ITIL Service Transition Manager - Contract

Recruiter
RTM
Location
Coventry
Posted
15 Mar 2019
Closes
24 Mar 2019
Contract Type
Full Time

KEY RESPONSIBILITIES

Transition

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.

SKILLS & EXPERIENCE

Essential

* 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

Desirable

* PMP/PRINCE II

* Understanding of ITIL principles

* Working knowledge of Microsoft Project


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