Service Design and Transition Manager

**About Us**

BJSS is an innovative tech consultancy - a team of problem solvers. Since 1993 we’ve been finding better ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day.

We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people.

**About the Role**

As the Service Design and Transition Manager, you will work closely with Service Design and Transition Lead and have the following key responsibilities:
**Thought Leadership**
- Provide input to our Managed Service Design and Transition Strategy.
- Help to develop robust and repeatable templated Service Design, Transition & Acceptance processes
- Aligning Service Design and Transition to business processes

**Objectives**
- To create a set of artefacts that can be repeatedly used across multiple clients to ensure a high level of quality and consistency are achieved for Service Discovery, Design and Transition.
- _Service Discovery_- Current Support - capturing and understanding the 'as is’
- Maturity assessment - where appropriate/needed conducting a service support maturity assessment
- _Service Design_- Service Design Package
- Define Service Support Model
- Agree Service Level Agreements
- Define Service Process Model
- Agree Support Runbook content
- Agree toolset needed to provide support and monitor
- Define Roles and Responsibilities
- Define Managed Service reports and reviews
- Define Service Transition Plan
- Define the Security approach
- Agree third party integration
- _Service Transition_- Build the Service Transition plan
- Follow and report on Service Transition Timelines
- Agree Service Transition milestone
- Create and maintain Service Acceptance Criteria
- Create the required support processes
- Setup and configure the toolset
- Establish the monitoring and alerting tools
- Define Tech handover approach
- Environment handover and timescales
- Handover to the SDMs

**People Management**
- Provide support and mentoring to those who join the Service Design and Transition function.

**Raising awareness of BJSS (Managed Services)**
- Support the raising awareness of BJSS (Managed Services) both internally and externally by being involved in both internal and external events and other forms of communication for example townhalls, conferences, meet ups, Spotlight.

**Collective Management Responsibilities**
- Support Recruitment
- Learning & Development
- Academy Support
- Events & Marketing
- Business Development, Bids & Pre-sales
- To provide Service Management and Managed Service consultancy for perspective client engagements
- To work with the wider business and support the early involvement of Managed Service in client conversations

**About You**

We’d love to hear from you if:

- You lead by example.
- You can take responsibility and have a mind-set for continuous improvement.
- You have strong interpersonal skills and can listen to others.
- You have good presentation skills both written and verbal.
- You can inspire and motivate team members.
- You can provide effective feedback.
- You can mentor and guide team members.

Overall, you are ambitious, enthusiastic, and looking to help grow BJSS while maintaining the positive working culture that we have established in Managed Service.

**Experience**
- Deep and wide experience of ITIL service process architecture, service design, service transition and implementation in large-scale service management organisations.
- Experienced in Service Operations across a range of Managed Services engagements.
- End-to-end and appropriate Managed Services architecture and design that meets the customer’s needs including creation and delivery of presentations and supporting bid material.
- Track record in delivering Continuous Service Improvements.
- Experience with a wide range of service management toolsets.
- Wide ranging experience of Design and Implementing new service structures

**Some of the Perks**
- A collaborative and inspiring environment working alongside some of the best tech people in the industry
- Hybrid working - you can vary your working location to allow you to collaborate better, feed your creativity, and take the time and space to focus when you need it
- Training opportunities and incentives - we support professional certifications across engineering and non-engineering roles
- Flexible benefits allowance - you can spend on additional pension contributions, healthcare, dental and more
- Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and more
- Life Assurance (4 x annual salary)
- Giving back - the ability to get involved nationally and regionally with partnerships to get people from different backgrounds into tech
- 25 days annual leave plus bank holidays
- Discounts - we have preferred rates from dozens of retail, lifestyle and utility brands
- An industry-leading referral scheme
- Flexible holiday buy/sell option
- Electric vehicle scheme
- GymFlex gym membership programme

**Please note: any applicants must be able to gain valid SC clearance.