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Service Transition Manager
2 months ago
At Freshfields Bruckhaus Deringer, we are seeking a highly skilled Service Transition Manager to join our team. As a key member of our Service Management function, you will be responsible for the management and coordination of all Service Design and Transition activities, processes, systems, and functions to deliver assigned projects from idea to live delivery.
Key Responsibilities:- Help shape the process and governance around the Service Design and Transition framework.
- Contribute to the Service Design & Transition continuous improvement plan, ensuring that improvement opportunities are formally registered and delivered against agreed timescales.
- Work closely with Key Project Stakeholders, including Product & Service Owners, to suggest, collate, and validate IT Service to deliver business outcomes.
- Produce Service Design Packages that clearly and accurately define service definition, Service Criticality, Support Model, Underpinning Contracts, Support Hours, Staffing, and Supplier Management Processes.
- Work with Architects, Product Owners, Service, and Engineers to understand the changes required to technically implement solutions.
- Deliver Service Transition Activities in line with recognised best practice methodology, managing risk, governance, quality assurance, issue resolution, reporting, and ensuring the successful implementation of service resource skills and processes.
- Interface with 3rd party suppliers, involving agreement, planning, timelines, and quality of deliverables.
- Produce detailed Service Transition plans to manage risks, issues, and dependencies.
- Adhere to relevant escalation processes to escalate resource issues, support issues, delayed project phases, missed deadlines, and other planning issues.
- Ensure commercial project milestones are agreed and published, and that invoices are raised with reference to these dates and/or on completion of deliverables.
- Ensure the Service Design is mapped out with consideration to the existing operating model to determine any gaps and changes/additions which may be required.
- Ensure products and services delivered within Service Transition are within time and budget constraints and meet the required level of quality.
- Monitor the project, ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented.
- Produce support models and all required documentation for project delivery in line with the process.
- Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality, and customer satisfaction.
- Own the end-to-end delivery of Service Design and Transition activities for projects.
- Ensure effective warranty and early life management for project deliveries to Live Service.
- Forward-thinking and detailed Service Management professional.
- Process improvement skills.
- Experience of Customer Insight practices, e.g. Voice of the Customer.
- Experience in developing insight from a variety of data sources, including those created by other teams, such as data analysis and external research.
- Experience of assimilating fact-based evidence and recommendation into effective output.
- Excellent analytical, problem-solving, and influencing skills.
- Major Incident Management experience.
- Experience in holding supplier/service reviews with external vendors.
- Strong ITIL Experience (Foundation level minimum) and Service Management principle understanding.
Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions, and governments.
We are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:
- We show respect to everyone.
- We are there for one another.
- We are open with each other.
- We are positive role models.
We think and work globally - we do not just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work is not just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.
We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.
Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.
We are an equal opportunities employer and all applications received by the firm will be considered based on their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
We are a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case-by-case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.
