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Service Transition Lead

2 months ago

London, Greater London, United Kingdom Pontoon Full time £600
Position Overview:
As a Service Transition Lead, you will play a pivotal role in ensuring the seamless integration of new or modified services within our organization. This position is fully remote and is designed for a contract engagement.

About the Organization:
Pontoon is a prominent consultancy in the employment sector, recognized for its commitment to fostering innovation and delivering exceptional solutions in financial services technology.

Team Dynamics:
The Service Transition Lead will be an integral member of a focused team collaborating across various regions and business sectors. Your primary responsibility will be to advocate for the needs of clients, Service Management, and Operations teams, ensuring that all services are meticulously designed and fully operational at the point of launch.

Key Responsibilities:
1. Collaborate in the design of new or modified services, encompassing processes, systems, roles within the operational framework, resource allocation, budget considerations, and supplier requirements.
2. Oversee the acceptance criteria for operational readiness, release management, and service preparedness throughout the project lifecycle.
3. Establish a standardized approach to Service Transition through effective governance and defined Stage Gates.
4. Ensure that all Operations teams and clients are informed, equipped, and ready to support new services.
5. Identify and mitigate service-related risks and challenges.
6. Develop and implement standardized Service Introduction Processes to guarantee high-quality IT service rollouts.
7. Create and maintain a comprehensive Service Transition Plan.
8. Ensure compliance with acceptance criteria and that all Service Transition standards are met or surpassed.
9. Serve as a Subject Matter Expert (SME) in Service Design and Transition.
10. Participate in relevant project and program boards and steering committees.
11. Conduct impact assessments, evaluations, and risk analyses of new initiatives from a service management viewpoint.
12. Promote ITIL best practices within the organization.
13. Manage and oversee criteria for Service Transition activities, ensuring collaboration and engagement from service delivery and support teams.
14. Strive for minimal disruption to IT services during the introduction of changes.
15. Provide detailed plans that align project objectives with service introduction strategies.
16. Implement continuous improvement initiatives and manage solution defects pre- and post-launch.

Qualifications:
- Proven experience in Service Design and Transition within a global business context.
- Familiarity with enforcing Service Transition protocols and knowledge of project methodologies such as Prince 2 and Agile.
- ITIL and Project Management certifications are essential.
- Extensive experience in managing the complete transition management project lifecycle, particularly in transitioning large-scale projects from development to support.
- Background in Infrastructure and Applications Service introduction and transition planning.

Pontoon is dedicated to creating an inclusive environment that values diversity across all dimensions, including ethnicity, generation, religious beliefs, sexual orientation, and gender identity. We celebrate the unique talents and experiences of our team members.