Service Transition Manager. 3 Month Contract. Coventry

Main purpose of role

The Service Transition Manager will be experienced in service transition and defining the service model. Accountable for the successful transition of new and changed services to the operational support teams. You will liaise between project managers, architecture teams, operations teams, and our partners/supplier communicating between all key stakeholders to ensure the smooth and successful implementation of new services, executed to high quality standards. Due to the global nature of this role it is important that you are willing to work outside of normal UK working hours on occasion.

Key Skills:

• Service Transition
• Service Level Management
• Supplier Management
• ITIL Lifecycle – Incident, problem, reporting
• IT governance

Role and Responsibilities:

• Act as a gate keeper function that ensures successful transition into operational support.
• Customer focused with a passion and drive for achieving customer satisfaction. A proven ability to make customer orientated decisions.
• Ensure that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders.
• Represent Service and Operational teams at project meetings.
• Define and implement service acceptance criteria, ensuring all services have an end-to-end support model, quick reference guide, processes, SLAs, KPIs.
• Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
• Identify and manage risks to ensure a smooth transition to service.
• Strong attention to detail, good organisational skills with the ability to prioritise with changing situations.
• Excellent interpersonal, verbal and written communication skills to drive tasks to completion.
• Significant experience gained in an IT service management/delivery organisation.
• Experience of project delivery in all aspects of the transition for the introduction of new/changing services.

Required Skills/Experience:

• Experience working in a large scale IT department (experience desirable).
• Multi-site, multi-country experience.
• A passion for delivering an outstanding client experience.
• A patient and methodical approach to dealing with IT issues and managing client expectations.
• A keen interest in keeping abreast of technology developments, coupled with a sound understanding of the practical application of technology to business requirements.
• Familiarity with all aspects of service delivery. Displays up to date knowledge of significant areas of operational and/or development environments.
• Broad knowledge of current practices associated with development and service provision.
• Understanding of the main issues facing both IT and the Organisation’s management in a commercial context, especially in management and control aspects.
• Experience of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters.
• Effective in dealing with professionals and managers in other disciplines.
• Results orientated with the ability to build effective relationships.

Proficient in:

• Service Design and Transition
• Service level agreements
• Operations Management
• Corporate, Industry and Professional Standards – e.g. accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL standards.

Education:

Post-secondary degree or equivalent combination of relevant education and work experience that will allow successful performance of job expectations.

Certifications:

ITIL V3 Foundation minimum, ideally intermediate level.

Experience:

5 - 10 years of relevant experience.

Rates: £250-300 per day dependant on skills and experience. Possible permanent placement if the candidate is interested to stay on after the initial contract period.