Service Design & Transition Manager

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Service Design & Transition Manager to be based in Telford on an initial 6 Month contract. Experienced Service Transition Manager with excellent experience transitioning projects in live services. Candidates who have worked in a DevOps environment will be highly desirable.

Job Title - Service Design & Transition Manager

Location - Telford - some travel to other sites

Duration - 6 Months

Summary of the role:

Reporting to the Lead Service Delivery Manager, this role will be responsible for managing the smooth and effective IT Service Design, Transition and Implementation of business projects and initiatives resulting in maximising service availability and reducing the long term cost of ownership. Based at either Newcastle or Telford, you will be part of a geographical responsible for the implementation and management of Incident, Problem, Change, Service Design and Transition processes.

The successful candidates will have experience of working with ITIL aligned Service Design & Transition services, including impacting for IT change and be responsible for managing the successful transition of your application and infrastructure assignments into the Live service, using tools such as Jira and Confluence, while maintaining a focus on continual service improvement.

You will work closely with your counterparts within the DG, Analysts, the other Service Design & Transition teams (Change Management, Configuration Management and Architecture) and the Lead Service Delivery Manager, to deliver a great service that is right first time.

Responsibilities include:

* Be accountable for Service Design and Transition activities for a portfolio of IT services within the business

* Define and be responsible for designing fit for purpose end-to-end service models, aligned to best practice (ITIL)

* Ensure service solutions are operable, recoverable and maintainable by service operations and are transitioned into the operational service

* Act as the single point of contact for the projects into operations and coordinate all transition activities

* Help the projects to successfully transition the service by clearly defining the Operations Acceptance Criteria from the start and guiding the projects to meet them

* Protect Operations / Production in ensuring existing services are not impacted adversely by the project releases

* Ensure early engagement into projects and drive collaboration between different teams including third party suppliers. Attending inception / discovery events and participate in Project Sprints to guide and advise on NFR's, service requirements and serviceability criteria.

* Act as Subject Matter Expert for the Service Transition Process, providing coaching and mentoring to stakeholders on SD&T standards across CDIO, maintaining and expanding own knowledge on SD&T process and approaches, through IT media, engagement with external experts and best practice organisations.

* Build and maintain relationships with Project Managers, and Service Operations to influence their decisions regarding the approach to the implementation of new/changed services

* Work with Product Owners to ensure expectations of service levels are appropriately set and managed with end users

* In conjunction with the Service Manager, review and improve the Service Transition process and associated deliverables

* Publish and maintain a Service Transition Readiness Report for each project

* Co-ordinate Design Walkthroughs, Service Readiness dress rehearsals, and Operational Acceptance Criteria

* To be responsible for informing IT Operations of expected SLAs for the solution to ensure the Division's Service Catalogue is accurately updated

* Responsible for the Post Implementation Review Process, ensuring lessons learnt are captured as improvement opportunities

* Proactively identify and deliver Continual Service Improvement initiatives across the SD&T processes, procedures and tools ensuring alignment to business objectives.

Essential criteria

* Substantial proven experience of managing pipeline activity and assessing subsequent impacts in a service delivery/introduction capacity

* Strong understanding of Dev Ops practises, ideally through first-hand experience of working in this type of environment

* ITIL V3 Foundation

* Excellent interpersonal skills, demonstrable at all levels, with a positive 'can do' attitude. A champion of service and transition, strongly focussed on enabling change to IT services through collaboration with, and across, the Client teams.

* Confidence to work both collaboratively and independently within a fast-paced environment

* Problem / Situation analysis skills, excellent organisational skills for self, expansive customer service skills.

* Demonstrable skills in self-sufficiency and personal development.

* Experience of managing transitions under high pressure and to short/aggressive time scales.

Candidates should submit CVs in the first instance. Mike Tripp 0161 924 3631