Senior Service Transition Analyst

4 days ago

Warwick, United Kingdom Pontoon Full time

Senior Service Transition Analyst
6-month contract, extension likely
Warwick/Remote working
My client is an international electricity and gas company and one of the largest investor-owned Energy companies in the world. They play a vital role in delivering gas and electricity to many millions of people across Great Britain and North-Eastern US in anefficient, reliable, and safe manner.
Role Responsibilities
- Ensure new and changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer etc. commensurate with business requirements and priorities.
- Complete the Service Transition templates on behalf of projects for review and approval from Service owners/CSM following the Service Transition process/policy
- Seamless transition into the live environment, working with both projects and service owners to ensure the ELS warranty period meets the criteria to exit
- Act as a single point of contact that ensures effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework.
- Programme/Project representation at the Service Transition Board (STB) providing inputs into the STB process.
- Engage all relevant I&O Stakeholders for each project and on-boarding SMC ITIL processes
- Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production.
- Ensure that appropriate resourcing, training, tooling, support and documentation is delivered to I&O and eco Partners with a formal project and service sign-off from all key stakeholders.
- Ensure that any BAU documentation has been updated to reflect any new/changed services
- Represent I&O at project meetings to define and implement service acceptance criteria for both new and changing services.
- Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
- Define and deliver the end-to-end support model with all key stakeholders across multiple delivery organisation
- Active involvement in Early Life Support activities and governance.
- Continued service transition improvement, working in conjunction with I&O, Solution Delivery, and eco Partners.
- Continuous service improvements initiatives to be applied across the lifecycle
- Work closely with the test function within the project to ensure testing effectively demonstrates the operability of the service
- Working with Solution architect at the design stage and challenging the non-functional requirements and ensuring the project is fit for both utility and warranty purposes.
- Process and Procedure experience (development and implementation)
- Manage the delivery of the ITSM platform and associated integration's to on-board the new managed service delivery partner
Knowledge, Experience & Technical Know How (in order of importance):

- Strong Service Transition Management experience within various industries
- Experience of delivering/transitioning services into production and the after-care support.
- Strong Service Level and Service Design experience
- Experience of IT Service management in an ITIL framework
- Experience of managing multiple internal and external stakeholders.
- Excellent written and verbal communication skills.
- Stakeholder management and influencing skills covering colleagues, partners / vendors and project sponsors.
- Relevant experience of end-to-end Project lifecycle
- Experience of implementing ITSM platforms within an ITOM framework
- ServiceNow experience helpful but not essential
- Experience of managing a multi-vendor software delivery programme
- Strong experience in using project management tools such as MSP and experience of using delivery KPIs as a progress tracking tool
- Utilities experience highly beneficial.
Core Skills:

- IT Service Management, IT Service Delivery, Systems Design, Software project management
- Change Management, Project management and Performance Excellence
*
Qualifications Required:

- Qualifications could come from a variety of sources, e.g., a degree in computing, science, or mathematics, ISEB, British Computing Society or certification from commercial organisations such as Microsoft, Oracle etc relevant to solution architecture
- Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work
- Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate
- Holding a Prince 2 or PMI certification will also be beneficial
Behavioural Capabilities
- Excellent team player, ideally with experience of working in global teams with matrix reporting and deliverables.
- Strong influencing skills
- Excellent communication, both verbal and written English, allied to strong presentation and workshop facilitation skills including communicating technical solutions.

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