Service Design and Transition Expert
1 month ago
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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