Implementation and Service Transition Manager - FTC until 31 December 2025 - Milton Keynes

Implementation and Service Transition Manager – FTC until 31 December 2025 – Milton Keynes

Vacancy Name
Implementation and Service Transition Manager – FTC until 31 December 2025
Employment Type
Full-Time
Location
Milton Keynes
Job Role
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that\’s accomplished, we\’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 42,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
We\’ve got an exciting opportunity for a Service Transition Manager to develop Service Transition capability for the MIB and ensure a successful implementation and transition into BAU for specific MIB IT/Change projects.
Key Outputs
Manage transition and implementation planning in the run-up to product deployments – considering both technology and customer-facing activities. Co-ordinate project team members and third parties to:

• Analyse, document and deliver any actions required to ensure Operational Readiness – for MIB teams and 3rd-party service providers
• Ensure sufficient knowledge transfer, configuration diagrams and BAU escalation details are in place for MIB\’s Service Desk and 2nd/ 3rd line support prior to go-live
• Engage with Business Continuity to validate and agree all DR plans, exercises and recovery SLA\’s. Agree & plan the first test.
• Document detailed and sequenced implementation plans- to the hour if necessary – so that all activities are explored, documented and the risk of \’unforeseen\’ activities minimised
• Verify post go-live ServiceNow Incident and request queues are functional, appropriate and reporting on agreed SLA\’s and reporting metrics
• Establish and agree a set of launch readiness (go/no-go) criteria. Define/ manage a process for all interested parties to review performance against the go-live criteria ahead of the final decision point (e.g. including 3rd parties, infosec, data protection teams). Report progress and ensure all gaps that would lead to a \’no-go\’ are mitigated.
• Document contingency/ roll-back plans – to a similar level of detail – so that in the event of an unsuccessful launch, we can quickly re-establish service with minimal delay. Within that, establish a set of criteria that can be used to facilitate a \’continue\’ vs \’roll-back\’ decision.
• Manage the transition of project deployments into BAU service adoption. Establish and agree a set of handover criteria. Manage and track a process to close any gaps in the run-up to an agreed date for BAU adoption.
• Identify and manage any risks or issues that may impede successful go-live or transition into service for the product/release.
• Work with MIB and vendor teams to ensure that the new services have a full end to end support structure, including processes, SLAs, KPIs, documentation and monitoring commensurate with business priorities and aligned to ITIL v4 best practices for SAFe / DevOps development lifecycles.
• Agree a warranty period and exit criteria (e.g. linked to outstanding P1,P2 defects etc.); track and manage closure of outstandings against the exit criteria. Ensure that handover to BAU is controlled, approved against the criteria and agreed by the project and BAU service owner.
• Agree and document decommissioning plans with legacy system providers and Procurement team as necessary, to assign responsibility and timings for all key activities – including removal of operational facilities and equipment, and secure deletion of data – whilst ensuring operational dependencies are maintained.

Establish a Service Transition capability for the MIB:

• Design, develop and implement repeatable and standard practises for successful service transition.
• Set out a scope/vision for that capability, obtain sign-off and publish
• Establish and agree a Roadmap to deliver/improve capability over time, obtain sign-off and publish
• Set out short-term (
• Deliver agreed milestones as set out in the plan, to time and budget

Relationships
Qualifications and Education
Skills and Knowledge

• Previous Service Transition experience – ideally in a regulated and/ or insurance industry environment
• Demonstrable experience of working in large, complex, technology programmes
• Demonstrable experience of working successfully with 3rd-party delivery partners
• Demonstrable focus on driving results and benefits
• Excellent interpersonal, verbal and written communication skills gained through communicating at all levels – including at an Executive level
• Detailed understanding of technology, services delivery framework and agile & Dev Ops Project Management methodologies
• Service design experience
• Willingness to work in a matrix environment and to value the importance of teamwork. Demonstrable ability to influence outcomes, even in the absence of direct control over resource.
• ITIL qualification preferred (Intermediate certificate desirable)
• Ability to manage multiple and varied tasks with enthusiasm and prioritise workload

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people\’s lives, we want to hear from you.
FTC until 31 December 2025
Salary circa £70,000 per annum
Grade 13
35 hours per week (Monday – Friday)
IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) from our Milton Keynes office, MK14
Other Benefits include:
Contributory Group Stakeholder Personal pension scheme
Life Assurance
Employee Incentive Scheme
27 days holiday (plus public holidays)
Holiday purchase scheme
Sports and Social Club
24/7 Employee Assistance Programme
Free access to online tools to support mental and physical health
Enhanced maternity, paternity and adoption leave
1 volunteer day each year and charity matched funding scheme
For more information, take a look at our role pack HERE
Benefits
Contract Type
Fixed Term
Applications Close Date
10 Feb 2025