Service Transition Manager

4 weeks ago

London, Greater London, United Kingdom ENGINEERINGUK Full time
Job Title: Service Transition Manager

We are seeking an experienced Service Transition Manager to join our team at ITV. As a Service Transition Manager, you will be responsible for ensuring the smooth transition of new or changed products, platforms, or services across the Group Technology estate.

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.

Requirements:

  • 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:

  • ITIL v3/v4 Foundation certification in Service Management.
ITIL V3 Service Transition/Service Design Qualified.ITIL Lifecycle Certificate in Service Transition.ITIL V4 Managing Professional Transition Qualified.

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