Service Transition Manager

Artech L.L.C.; Bengaluru; On-site; INR 1,500,000 - 2,400,000; Full time

Job summary

Artech L.L.C. is seeking a Service Transition Manager to oversee transition, change, and release management across multiple applications and suppliers.

The role focuses on minimizing disruption, aligning business needs with IT operations, and delivering cost-effective support solutions. Responsibilities include planning change windows, coordinating with business and suppliers, and producing regular service reviews for senior management.

Qualifications

• Bachelor's degree in Information Systems, IT, or related field.
• ITIL v3 certification or equivalent.
• Experience in a multi-vendor environment with strong change and release management.

Responsibilities

• Plan and coordinate changes between Services Operations, the Business, and suppliers to minimize disruption.
• Own and manage relationships with business/clients to meet their needs.
• Define service transition strategy and ensure compliance with ITIL processes across on-shore and off-shore teams.
• Provide regular service review reports and KPI data to senior management.
• Drive adoption of common development/support services for mature solutions with customers.

Skills

ITIL v3

Change management

Release management

Project management

Stakeholder management

Cloud knowledge

SAP knowledge

Communication skills

Education

Bachelor's degree

Job description

The role is responsible for the transition and management of all IT Application services, including safe delivery of new, transition and performance of existing applications. They are tasked with ensuring that the impact of any change is fully understood and approved by the Business and Service Operations for implementation at an agreed date and time.

The Service Transition Manager role is part of a team that provides support for the Change, Release, Incident and Problem Management processes. They are there to fully understand Business needs and co-ordinate with / support the outsource supplier when introducing changes.

Key Responsibilities

They will also support the applications lead in owning and managing the relationship with the business/clients meet their needs.

Transition Manager is responsible for the planning and coordination of changes, between Services Operations, the Business and the supplier to minimise the likelihood of any disruption or degradation of service during the lifecycle of the change.

Build and maintain close relationships with the Business, to understand their goals, strategies, issues, and constraints and be seen as a trusted advisor on how best to introduce and support their technology services

Responsible for working with the Business, Service Operations and Service management to maintain and create cost effective support solutions for their services, based on Costs and Benefits.

Provide support options, with full transparency on costs to the business, based on usage, to support the business and clients in deciding the appropriate support solution for their needs

Work with the Business to develop an effective release window calendar, to enable Service Operations to manage the necessary maintenance and upgrade of the IT estate, whilst minimising the impact to the Business.

Work with the Business, Clients and Service Operations to agree an emergency release window where required

To be a point of escalation for Clients or Business to support them in ensuring successful delivery of their services.

Support the suppliers in developing, defining, and agreeing support packages with the Business, Clients and other suppliers.

Compile and present regular Service review reports Change and Release Management information to (operational reporting, global KPI’s, service reporting) to support senior management decision making and timely interventions working in conjunction with KPMG SIAM team

Define the Service Transition strategy and process and ensure all internal and supplier teams (on-shore and off-shore) follow the Service

Transition processes and strategies, using all appropriate standards and guidelines

Ensure Service Transition processes support all development process in the appropriate way (e.g. Waterfall, Agile, DevOps etc.)

Identify and work with suppliers to implement any improvement opportunities for the Change and Release Management processes, including how they dovetail with the other Service Management processes and the Business

Drive adoption of common development/support services for mature solutions with KPMG customers

Owns the transition process, develops the organisation's strategies and approach

Monitor’s supplier project quality outputs to minimise operational service issues

Actively engages with supplier Transition managers to ensure common understanding and awareness of service transition quality plans and processes

Agrees the service acceptance criteria with KPMG project/programme managers and Business representatives

Work closely with CDO Office PMO, EUC and IT Platforms leads, to understand future demand and pipeline of work and ensure readiness of supplier teams in terms of skills, size, locations etc

Understanding quality of services provided by the department (QA)

Support with managing existing suppliers, selecting and on-boarding new suppliers (Vendor Management)

Proven experience within a similar role as a Service Transition Manager, in a multi technology environment with extensive previous senior Service Transition and/or project management experience

Proven understanding of change management processes in a fully change managed environment (ITIL)

Excellent interpersonal skills, ability to negotiate and influence wide range of stakeholders

Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support

Experience in designing end-to-end service and support models

ITIL v3 certified

Must have excellent ITIL Service Transition process knowledge and experience

Bachelor's degree required, preferably in Information Systems, Information Technology, Computer Science, Engineering, or Business Administration. Advanced degree preferred.

Technology experience specifically within knowledge, change and release management

Experience within a multi-vendor team structure

Ability to work effectively across all levels of the organisation, leading by example to develop and maintain effective working relationships with a range of partners, delivery teams and stakeholders

Demonstratable people management skills with the ability to inspire and motivate team members and other colleagues to meet deliverables and adhere to agreed processes and ways of working

Ensures compliance of the business services impacted by the change

Understands policy, principles and approach

Applies understanding and knowledge in project or programme activities

Develops experience in the use of key change management tools and processes

Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as

motivating team members Demonstrable experience of delivering business change – including matrix management of project/ work stream teams

Previous exposure to service readiness, introduction or transition management roles

Able to demonstrate an excellent customer service focussed approach

Evidence of an understanding of new technologies and their support issues, in particular Cloud based and/or SAP

Established interpersonal skills, initiative, communication, negotiating, influencing and team working

Demonstrable experience of managing own workload, against a backdrop of external deadlines

Demonstrable ability to build and maintain strong interpersonal relationships

At a minimum, fulfil responsibilities for protecting information and systems to individuals in their areas to comply with the Information Security Management Policy (ISMP).

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The protection of individual assets.

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Administering users (e.g. adding new business users, updating access privileges and revoking user access privileges).

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Developing IT infrastructure and applications

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Performing information security impact assessments, business impact assessments or information risk assessments

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Performing information security testing (including the scoping and management of penetration testing)

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IT and information asset inventory management

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Carrying out specific information security processes as required by the information classification and any applicable Information Protection Plans (for example, regular user access reviews).

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Where applicable, for information security risk management activities, and, in particular, for acceptance of residual risks.

Hold the ITIL Certificate in IT Service Transition

Experience of a PRINCE2 Project Delivery environment

Exceptional communication skills, both written and verbal

Professional presentation with strong people skills with all levels across the firm

Able to gain credibility with senior staff and the trust of all staff