IT Service Transition Team Manager

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Service Transition Team Manager required for a leading British client in Basingstoke

The IT Service Transition Team Manager is a dual role accountable for leading the Service Transition function (small team of three resources) whilst also personally delivering Service Introduction for new and existing applications / systems within the organisation. The Service Transition function also includes Release Management and Change Management.

The IT Service Introduction Manager will ensure the smooth and timely delivery of IT Services within the organisation. Service Introduction is a critical capability that ensures that IT Services are evaluated and tracked throughout their development lifecycle so that they can be formally accepted into production with all the relevant support in place to run the service.

Role Specific Responsibilities & Accountabilities

Team Leader Role

'€¢Provide leadership for the Service Transition function, including accountability for Change, Release and Service Introduction

'€¢Ensure that the proper processes and policies for Change and Release are being used, to ensure minimum operational impact of changes and releases

'€¢Working with others in the IT Operations team, proactively improve the policies and processes for Service Introduction, Change and Release

'€¢Provide cover for the Change and Release resources when required, including leading CAB

'€¢Measure and report on the KPI's for the function, including the services provided by the third parties that contribute to these functions

Service Introduction Role

'€¢Responsible for the management of the transition and Service Introduction of all projects into live service

'€¢Managing the specified acceptance criteria for service acceptance, operational, release and service readiness review throughout the project life cycle

'€¢Identifying and managing all service related risks, impact and issues to new and existing services throughout the life cycle of the project

'€¢Ensure all documentation, processes & tools required for effective operational management of any new system or infrastructure is in place before go-live, or where incomplete the operational risk is understood and clearly articulated.

'€¢Provide a process that is aligned into the clients Delivery Framework that can flex to meet the stated requirements of projects irrespective of development methodology, risk or complexity, managed through continual service improvement

'€¢Provide a process that is sufficiently flexible to enable delivery of all projects and programmes including Legacy, Digital, B2B partners etc.

'€¢Ensuring a consistent and seamless approach to service transition covering policy, process and procedures

'€¢Ensuring that IT Delivery towers have the capability and are prepared to transition to the live environment with minimal risk.

'€¢Ensuring all service management requirements are understood by project teams and the project is delivered to the agreed specification at each quality gateway

'€¢Responsibility for Service Acceptance Board

'€¢Produce agreed support models, early life support and warranty processes ensuring they are resourced correctly and managed through the project

'€¢Compile and analyse monthly management reports to show the movements, trends and risks across projects

'€¢Establish, record and monitor IT transition KPI's and report the impact of projects, products, software and services

'€¢To work in collaboration with the operational Delivery Managers, Build, Test & Deployment Teams as well as the Change and Release Managers.

'€¢Act as out of hours IT escalation manager on a rota basis to support stakeholder management.

Capability, Knowledge and Experience:

'€¢Proven experience working within 24/7 IT operational environment

'€¢Proven experience delivering continuous service improvements for the business

'€¢Proven experience coordinating taking a lead role with at least 2 reports

'€¢Experience of implementing IT change into a live IT environment

'€¢Strong background in Service Introduction and Transition within a complex business environment

'€¢Have strong experience enforcing Service Introduction and transition process and ideally a strong understanding of project methodologies such as Prince 2

'€¢Be able to manage diverse and challenging stakeholders

'€¢ITIL Foundation accredited

'€¢Desirable to have experience of ServiceNow