Service Introduction Lead

4 weeks ago

Maidenhead, United Kingdom The Rank Group Full time

Company Description

The Rank Group is a Venues and Digital business. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive. We employ circa 7,00 people globally, with our UK Head Office being located in Maidenhead.

We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you’ll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.

**Job Description**:
Service Introduction job purpose:

- To manage the transition of new services and changes into live operations in a controlled and risk-assessed manner
- To support projects in preparing new/changing services for implementation, and for effective handover into service operation with associated service products
- To work with service delivery teams, operations and multiple vendors to ensure they are prepared to receive new/changing services into service operation and minimise disruption to the business

The role covers working to ensure new and (minor \ major) changing services are transitioned into the business with mínimal disruption and impact to service delivery. Working in an ITIL environment particularly in Service Design and Transition processes and roles, along with Service Transition lifecycle, principles, processes, functions and activities.

**Key Responsibilities**
- Ensures early engagement with project teams, so that they understand and plan for what is required to transition the service into the live environment
- Manages the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support team
- Undertake service design activities for projects with an impact to the service organisation, support team capabilities, structures, or capacity
- Accountable for the production of Service Models, SLAs, Warranty, Service Definition and cost models.
- Support the creation of RFP responses and quotations for the service design and transition activities and ongoing operational support.
- Develop and manage service transition plans and status updates for the activities and deliverables required
- Responsible for the co-ordination of transition activities internal technical resource, 3rd party suppliers, account team members and client stakeholders
- Develop appropriate service and support models for the level of change planned and budgeted for within agreed delivery schedule
- Provide Single Point of Contact to the project for delivering service transition activities and adhere to relevant escalation process
- Define appropriate level of service acceptance criteria and maintain responsibility for ensuring criteria is met before Go Live
- Deliver Service Transition activities within time and budget constraints, meeting the required level of quality and other key performance indicators
- Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction

**Qualifications**:
**Knowledge, Expertise and Qualifications**
- Demonstrable work experience in an IT service management \delivery organization
- Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
- Experience of working in outsourced service provision
- Customer focused with a passion and drive for customer satisfaction and delivering business value
- Ability to communicate in a clear and concise manner to all levels
- Comfortable to challenge and be challenged and manage conflict
- Commercial focus and awareness
- Desirable qualification in ITL v3 or ITIL 4 foundation

Additional Information

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made please reach out to let us know ahead of your interview.

**Our Values**

Rank is made up of enthusiastic and committed individuals, who have the desire to deliver the best experience for our customers.
- ** Service**: We start with the customer. We do everything in our power to deliver special service every time
- ** Teamwork**:We pull together across brands, channels and locations to perform at our very best
- ** Ambition**:We challenge the way we do things and explore new ways to excite and entertain our customers and outshine the competition
- ** Responsibility**: We understand our responsibility to all in our communities. We act with the highest integrity and honesty in everything we do
- ** Solutions**: We act positively to get to the heart of problems quickly and find ways to solve them

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