Service Transition Manager
2 weeks ago
The Transition Manager engages throughout the pre-sales stage through to delivery / service commencement or decommission to ensure all services are designed, configured, and transitioned utilising a standard approach and acceptance criteria.
The Transition Manager is experienced in the design, transition and delivery of services and supports the practices and suppliers (where applicable) and internal Bell support functions in the onboarding of services to ensure a positive customer experience and an efficient ongoing delivery of the service.
The Role
Service Design:
nSupporting the Service Excellence Director in the development of standard service descriptions and components, service levels and support processes to aid the development of RFPs and commercial proposals and agreementsnWork with pre-sales and sales department and customers and vendors (where applicable) to develop proposal, RFP responses and create Statement of Works prior to business approval
Service Transition:
nDesign and implementation of the service in accordance with the Bell Service Transition processesnAct as the focal point of contact and working with all impacted departments to ensure support readinessnReporting progress to key stakeholders in a timely manner highlighting service and financial progress, dependencies, and risksnEnsuring all commercials, support and financial documentation is in place for the continued successful delivery of the service in accordance with the agreed processes, policies, and artefacts
Service Readiness:
nDevelopment of service readiness plans, testing completion and test result productionnObtain sign off from Service Delivery Managers, practice leads and support teams prior to service commencementnObtain Go / No Go approval from the customer and Bell practices
Continuous Service Improvement:
nCapture service improvements throughout the transition of services and ensure a templated plan is handed over to the service owner at the end of the transitionnEnsure lessons learned are documented throughout the transition and shared with the relevant internal teams for resolution and are recorded in the ITSM toolsnSupport the continuous improvement of Bell's internal processes and service delivery
Experience, Skills & QualificationsnMinimum of 5 years' service transition experience, managing service transitions, plans, and multiple onboarding technical teamsnExperience within a service delivery / operations capacitynAbility to translate contracts to align with service requirements and processesnStrong relationship management skills that aid successful knowledge transfer and service readinessnITIL4 Foundation LevelnExcellent planning and forecasting skills and ability to manage risksnPrior experience in working for a managed service provider is desired but not essentialnCommunication (written and verbal), presentation, facilitation, and administration skillsnProcess orientated with experience in developing and implementing processesnAbility to deal with high pressure to ensure positive outcomesnFlexible approach to assignment of tasks and the ability to adapt to meet changing business needsnSelf-motivatednThe ability to communicate in a clear and concise manner to all levels in a variety of different mediums
Why Join BellnWe prioritise internal development opportunities and offer access to our Udemy training platformnCompetitive SalarynFlexible remote working and a supportive environment for varying personal circumstancesnA diverse and inclusive work culturenModern vibrant workplacesnCompany pensionnPrivate healthcare/dental carenCycle to work schemenAnd much more
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