The Client is looking for a passionate and driven individual to deliver the Service Design and Transition of new services and changes as part of a large transformation programme delivering into live operation in a controlled manner.
The role will be working within one or more workstreams in preparing new and changing services for implementation, and for effective handover into service operation with associated service products. The role will be required to work with Project teams, Service Delivery and Operations and multiple vendors to receive new and changing services into service operation and minimise disruption to the business.
Service Design and Transition of two large programmes (Business Central and Order an Object) into live service operations. Responsibilities for this role include:
Overseeing the design and implementation of IT Services:
Ensuring that services align with business needs and are designed for usability, performance and efficiency
Managing service transition
Coordinating the transfer of services from the design phase through to operational status, ensuring minimal disruption and a smooth handover.
Developing and implementing Service Operating Procedures:
Establishing and ensuring documentation is completed for operating teams to follow, ensuring consistency and reliability in service delivery
Educating Service Delivery and Operations Teams:
Ensuring that training and resources are completed, understood and are effective to manage the new and modified services
Ensuring compliance with ITIL practices
Implementing and maintaining best practices for IT Service Management according to ITIL
Collaborating with Stakeholders
Engaging with business stakeholders, Technology Teams and external partners to align service design and transition with strategic goals
Continuous Improvement
Monitoring Service performance and making recommendations for improvements to ensure high standards of service delivery.
Expected outcomes/deliverables:
Discovery of intention
2. Design and develop Service Operation Procedures that align to the Service Operating Model/Target Operating Model
3. Weekly reporting tracker that includes status against activities, issues, risks etc
4. Collaboration and alignment with the Business Change, Project Manager/Lead to understand and delivery key service components of the Technical Readiness and Business Readiness
5. Full documentation to include artefacts, creation of relevant templates with set up of document control within Client fileshare product, Risk Assessments, weekly RAG status capture, Operational checklist and a Target Operating Model (specific to the projects), operational status/Management Information reporting requirements
6. Full transition of service into Production and Service Delivery & Operations Production systems with supporting documentation aligned to Project Stage Gate 4
7. Continual service improvements identified during hypercare phase as agreed with the Project and Service Delivery and Operations
The role involves:
Working in an ITIL environment particularly in Service Design and Transition processes and roles, along with ITIL Service Transition lifecycle, principles, processes, functions and activities.
Engagement with project teams, so that they understand and plan for what is required to transition Services into the live environment
Manages the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support teams
Undertake Service Design activities for the two main projects with an impact to the service organisation, support team capabilities, structures or capacity
Facilitate workshops to define clear roles & responsibilities between Product and Service Delivery and Operations, with an outcome of people and process impact to the BAU operating model
Apply best practice and experience to develop and tailor the service design and transition activities on per project basis
Producing Service Models, SLAs, Warranty/ELS, Service Definition and cost models.
Support the creation of RFP responses and quotations for the service design and transition activities and ongoing operational support.
Develop and manage service transition plans and status updates for the activities and deliverables required
Responsible for the co-ordination of transition activities internal technical resource, 3rd party suppliers, account team members and client stakeholders
Producing Service Models, SLAs, Warranty/ELS, Service Definition and cost models.
Develop appropriate service and support models for the level of change planned and budgeted for within agreed delivery schedule
Provide Single Point of Contact to the project for delivering service transition activities and adhere to relevant escalation process
Define appropriate level of Service Acceptance Criteria and maintain responsibility for ensuring criteria is met before Go Live
Deliver Service Transition activities within time and budget constraints, meeting the required level of quality and other Key Performance Indicators
Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction
Carry out ad hoc duties as requested by appropriate managers within your department