Service Transition Manager

An exciting opportunity has arisen with a global insurance firm for a Service Transition Manager to help evolve the service delivery approach and manage the movement of key systems into live service. You will play a crucial role in ensuring smooth delivery of IT and Service projects, acting as a gatekeeper for live service. You should have experience in Service Architecture and Design to manage the successful service transition of a number of IT systems into live operations. You will need a deep understanding of IT service management processes, coupled with expertise in service design and architecture, ensuring seamless service delivery and continuous improvement.

Role & Responsibilities

• Service Transition Management: Oversee and manage the end-to-end transition process for new or changed IT services, ensuring that services are delivered effectively and meet business requirements. This may include leadership, management and oversight of other Service Transition Managers if there is a requirement for the team to grow.
• Service Architecture & Design: Leverage your experience in service architecture to collaborate on designing scalable, reliable, and secure IT service support models. Ensure that services are designed to meet operational needs and customer expectations. Contributions towards, and potential ownership of support documentation for transitioning services.
• Process Design & Implementation: Develop, implement and optimise best practices for service transition, ensuring processes are efficient, cost-effective, and aligned with ITIL.
• Risk and Issue Management: Identify potential risks during the transition process and develop mitigation strategies. Resolve any issues that arise during the service transition phase and ensure minimal disruption to business operations.
• Documentation & Knowledge Management: Ensure that all necessary service transition documentation is created and maintained, including service design specifications, transition plans, and operational procedures. There may be the requirement to assist with and even lead on document creation such as Service Designs and Knowledge Articles.
• Quality Assurance: Ensure that all services meet the required quality standards before they go live, conducting rigorous testing and validation of new services and changes. There may be the requirement for leading workshops with multiple stakeholders of process walkthroughs and/or end-user case scenario walkthroughs.
• Stakeholder Communication & Collaboration: Work closely with Architects, Service Owners, Development, Operations, Business stakeholders & third parties to ensure all service transitions are planned and executed to the highest standard. Maintain clear and consistent communication with stakeholders throughout the transition process, providing regular updates on progress, risks, and issues. Lead post-transition reviews and use feedback to drive continuous improvement in the service transition process and service design.

Skills & Experience

• Proven experience as an IT Service Transition Manager, Service Architect, or a similar role within IT service management.
• Service requirement discovery, design and implementation experience.
• Establishing Service Transition strategy, approach and governance.
• Acceptance into Service requirement creation and management.
• Experience in designing and implementing complex IT services and solutions.
• Understanding of IT infrastructure, cloud technologies, applications, and service management tools.
• Excellent project management and organizational skills, with the ability to manage multiple transitions simultaneously, including proven experience managing to tight programme timescales and key performance indicators (KPIs).
• Experience with Agile, DevOps, or other modern software development methodologies.
• Experience with cloud platforms (AWS, Azure, etc.).
• Excellent communication skills, with the ability to collaborate with technical and non-technical stakeholders.
• Ability to manage multiple stakeholders and adapt to dynamic environments.
• Ability to analyse business requirements and translate them into effective service designs.
• Team leadership – Matrix management and team leadership if requirement and scale grows.

Desirable

• IT automation tools.
• Certification in ITIL framework and best practices, particularly in service transition and service design.

Package

£650 a day inside IR35 (to be discussed) 3 month extendable contract.