Service Transition Manager

The postholder will be part of a highly successful team working as part of the RSP within the HRA. The role is a critical part of the Programme, and the role holder will act as SME for Service Transition, acting as a liaison point between the RSP team and the wider business community, both internal to the HRA and external for any system transition related workstreams. They will also liaise with the suppliers and partners, regarding planning transition processes of ongoing and future transitions of new services transitioned to BAU.

The postholder will be expected to work with Head of Service Delivery in designing and implementing the correct, ITIL based, service transition processes for Service Go Live, ensuring their integration into the existing BAU support processes and to ensure that requirements of the Service Design are realised in operations.

Main duties of the job

The post holder will act as the lead for the Service Transition across all Digital & RSP services within Health Research Authority. This role will sit within Service Delivery team of HRA and will have direct accountability for ensuring the effective transition of new systems and services from Service Release to Business As Usual (BAU) within Research Systems Programme (RSP). The STM (Service Transition Manager) will be expected to work within a strategic service delivery framework set by Head of Digital Service Delivery, encapsulating all digital applications/systems and services designed and serviced by HRA. The role will incorporate acting as lead for Service Transition practice within IT Service Management portfolio and coordinate transition activities across projects, suppliers and operational teams.

The role will be expected to work across all the specialist stages of Service Lifecycle involving:

1. Service Design
2. Service Transition
3. Service Operation

About us

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for you, not just us and the work we do.

We're committed to creating an inclusive workplace that promotes and values diversity. We know from experience that different ideas, perspectives, and backgrounds create a stronger, more creative workplace that help us to deliver the best services.

We welcome applications which represent the rich diversity of our community. This includes:

• age
• disability
• ethnicity
• gender identity and expression
• religion or belief
• sex
• sexual orientation
• other diverse characteristics

We have policies in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process.

When applying to work here, speak to us about how we might be able to accommodate a flexible working arrangement - if it works for you, we'll do our best to make it work for us.

Please note, if applying to our Manchester, Nottingham or Bristol locations, we are only able to offer the role as home based.

Job responsibilities

This role sits within HRA Digital. The digital directorate is responsible for developing, delivering and supporting complex solutions within the HRA's portfolio of UK-wide information systems for health and care research. This includes a major programme to build new systems, and to achieve the successful migration and eventual closure of current systems.

The HRA Digital team is a collaborative, supportive team consisting of HRA employees, secondees, contractors and vendors. To find out more and to understand the full duties of the role, please refer to the job description attached.

In submitting your application with us, please note the following:

We currently do not accept applications via recruitment agencies. We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.

Where applicants fail to demonstrate how they meet any one of the essential criteria of the person specification, the application will not be shortlisted. You will be considered based only on the information in your application form. CVs will not be considered.

The HRA reserves the right to close this vacancy early should it receive a sufficient number of applications.

Person Specification

EXPERIENCE

• Evidence of working within a large-scale digital transformation program environment especially within Service Management provision.

ANALYTICAL AND JUDGEMENTAL SKILLS

• Ability to analyse and map out complex business processes using different analysis techniques and recommend improvements within system and business processes.

INTERPERSONAL SKILLS

• Demonstrable ability and experience to positively influence and persuade others (often challenging audiences at all levels where there may be resistance to change) to take a specific course of action by integrating logic, emotion and information to construct complex yet persuasive arguments.

QUALIFICATIONS

• Educated to Master's level (or equivalent experience in service management provision) plus significant specialist experience as detailed below or equivalent demonstrable capability.

KNOWLEDGE, SKILLS AND EXPERTISE

• A working knowledge and good understanding of service transition practice.
• Knowledge of data protection regulations including GDPR.
• A working knowledge and understanding of Project Management methodologies, e.g. Agile, SAFe.

EXPERIENCE

• Significant experience of successfully implementing and transitioning new services into BAU with attention to user experience, performance, robustness, security, and effectiveness as well as meeting the program deadlines.
• Significant experience of successfully managing end to end service lifecycle including service retirement.
• Experience of building, developing and maintaining successful relationships across organisational boundaries, delivering a high standard of customer service, developing the services beyond expectation where possible.

ANALYTICAL AND JUDGEMENTAL SKILLS

• Excellent stakeholder management skills that facilitate delivery in a large-scale environment.

INTERPERSONAL SKILLS

• Ability to work within a team and liaise proactively with colleagues.

KNOWLEDGE, SKILLS AND EXPERTISE

• Knowledge of Research Systems.

ANALYTICAL AND JUDGEMENTAL SKILLS

• Demonstrable ability to critically evaluate information gathered from multiple sources and extract pertinent detail from low-level information / decompose high-level information, to ensure comprehensive understanding is reached to design transition workstreams.
• Ability to keep up to date with current and emerging service management practices, relate them to the needs of the organisation, and explore opportunities with stakeholder groups.

INTERPERSONAL SKILLS

• Excellent written and oral communication skills in order to be able to exchange complex service management concepts in a manner appropriate to the audience and to influence and persuade people at all levels of the organisation.

Full-time, Flexible working, Home or remote working, Compressed hours