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For Companies At a Glance
- Tasks: Lead and coordinate Service Design and Transition activities for exciting projects.
- Company: Join Freshfields, a global leader in business and legal services based in Manchester.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Why this job: Be part of impactful projects that enhance service delivery and customer satisfaction.
- Qualifications: Passion for service management, strong analytical skills, and ITIL knowledge required.
- Other info: Freshfields values diversity and encourages applications from all backgrounds.
The predicted salary is between 48000 - 84000 £ per year.
Role summary/purpose of job
The Service Transition Manager is responsible for the management and coordination of all Service Design and Transition activities, processes, systems, and functions to deliver assigned projects from idea to live delivery.
Location Overview: Manchester
The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.
Function Overview
This role reports into the service management and then Technology Services function that is responsible for the delivery of IT services to the firm.
Key responsibilities and deliverables
Help shape the process and governance around the Service Design and Transition framework.
Contribute to the Service Design & Transition continuous improvement plan, ensuring that improvement opportunities are formally registered and delivered against agreed timescales.
Working closely with Key Project Stakeholders including Product & Service Owners suggesting, collating and validating IT Service to deliver business outcomes.
Producing Service Design Packages which clearly and accurately define service definition, Service Criticality, Support Model, Underpinning Contracts, Support Hours, Staffing and Supplier Management Processes.
Working with Architects, Product Owners, Service and Engineers to understand the changes required to technically implement solutions.
Deliver Service Transition Activities in line with recognised best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.
Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables.
Produce detailed Service Transition plans to manage risks, issues and dependencies.
Adhere to relevant escalation processes to escalate resource issues, support issues, delayed project phases, missed deadlines and other planning issues.
Ensure commercial project milestones are agreed and published and that invoices are raised with reference to these dates and/or on completion of deliverables.
Ensure the Service Design is mapped out with consideration to the existing operating model to determine any gaps and changes / additions which may be required.
Ensure products and services delivered within Service Transition are within time and budget constraints and meet the required level of quality.
Monitor the project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented.
Produce support models and all required documentation for project delivery in line with the process.
Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction.
Own the end the to end delivery of Service Design and Transition activities for projects.
Ensure effective warranty and early life management for project deliveries to Live Service.
Key requirements
Knowledge & Experience:
Forward thinking and detailed and passionate Service Management professional
Process improvement skills
Experience of Customer Insight practices e.g. Voice of the Customer
Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research
Experience of assimilating fact-based evidence and recommendation into effective output
Excellent analytical, problem solving and influencing skills
Major Incident Management experience
Experience in holding supplier/service reviews with external vendors
Strong ITIL Experience (Foundation level minimum ) and Service Management principle understanding
Technical & People Skills:
Applies structured thinking and logical reasoning
Collaborative, professional, accountable and trustworthy
Passion for customer excellence
Ability to translate analysis into insights
Fosters strong connections and works in collaboration with other teams & departments
Knowledge of systems and relevant software applications (ITSM toolsets – ideally ServiceNow)
Service Management process and lifecycle management – previous experience with Service Management communication and interaction channels.
Knowledge of modern approaches to Service Management, including automation.
Proven skills in matrix management
Highly dynamic approach to task management
Able to present at all levels, able to communicate technical findings to non-technical audience in an engaging manner
Ensuring stakeholders and contributors are involved across the change management process, gaining sign off at regular touchpoints
Excellent communication skills, written and verbal.
Empathetic – Views from a customer perspective
Ability to influence outside of specific area of management, demonstrating the value and encouraging collaboration
Can generate solutions from complex problems
Excellent facilitation ability
Sound commercial acumen
Decisive and calm in a crisis
Inclusion
Freshfields is an equal opportunities employer and all applications received by the firm will be considered on the basis of their merit alone. We welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK in the role in question and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only if and when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case-by-case basis and take a number of relevant factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.
Service Transition Manager employer: Freshfields Bruckhaus Deringer
Contact Detail:
Freshfields Bruckhaus Deringer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Transition Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and Service Management best practices. Since the role requires strong ITIL experience, demonstrating your knowledge in this area during interviews can set you apart from other candidates.
✨Tip Number 2
Network with professionals in the Service Management field, especially those who have experience with Service Transition. Engaging with them on platforms like LinkedIn can provide insights into the role and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed service transitions or improvements in past roles. Being able to articulate your hands-on experience will demonstrate your capability to handle the responsibilities outlined in the job description.
✨Tip Number 4
Research Freshfields and their approach to Service Design and Transition. Understanding their values and how they implement these processes can help you tailor your responses in interviews and show that you're genuinely interested in the company.
We think you need these skills to ace Service Transition Manager
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Service Transition Manager position. Tailor your application to highlight how your skills and experiences align with the key responsibilities outlined in the job description.
Highlight Relevant Experience: In your CV and cover letter, focus on your experience in service management, process improvement, and project delivery. Use specific examples that demonstrate your ability to manage service transitions and work collaboratively with stakeholders.
Showcase Your Skills: Emphasise your analytical, problem-solving, and communication skills. Mention any relevant certifications, such as ITIL, and provide examples of how you've applied these skills in previous roles to achieve successful outcomes.
Craft a Compelling Cover Letter: Your cover letter should not only reiterate your interest in the role but also explain why you are a great fit for the company. Discuss your passion for customer excellence and how you can contribute to the continuous improvement of their service design and transition processes.
How to prepare for a job interview at Freshfields Bruckhaus Deringer
✨Understand the Service Transition Framework
Familiarise yourself with the Service Design and Transition framework. Be prepared to discuss how you can contribute to shaping processes and governance, as well as your experience in continuous improvement initiatives.
✨Showcase Your Analytical Skills
Highlight your analytical and problem-solving abilities during the interview. Be ready to provide examples of how you've used data analysis to drive insights and improve service delivery in previous roles.
✨Demonstrate Collaboration and Communication
Emphasise your collaborative approach and ability to communicate effectively with both technical and non-technical stakeholders. Prepare to discuss instances where you've successfully influenced others or facilitated discussions across teams.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to manage risks, issues, and dependencies in service transition projects. Think of specific examples from your past experiences that demonstrate your capability to handle such situations.
