ITIL Service Transition Manager - Contract

15 Mar 2019
24 Mar 2019
Contract Type
Full Time



Defining, designing and leading best practice approach, governance adoption and adherence for seamless service transition to BAU

* Coordinate internal resources and third parties for the seamless execution of on-boarding projects into PCMS support; within time, scope and budget parameters.

* Liaise with relevant stakeholders to ensure resource availability and allocation for projects

* Carry out/co-ordinate due diligence with customer/current provider to ensure the business has a clear understanding of the requirements of the service to be delivered, thereby ensuring a smooth take-on of work into Support.

* Ensure all projects are delivered on-time, within scope and within budget

* Developing Transition scopes and objectives, involving all relevant stakeholders

* Ensure technical feasibility of the solution

* Develop a detailed project plan to track progress

* Use appropriate verification techniques to manage changes in project scope, schedule and costs

* Measure transition project performance using appropriate systems, tools and techniques

* Report and escalate to management as needed Perform risk management to minimise project risks

* Establish and maintain relationships with third parties, managing the client relationship through to BAU

* Create and maintain comprehensive project documentation

* Identify problematic areas and implement strategic solutions

Team Management

Create an inspiring team environment with an open communication culture to ensure team members are motivated

* Set clear team goals

* Oversee day to day operation of the team and live transitioning projects

* Recognise high performance and reward accomplishments

* Encourage creativity

* Undertake regular 1-2-1s with all team members

* Ensure all team members have a development plan and objectives in place

* Assist in the management of robust and effective transition of multiple projects and service requirements into steady state service.

* Improve and ensure compliance with standard service architectures.

* Ensure compliance with service acceptance and operational readiness criteria.

* Identify all operational readiness activities and ensure they are in place in preparation for service go live.

* Oversee the transition of services into the steady state service and support through hyper-care or ELS periods.

* Determine potential impact and demands on the respective service desks/support teams.

* Ensure that key Support functions are aware, prepared and capable of supporting any new or amended deployed services.

* Ensuring the creation of Service Design Packages takes place and Change Requests are raised.

* Production of quality based reporting on the service design and transition processes inc. BAU change management.

* Assist with the running of Change Advisory Board meetings.

* Improve and manage policy and processes relating to Service Design, Transition and Change.

* Identify service risks associated with new service proposals and ensure these are added to the service risk register.

* Work closely with the Vendor/ Supplier Manager to ensure new suppliers or changes to defined 3rd party services are reflected in the service architectures.



* Proven experience as a Team Leader or Supervisor

* Excellent communication and leadership skills

* Organisational and time management skills

* Decision making

* Proven work experience as a project administrator in the IT sector

* Solid technical background with a good understanding or hands-on experience in software development or managed services

* Excellent client facing and internal communication skills

* Excellent written and verbal communication skills

* Attention to detail and multitasking skills

* Dynamic and agile approach to tasks

* Ability to rise above immediate problem and see the bigger picture

* Able to makes decisions, take action and make commitments

* Makes a strong, positive impression on first meeting, with authority and credibility

* Applies knowledge of products/services, customer needs, and technology, to capitalise on opportunities

* Driving licence



* Understanding of ITIL principles

* Working knowledge of Microsoft Project

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