Service Transition Manager
2 weeks ago
Service Transition Manager
Zenzero are a leading midmarket MSP with offices based in several locations across the UK including London, Coventry, Guilford, Basildon, Inverness and Aberdeen. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate customer centric individual who is ready to support the growth of the service delivery function.
In this role you will be responsible for ensuring new customers have a smooth and seamless transition to Zenzero. You will work closely with the Sales team, Service Desk Managers, Technical Consultants and Service Delivery Manager to onboard the customer and provide end-user training on our service desk portal and processes. This role is a great opportunity for a detail oriented and customer focused individual. You do not need to be technical to fulfil the role, but an understanding of IT Managed Services would be advantageous.
Key Responsibilities:
- Lead the implementation and co-ordination of Zenzero’s onboarding and transition strategy for customers
- Reporting on agreed Service Transition metrics against the project progress and deliverables
- Work closely with the Service Desk and other delivery teams to ensure timely updates and the acceptance into service process is completed
- Understand and ensure key service management processes are in place such as Change Management, Service Request Management, Asset and Configuration management
- Provide guidance and training on the Support Portal and Service Desk processes to customers
- Manage and communicate risks relating to customer onboarding and the transition of new IT services
- Manage expectations internally and externally for service take on
- Maintain and improve Service Transition processes, ensuring they are understood by all stakeholders and embedded within the organisation
- Supporting any ad hoc pre-sales engagements
Qualifications and Skills:
- Requires a relevant bachelor's degree, or/
- At least 3 years of experience in managing IT related projects or experience in an existing Service Desk / Service Management function
- Experience with ITIL framework
- Project management experience. Prince2 or Agile Foundation would be beneficial.
- Familiarity with Change Management processes such as ADKAR
- Experience with complex stakeholder management
- Good understand of M365 and associated licencing models
- Confident communication
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