Service Transition Lead

Purpose of the Role

The role is responsible for managing Service Transition and Change across a portfolio of services aligned to business workstreams this includes Service Design delivery across early Project initiation tracked through to OAT and Go Live The aim of the role being to control prevent and manage the risk of unplanned service interruption across the business and ensure IT Services remain operable and supportable against defined outcomes

Key Responsibilities

• To ensure appropriate best practice ITIL processes and tools are in place along with a clear RACI that includes SIAM and associated 3rd party service providers
• Provide governance and assurance to Change Management and Service Transition
• Input into Service Review Boards as required by the Service Assurance Team to ensure that customer satisfaction scorecard activities are effectively addressed
• Deal with service transition and service change for both new and existing demand
• Undertake Service Design activities to ensure all nonfunctional and servicerelated aspects are addressed in early project initiation through to delivery into Production
• Review challenge and agree 3rd Party Service Schedules regarding SLAs and appropriate levels of cover
• Attend Technical Design Reviews in order to ensure relevant Service aspect have been accounted for and all elements have proposed support models
• Liaise with Business Change and IT Project Delivery teams to ensure projects are implemented successfully and without undue delay
• Ensure projects transition into BAU support seamlessly following the standard defined processes
• Methodology Processes
• Overall responsibility for the successful delivery and operation of the Change Management and Service Transition tasks by each IT Service or new business service
• Work in partnership with the SIAM service provider and 3rd party providers to ensure all service transition and change processes are followed and completed in a timely manner
• Structure and prioritise workload based on business priority benefit and residual risk to service operations
• Work with the Service Catalogue Lead to ensure both new and existing services are updated to reflect changes to scope ensuring ongoing change can be managed through automation
• Stakeholder People Management
• Create strong relationships with Business workstreams and key IT Stakeholders
• Maintain regular working relationships with stakeholders including 3rd party suppliers and brokering relationships at all levels to ensure the smooth delivery of change
• Work with and support the Service Transition and Change Manager manage prioritise and coordinate workloads based on business priority issues risk and benefits
• Financial Control
• Track effort associated with each service transition and change activity to ensure operational processes both efficient and effective utilising existing resources and BAU change processes wherever possible
• Deliver service change and transition in alignment with budget and timescales either as part of BAU change process or aligned to IT Project delivery
• Escalate issues or cost challenges to the Service Transition and Change Manager in a timely manner to avoid unbudgeted spend for service change and transition
• Service Transition
• Responsible for completing the Service Transition and Assurance productsdocumentation during and post transitions working with the SIAM partner to deliver continual improvement across all relevant processes
• Liaise with IT Delivery Project managers to ensure project level changes are implemented successfully to time and quality
• Responsible for ensuring projects transition into BAU support seamlessly working with the SIAM partner to onboard new service providers and manage change to existing service providers

Key Skills

• Experience and knowledge
• Hands on years experience in a similar IT Service Transition Change role managing change for business critical services
• Indepth experience in IT with a broad experience in Change Management underlying technologies and direct support of business services
• Experience of Service Design aspect including NFRs Support Models and OAT requirements
• Experience of document reviews including applying a Service focussed review of Technical Documents
• Experience of working in an outsourced environment particularly SIAM and also with Cloud service providers eg IaaS PaaS and SaaS
• Proven track record of operating ITIL Service Management processes especially Incident Problem Change and Configuration Management
• Excellent communication skills at all levels with the ability to translate IT change issues into business related vocabulary.

Skills

Mandatory Skills :
Resource Management,Stakeholder Management,Benefits Management,Quality Management,Project Planning,Scope & Change Management,Schedule Management,Project Financial Management,Risk/Crisis Management,Project Governance