Manager, IT Service Management

Aurecon; Pasig; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Flexibility

Recognition

Family support

Community volunteering days

Career development

Job summary

Aurecon is seeking an IT Service Design and Transition Manager to steward the design of new and changed services and their transition into live operations. You will work with project teams, operations, and service owners to ensure seamless delivery and continual improvement.

You will lead a design and transition pod, oversee service design across architectures, and drive standards, quality, and efficiency across global projects. A degree and ITIL experience are required.

Qualifications

• Degree or equivalent professional training is required.
• At least 5 years in an IT service environment within a large, complex organization.
• At least 2 years in a service environment with ITIL service management principles.

Responsibilities

• Design and transition of new and changed services to live operations.
• Ensure services meet quality, cost, and timeline expectations.
• Lead the Design and Transition pod and embed Service Design within Tech.
• Manage the Design and Transition team to maintain high service standards.
• Act as process owner for Design and Transition practices (UX, Adoption, SLAM, Transition, CM, Asset Portal, Process Management).
• Develop customer-centric delivery processes and publish operating procedures.

Skills

Leadership

Communication

Negotiation

Problem solving

Technical background

Education

Bachelor's degree or equivalent

Job description

At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are.

Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

What will you do?

The IT Service Design and Transition Manager will be responsible for the design of new or changed services introduction into the live environment. Accountable for the transition of all aspects of service change deriving from projects, from the stage where it is owned fully by a project team, through transition to service management, where business as-usual services are delivered by the support groups.

This role will work closely with the project teams and the operations team (service owners, service delivery manager, L1/L2 support teams, change management and the infrastructure teams).

We know the work we do is vital in assisting Aurecon's business globally. Here are the key things you will do to ‘bring ideas to life’.

With that purpose, high level responsibilities include (but are not limited to):

• Responsible for the design and transition of new and changed services and the many aspects required to deliver services effectively such as processes, architectures, and tools.
• Ensure services are designed and transitioned to meet stakeholder expectations for quality, cost, and timelines
• Lead the Design and Transition pod, ensuring Service Design is embedded within Tech and services transitioned effectively
• Managing the Design and Transition team to ensure services are provided to a consistently high standard
• Act as process owner for Design and Transition practices of UX and Adoption, Service Level Management, Service Transition, Configuration Management, Asset Management Portal, and Process Management. Leads the team to drive continual improvement
• Ensure our services provide an efficient customer centric delivery model, in collaboration with both internal and external service providers, develop our processes and principles with an overall aim of offering seamless support to all staff and customers, improving their experience
• Lead the design and document operating procedures and processes for each of the service management areas, making such documents publicly available and regularly reviewed.

You will also need the following capabilities:

Qualifications (Required)

• Education to degree level or able to offer the equivalent in terms of professional training and experience
• At least five years’ experience working in an IT service environment within a complex and diverse organization
• At least two years’ working in a service environment where ITIL service management principles and processes are implemented

Essential Skills and experience

• Demonstrates significant leadership capability and ability to inspire multi-disciplinary teams around a common purpose
• Passionate about ensuring solutions and implementations are reliable, scalable, maintainable, secure, and supportable.
• Demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organization
• Good technical background to understand different architectures of core systems and impact of new technologies. Experience on enterprise level application and infrastructure projects will be an advantage.
• Proven track record of working independently and showing persistence, while fostering good working relationships across teams
• Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail
• Excellent analysis and problem-solving skills
• An understanding of the need for standards in IT and a willingness to achieve further formal ITIL qualifications as required

At Aurecon, we know every career adventure is unique. That’s why our benefits are designed to support you and your family - at every stage.

• Flexibility - balance what matters most to you
• Recognition - your impact matters
• Family - support for modern families and carers
• Community - give back through volunteering days
• Career development - learn, lead and shape your career

Our Aurecon Attributes describe the types of people we bring together for clients. We don’t expect you to have all eight of the attributes, but one that is unique to you.

Finally, we value that each of our team members brings something different to Aurecon. We look for people who have had a broad range of experiences throughout their career and can demonstrate how they have worked as part of a team to bring ideas to life. Does that sound like you?

About us

We’ve re-imagined engineering.

Aurecon is an engineering and infrastructure advisory company, but not as you know it!

For a start, our clients’ ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world’s most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can’t. Think engineering. Think again.

Want to know more?

You can learn more about what it’s like to work at Aurecon by visiting the careers section of our website.