Senior Manager

5 days ago

Hook Hampshire, United Kingdom Alcor Solutions, Inc. Full time

Alcor is seeking to hire an IT Service Transition Manager with experience of delivery in a distributed multi-vendor environment, to provide service leadership of an ITIL aligned IT Service Transition Management service within a key Alcor customer.
Alcor is a global cloud advisory and implementation services company serving clients in multiple geographies including North America, Europe, Japan and India. Founded in 2008, Alcor's focus has been building strong competency on cutting edge technologies and advising clients in implementing them. We have partnered with industry leading cloud and Software as a Service (SaaS) platform providers to bring cost effective, rapid implementation cloud solutions to our clients. We are passionate about our thought leadership and believe that successful technology implementations result equally from good business acumen and technology excellence. Our experienced consulting team advises leading businesses on cloud platforms, architecture, enterprise service management and integrating IT service delivery.

Learn more by visiting our website

This combines a clear focus on ensuring timely completion of required preparatory activities, the understanding and appropriate management of risk associated with the transition of IT services, and facilitating the validation/acceptance of the services by the relevant operations, support, and service delivery teams.

Ownership of the Service Transition Management service design

• Produce and maintain service roadmaps and detailed service plans that support delivery against both short-term tactical and long-term strategic service objectives.
• Establishing and operating a clear framework of transition governance controls that identify and manage service design and/or service build gaps and risks.
• Identify and define process integration with wider Service Management controls, including SACM, Knowledge Management, Release Management, and Change Management
• Service Transition Management

Planning & Coordination

• Manage and monitor progress of service transition releases, changes, risks, and issues. Track progress of project activities, transition actions and mitigation of risks
• Ensure that good quality knowledge and information is updated in the CMDB, AMDB, and Knowledge Base throughout the service transition.
• Where required, assist in the development of project/BAU processes to support the effective onboarding of users to sites & services.

o Plan, chair and document readiness reviews, including initial Service Readiness Assessments and Go/No-Go decision points.
o Record and publish open service risks prior to service cutover. Manage agreed risk management actions to completion where possible, and roll-over unresolved risks to BAU as part of service acceptance.
• o Validate that the relevant service repositories have been updated with all relevant data and information to enable efficient service support, such as CMDB and Asset repositories, knowledge base and service catalog.

• Confirm that Release and Change requests / records are appropriately structured and approved in order to provide authorisation to proceed and maintain regulatory compliance.
• Define the roles and mechanisms of IT Service Management processes in the Early Life Support period.
• Act as the Service Management lead for new services during the Early Life Support period, providing continuity between project and run-state stages.
• Act as the prime interface for service transition planning and reporting.
• Create and maintain relevant service reports to provide insight to stakeholders into service health and performance.
• Identify and publish service performance targets and measures for the Service Transition service, ensuring alignment to industry standards and business needs.
• The ideal candidate will be an experienced service management professional, with a compelling history of leading successful IT Service Transitions, as well as having led design and build activities across the end-to-end Service Transition process.
This is a customer facing role, so a positive, professional, and engaging approach is essential, along with the ability to demonstrate a strong track record of exceptional stakeholder management, strategic planning, and prioritisation along with examples of consistently high delivery standards, effective communications, and delivery of significant process improvements.

Expertise in authoring, reviewing, and amending varying Service Designs of varying standards, approaches, and quality.
• Outstanding planning and prioritization skills. Exceptional communication skills in both oral and written format, including specific experience with customer senior management.
• Proficiency in establishing strategy and building/maintaining service roadmaps and plans.
• Flexible – the ability to adapt to changes in demands, priority, and timelines.
• Project Management qualified, with demonstrable experience of using methodologies to deliver service transitions / projects (e.g. PRINCE2 / APM / PMI /Agile / Waterfall)
• ITIL foundation certified.
• High level of IT literacy, including MS Office products.

ServiceNow knowledge and experience, ideally CSA certified
• ITIL V4 or V3 practitioner qualifications
• Experience in leading one or more IT Service Management processes

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