assessed, approved, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner
Work collaboratively with the Service Provider(s) for the co-ordination of resources to ensure that system testing, user acceptance testing and configuration management are aligned in all release and deployment activities
Manage communications with all stakeholders to ensure an effective handover of new or changed IT Services into production and operations environment and the internal and external stakeholder user communities
Ensure that Service Level and Operational Level Agreements are negotiated and that agreed processes meet business needs and standards for consistency and integrity
To maintain strong and productive relationships with the Service Provider(s) to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations
Establish and maintain strong and productive relationships with key stakeholders to ensure that the varied and changing service requirements of the business are understood and are incorporated into a framework of continuous improvement
Ensures the structure in the service model is accurate and reflects the real world', such that Incident, Problem and Change can more effectively operate so the Service impact can be swiftly and accurately understood and communicated to the Service Provider(s)
To manage risks that could seriously affect IT service.
IT service continuity management ensures that the IT service can always provide minimum agreed service levels, by reducing the risk to an acceptable level and planning for the recovery of IT services.
Output & Results:
Actively participate in the creation and maintenance of the Service Assurance business strategy and planning
Assist in the implementation of effective release and deployment policies and procedures across the company to transition all aspects of IT Services through the development, testing, staging and production/operations environments
Support company's Change and Release Management processes taking on the primary role of process owner and providing local leadership to implement the appropriatecompany deliverables
Maintain the company IT Service Catalogue Maintain an in-depth knowledge, ensuring personal and professional development in line with the IT business plans, and provide expert advice on policies, processes and procedures relating to the transition of IT Services between technical environments Assist in the creation of the business readiness plan for Service Transition, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the "business as usual" environment.
Job Environment:
Create an environment that values employees and encourages cooperation, open communication and teamwork
Serve as a role model by demonstrating a commitment to client values, high performance standards, workplace diversity, and driving results
Ensure team supports and helps to achieve Company's Transformation
Relevant experience and qualifications required:
5+ years of progressive experience in increasing complexity, including management of a highly matrixed organizations
Experienced with service transition within a sourced multi-provider environment
Experience in business systems and process planning
Experience of indirect management - managing by influence as opposed to positional authority ITIL Foundation and required skillsets
Professional Competency Level
Good negotiation, influencing and problem resolution skills
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms
Ability to present ideas in business-friendly and user-friendly language
Good facilitation skills
Excellent interpersonal skills
Self-motivated and directed
Strong client service orientation
Team-oriented, collaborative leadership skills
Demonstrated ability to lead by example
Ability to accomplish results through others, particularly by establishing relationships, effective controls and monitoring processes
Collaboration and partnering skills
Ability to be firm, but fair, to achieve contracted deliverables and obligations
Technical Competency Level
Knowledge with and experience using ITIL and ISO 20000 frameworks
Experience with and knowledge of IT outsourcing activities in a managed services environment
Proven knowledge of all aspects of the IT functional areas
Knowledge of business environment, service requirements and culture
It is a given that all role-holders will be strong role models of the company
Behaviours:
Building Communities
Demonstrating Transparency
Taking Accountability
Driving Commerciality
Enabling Performance
Focusing on the Future
Valuing Professionalism