Service Transition Manager

Big Red Recruitment; Hatfield; On-site; GBP 55,000 - 75,000; Full time

Job summary

Big Red Recruitment is seeking a Service Transition Manager to ensure new and changed IT services are ready for go-live and handed over into BAU.

You’ll analyse incidents and user feedback, drive continual service improvement, and work with IT teams and suppliers to simplify and stabilise services across a large multi-site organisation.

Qualifications

• Understanding ITIL, service transition, change/CAB, SLAs and supplier management.
• Able to ask questions, plan and communicate effectively.
• Experience engaging with IT teams and suppliers across multiple sites.

Responsibilities

• Own service transition and readiness for new and changed IT services
• Make sure testing, support, documentation, training and handovers are genuinely ready before go-live
• Analyse incidents, service trends and user feedback to find recurring problems
• Drive continual service improvement rather than simply reporting on it
• Manage and challenge technology suppliers against agreed service levels
• Work closely with operational and senior stakeholders to understand where IT could work better
• Identify opportunities to simplify, optimise and automate services
• Help ensure a consistent technology experience across a large multi-site organisation

Skills

IT Service Management

Service Delivery

Service Transition

Service Improvement

Supplier management

Change/CAB

Job description

There’s a big difference between introducing new technology and introducing technology that actually works when it reaches the people using it.

That’s where you come in.

As Service Transition Manager you will make sure new and changed IT services are genuinely ready for the real world, are properly tested, documented, supported and then handed over into BAU.

But this isn't just a Service Transition role.

You'll also be looking at what happens after technology goes live.

Why does the same incident keep happening?

Why is a supplier repeatedly missing expectations?

What are users telling us that the service data isn't?

And, most importantly, what are we going to do about it?

You'll work across IT, suppliers and operational teams to identify recurring problems, improve service quality and make technology easier and more reliable for the people using it.

What you'll be doing:

• Own service transition and readiness for new and changed IT services
• Make sure testing, support, documentation, training and handovers are genuinely ready before go-live
• Analyse incidents, service trends and user feedback to find recurring problems
• Drive continual service improvement rather than simply reporting on it
• Manage and challenge technology suppliers against agreed service levels
• Work closely with operational and senior stakeholders to understand where IT could work better
• Identify opportunities to simplify, optimise and automate services
• Help ensure a consistent technology experience across a large multi-site organisation

What we're looking for:

You'll probably come from an IT Service Management, Service Delivery, Service Transition or Service Improvement background.

You'll understand ITIL, service transition, change/CAB, SLAs and supplier management but we're not looking for someone who simply knows the terminology.

We're looking for someone who asks questions. Who thinks and plans. Someone who communicates.

Someone prepared to ensure a succssful servic introduction but also investigate if something goes wrong, get the right people around the table and see the fix/improvement through.

You'll need enough technical knowledge to hold credible conversations with IT teams and suppliers, but just as importantly, you'll be comfortable talking to people who couldn't care less about ITIL, they simply want their technology to work.

Experience within a large, distributed or multi-site environment would be particularly useful.

If you're the sort of person who sees the same service problem for the third time and thinks “Why are we still fixing this instead of stopping it happening?”, we'd like to hear from you.