Service Design and Transition Expert

1 month ago


Milton Keynes, Milton Keynes, United Kingdom ENGINEERINGUK Full time

About EngineeringUK

At EngineeringUK, we're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. We're passionate about fostering empowered individuals and teams who understand that technology is not just a tool.

Brief Description

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are helping to reshape the railway, we operate with a talented and passionate workforce.

About the Role

To manage the Service Design & Transition element of Projects & Programs introducing new or changed Services into live operation and retiring old services. Matching the nonfunctional requirements with the ITSS Operating model and the Service Catalogue.

Key Responsibilities

  • Be the single point of contact for the project on matters regarding support.
  • Advise the project and support stakeholders of any deviations from technology and support strategy, standards, and policies.
  • Translate the non-functional requirements into a practical support model.
  • Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget.
  • Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.
  • Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.
  • Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the Network Rail risk register.
  • Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.

Requirements

  • Proven experience in Service Management.
  • This role is aligned to the ITIL framework; therefore ITIL v3 Foundation.
  • ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience.
  • Good understanding & experience of using service management tools.
  • Understanding of risk management.
  • Formal Project and Programme Management qualifications such as APM, PRINCE2 and MSP or equivalent experience.


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