ITIL Service Transition Manager - Contract
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 PCMS 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
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
* 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
* PMP/PRINCE II * Understanding of ITIL principles * Working knowledge of Microsoft Project