Service Transition Manager

Position Overview

The Service Transition Manager will play a pivotal role in ensuring the smooth and efficient transition of all aspects of service change, deriving from a programme of projects and workstreams. You’ll coordinate all related activities, from the stage where a project is fully owned by the Projects Team, through transition, to Service Management, where BAU support services are delivered by a variety of teams. You’ll collaborate with a number of colleagues and stakeholders to define a process to transition services with minimal disruption to business operations.

You’ll be joining a growing Corporate IT department at an exciting time. If you are a detail-oriented and strategic thinker, with a passion for ensuring seamless transition, we encourage you to apply for this opportunity.

Key Responsibilities

Process Design

• Establish, document, and communicate the Service Transition process and strategy across the organisation
• Conduct yearly process reviews, obtain feedback from others on how the process works, and implement improvements when required
• Provide guidance, training, and mentorship to colleagues involved in Service Transition activities
• Use existing toolsets to implement the process where possible

Communication

• Ensure regular communication with project stakeholders, and those invested in the status of a project, throughout the project and transition lifecycle
• Communicate any changes to process in advance of go-live, obtain buy-in from those who are regularly involved in transition activities
• Communicate any resourcing needs, to complete transition activities, with the relevant Team Managers
• Ensure that the Service Delivery Team are engaged throughout, should changes to the Service Catalogue need to be made

Integration

• Collaborate with the wider Service Delivery Team, to ensure the relevant Change Requests are raised when changes to services are implemented, the relevant Known Error records are created to document known bugs and workarounds, and for any other activities that may need to be completed
• Inform the Asset and Vendor Management Team of any changes to assets and vendor details, to ensure that the CMDB is updated accordingly

Relationship Management

• Establish and maintain excellent relationships with business stakeholders to aid smooth transition, acting as the primary interface for Senior Management for Service Transition activities and resources
• Engage with the Projects Team on a regular basis to align Service Transition activities with business objectives

Document Management

• Create a central repository for recording all documents, stakeholder decisions, meeting minutes, and the progress of all transition activities
• Develop comprehensive transition plans, encompassing timelines and requirements (people, test environments, hardware, etc.)
• Oversee the creation, and reviews, of documentation relating to Service Transition, including standard operating procedures and training plans

Risk Management

• Reduce likelihood of service impact by ensuring risks are reviewed and accepted by stakeholders, and communicated to users and support groups, in advance of go-live
• Ensure risks are highlighted at the earliest opportunity, and recorded centrally in the Risk Management tool
• Assist with the creation of mitigation strategies for accepted risks

Qualifications and Skills

• Minimum 5 years’ experience as a Service Transition Manager, preferably in a large, multi-client organisation
• Minimum 2 years’ experience working in an environment where ITIL Service Management principles and processes are implemented
• In-depth understanding of ITIL Service Transition processes and best practices, preferably certified in ITIL Service Transition
• Excellent communication (written and verbal) and interpersonal skills, and ability to collaborate effectively across different regions and cultures
• Excellent analysis and problem-solving skills
• Proven track record of successfully managing your workload, including the ability to plan, prioritise, and organise work to meet tight deadlines
• Understanding of Risk Management
• Ability to champion best practice and influence others
• JIRA experience is desirable, but not essential

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