Transition Planning & Service Introduction Manager

Job Type: Full Time, Hybrid 

Location: London or Durham, Lytham or Glasgow. 

As a member of the Service Change Team you will play a leading role in the management of the introduction/change to Services within the business, ensuring new changes to Business & IT Services are implemented with minimal impact to customers/users.

You will have responsibility for implementing/embedding & managing the Transition Planning & Service Introduction (TPSI) process. Working with multiple stakeholders across Enterprise Service Management senior management. 

The role will work initially with the Transformation Programme to ensure that the transition releases (delivering a new multi-supplier model) are deployed into live with control and rigour using a defined gated process.

• Managing the process to transition projects to live service in a safe and structured manner, engaging with project teams, enterprise service team and strategic partners to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
• Coordinating and controlling activities across the supplier eco system to prepare and implement new/changes into the live environment.
• Ensuring that our suppliers adhere to the agreed process and commitments in relation to Transition Planning and Service Introduction process. 
• Providing SME guidance and knowledge to the wider stakeholder community.
• Through robust relationship management work collaboratively by establishing and maintaining strong relationships with project teams, Service Management, strategic partners, and wider stakeholders to solve problems and overcome obstacles.
• Driving the transition process, including prioritisation, risk management and dependency management to ensure effective, smooth transition to meet delivery deadlines. Ensure continuous improvement is embedded.
• Communicating effectively with a range of stakeholders to convey the acceptance criteria and the issues to be addressed.

• Experience working as a transition manager in a multi supplier outsourced model;
  • managing changes to service and creating associated documentation/evidence.
  • working in enterprise scale transition teams and adhering to industry best practice
  • working in delivering service transition between contracts and managing third parties
• Experience working with ITIL Change/Release/Service Management

Essential qualifications

• ITIL 3 or 4 Foundation

Essential skills

• Effective influencing/communication and expectation setting with senior stakeholders both internal and external.
• Excellent relationship building
• Strong stakeholder management
• Applying a structured and methodical approach to problem solving.
• Excellent planning and organisational skills

Essential technical knowledge

• Understanding of Lean, Agile and DevOps principles within a Customer & Service-centric delivery model which suppliers in the ecosystem will utilise and forms alignment in the ESM environment.
• ServiceNow – this is the ITSM Tooling so an understanding of the Transition Planning and Service Introduction modules or a willingness to upskill.

ITIL 3 or 4 Foundation – provides a broad understanding of the ESM framework and Transitions role within.

Please apply by submitting your updated CV to be immediately considered.