Service Delivery Transition Lead

2 weeks ago

London, United Kingdom Inizio Full time

**Service Delivery Transition Lead**

**The Role**

Under the guidance of the Group IT Operations Director - the Service Delivery Transition Lead will lead and support the transition to the new IT Operations leadership structure. This includes providing leadership, coaching, hands-on support, planning, and direction for managers in newly appointed jobs that comprise the new leadership structure - specifically:

- **Global Service Desk Manager **_(manages the team providing first line support to our global business _teams)_
- **End User Compute Manager **_(manages the team responsible for the full lifecycle for physical _devices and services)_
- **Core Support Services Manager **_(responsible for 2nd line support on all IT Core services (excluding _Enterprise Applications) - with a focus on deeper troubleshooting, issue analysis, and problem _management)_

You will ensure each of the 3 newly appointed managers are successful in the definition and start-up of their respective teams (staffing/onboarding etc) while ensuring continuity of service to the business (per SLAs) day-to-day throughout the transition to the new IT Operations leadership structure.

As member of the IT Operations leadership team, you will cultivate the OneIT vision of a global, unified "end-to-end" support model, drawing on your experience leading service delivery teams in support of the three managers in their new roles. A key definition of success in this role will be the reduction of dependency towards the end of the transitionary period, demonstrably measured by proficiency of the newly appointed managers.

**Here's what you'll be doing**:

- Providing an assessment and aligning with the Group IT Operations Director on the support, coaching and direction required by the 3 new managers individually in their new jobs
- Delivering a plan which defines milestones/activities supporting the 3 managers transition to their new roles as part of the new IT operations leadership structure
- Based on previous experience, provide advice and counsel to the Group IT Operations director on approaches (processes, tools, people related) associated with the transition to the new IT operations leadership structure
- Providing on-going direction, coaching, and leadership support required by the 3 managers in their new roles as part of the transition to new IT operations leadership structure (through scheduled /ad-hoc sessions, 1-on-1 and team meetings etc.)Supporting, coaching and directing each of the 3 managers to proactively monitor, identify, and document issues/risks related to the continuity of service to the business (per SLAs) - and ensure timely escalation (as needed) to the Group IT Operations director
- With each of the 3 managers - co-develop their start-up plans for building their respective teams - from staffing/onboarding, training etc. (based on 30-60-90-day planning framework)
- Serving on the IT Transformation Program Leadership team - providing the milestone/activity summary plan for the transition of the new IT Operations leadership structure - as well as a fortnightly dashboard update on milestone progress, issues, risks.
- Supporting the 3 managers in the rollout and adoption of new ITSM processes based on plans/milestones defined by the IT Transformation program - and the Service Delivery (ITSM) workstream
- Monitor and support each manager to ensure their respective administrative tasks are carried out in a timely and communicable manner (e.g. workload allocation, rostering, prioritisation, tracking, and reporting etc.)
- Monitor and ensure the 3 managers attend to (audit) global team outputs and assignments for accuracy, quality and compliance with security and other policies.
- Ensure work plans are in place (reviewed/monitored) with each of the 3 managers for project requests and BAU activities with the wider IT Ops leadership team and their Business Partners
- Proactively monitor and review performance with the 3 managers (per KPI, SLA reports etc) to identify actions to address issues

**What do you bring to the role?**
- Create clarity, build commitment, develop individual and team capability
- Commit to the mutual success of internal and external partners (e.g., IT Operations team, IT colleagues, business customers, suppliers etc.)
- Able to work with autonomy, manage own time and workload - while remaining in sync with IT leadership and team
- Demonstrates a leadership, coach / mentor mindset
- Fosters collaborative working relationships in all situations
- Excellent upwards and cross platform communication skills
- Commercial awareness in all decision-making processes
- Tolerance of ambiguity, while being able to break down challenges and obstacles
- Demonstrates urgency and versatility; demands accountability for results

**Requirements / Skills**

***
- Proven experience in leading IT Service Delivery managers or team leads through transition (definition and start-up) managing a globally dispersed team working across lev

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