Service Transition Manager

2 weeks ago

London, Greater London, United Kingdom ENGINEERINGUK Full time
Service Transition Manager

The Service Transition Manager will play a pivotal role in defining E2E Service and Support Models within the context of Service Design through to live operations. Key considerations include a multi-supplier ecosystem of both internal and external suppliers, stakeholders and associated commercial and operational influences creating complex challenges for the experienced Service Transition Manager.

The successful candidate will also support the coordination of Transition resources across projects from the resource augmented team.

Main Responsibilities

  • Work closely with service providers, project delivery and project management office teams to ensure engagement with project teams are established at the right time.
  • Provide Service Architecture governance, leadership and design oversight during the definition of E2E Service Model(s) / Target Operating Model(s).
  • Engage, evangelise, mentor and build relationships with suppliers, product, platform, or service teams, and wider business stakeholders driving Service Design thinking and best practices across the technology estate.
  • Ensure all Service Design activity adheres to the ITV Technology Group Cyber Security policies.
  • Assess the impact of and monitor the progress for change and releases of new and existing products, platforms or services across the GT project portfolio and GT Demand Funnel.
  • Own, manage and deliver Service Design, Transition, and Service Readiness activities across a portfolio of projects for products, platforms and services across Group Technology and beyond.
  • Support the creation and maintenance of the Group Technology Service Design & Service Transition deliverables and effectively communicate to service providers, suppliers, project delivery teams and senior management.
  • Escalate any Service Design & Service Transition operational resource constraints or contention to the Sr Service Design & Transition Manager.
  • Work with the Service Delivery and Operational teams to ensure required Knowledge Management updates are performed and maintained on a regular basis.
  • Ensure that submitted releases have been fully tested and include release notes and back out plans and agree a suitable warranty period to support smooth Transition into BAU.
  • Identify, articulate and report on the status of operating risks with key stakeholders prior to releasing products, platforms or services and influence decisions with the business's best interest in mind.
  • Support effective communications surrounding the service Design/ Service Transition process that the role is delivering such that all the required parties across the business are aware of the process, have a common and clear understanding of all decisions made and accepted prior to implementation.
  • Own and manage relevant Operational Readiness Review(s) prior to services 'going live', clearly articulating activities completed as part of the Service Design & Transition Process and ensuring relevant sign-offs are obtained from all key stakeholders.
  • Support the maintenance and tracking of an accurate log of all changes being Transitioned into Operations show progress and current status.
  • Coordinate the activity of more junior members of the resource augmented Service Transition team across the Service Transition project portfolio ensuring that quality standards are maintained and that transition activity completes in agreed timelines, to agreed cost and quality criteria.
  • Continuous improvement of Service Design & Service Transition Processes, focused on regularly enhancing the capability by incorporating creative approaches, new technologies, and customer feedback to stay aligned with customer needs and business goals.
Skills you'll need

  • Extensive knowledge of Service Design & Transition Management processes and standards within a corporate environment.
  • Demonstrable experience of architecting E2E Service Models and Solutions from the design phase and into live operations.
  • Background in Service delivery / Service Management roles, with solid understanding of Service Management Frameworks and IT Service Management (ITSM) processes.
  • Demonstrable experience of completing multiple complex Transitions in parallel within both Waterfall & Agile environments and associated challenges / opportunities.
  • Excellent Stakeholder Management / Business Relationship Management experience.
  • Demonstrable experience of transitioning On-Premise / SaaS / IaaS / PaaS products, platforms or services into live operations across the following disciplines:
    • Frontline / Service Desk
    • End User Computing
    • Business Applications
    • Infrastructure
    • Cyber
Qualifications/professional certificate

Required:
  • ITIL v3/v4 Foundation certification in Service Management
Preferred: (Any of the following or equivalent qualifications would be beneficial:)
  • ITIL V3 Service Transition/Service Design Qualified
  • ITIL Lifecycle Certificate in Service Transition
  • ITIL V4 Managing Professional Transition Qualified
ITV is for everyone.

ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we'll guarantee to take you to the next stage.

We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments.

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