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Service Design/Transition Manager

3 months ago

Nottingham, United Kingdom Rethink Full time

Service Design/Transition Manager

Contract- 3 months initially to extend- 2-year project

September start date

INSIDE IR35

Hybrid- 3 days on-site in Nottingham

I am currently recruiting on behalf of a leading Retailer and Pharma company in Nottingham for a Service Introduction/Transition/ Service Model Manager to join their Service Operations Team.

This role is to support a large, complex digital transformation programme of work where they are implementing a new digital platform, Salesforce.

This role is to design the end-to-end service model i.e. the processes and teams required to support the new digital platform including Salesforce, partners and 3rd party software vendors, taking transition states into account where the current service model needs to coexist. This will include all the ITIL processes, incident management, DR processes etc. To design and produce a plan to show the model will be implemented.

At this stage, we are designing a change plan and so keen to engage with a professional with experience in designing service models for digital platforms including Salesforce.

In addition:

  • 5+ years’ Service Experience
  • 18+ months Service Design/Transition at Management level
  • Effective Change Management skills
  • Ability to inspire, lead, manage and motivate a team with a proven track record of performance management.
  • Ability to drive continuous improvement.
  • Proven track record of working within Agile environment.
  • Accountable for the successful design, introduction and transition of new or changing IT services, ensuring they are supportable by Service Operations teams. Your experience and background should include -
  • Experience of defining processes based on ITIL frameworks and demonstrate a strong understanding of the full project lifecycle and associated service transition path.
  • Experience of carrying out Service Design/Transition within different Operating Models.
  • Developing and owning Service Acceptance Criteria and necessary documentation.
  • Defining on-going impact and ensuring project impact on base costs are agreed.
  • Leading negotiations of SLAs and defining the underpinning Service Support processes.
  • Facilitating agreements & negotiations between 3rd parties and support teams with regard to design of the service
  • Managing Service Readiness through to the final decision for project go lives
  • Management of Service Risks.
  • Able to work with Programme change management to identify and plan change, communications and training for the service community
  • Adaptable to challenging situations, having a pragmatic and strategic way of thinking to resolve business issues.

If you have a strong background in Service Design/Transition/Service Models, ITIL frameworks, Service introduction, release and into build please apply here or email your CV to katie.mcgovern@rethinktalent.io