Head of Training Design Service - United Kingdom - WSP Global Inc.

Description

The Service Transition Manager in Operational Readiness operates between Service Design and Service Operations to ensure effective, efficient and safe transition of new or modified services and processes into the operational environment.

Create awareness and ensure engagement between the IT Project Management Office and the Front Line Services Hub organisations, this includes IT Partners and other 3 rd parties working as part of the Hub operation.

Ensure support and operational teams, including 3 rd party suppliers and IT partners, can seamlessly support any new or changed services through effective training, documented knowledge transfer etc.

Work with the Enterprise ITSM Asset & Configuration Management team to ensure that the CMDB is updated to accurately reflect additions or changes.

Ensure the Service Catalogue is maintained through 'the project' to reflect any changes to existing services (descriptions, SLAs etc.) and to make sure that any new or retired services are also added/archived.

Work with IT Project Management Office and Front Line Services Operational teams to ensure that identified 'project' risks and issues are clearly assessed, addressed and/or accepted before Change Enablement to protect the live environment and to prevent business impact.

Work with Front Line Services operational teams and regional Business Partners to set correct expectations on the performance and use of new or changed services.

Ensure Lessons Learned are captured for continuous improvement of the Service Transition process and standard operating procedures.
Contribute to other continual service improvement activities by providing inputs based on experience and observations and through feedback.
Support transitional activities as required as operations are internalized.

A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

Solid knowledge and experience of ServiceNow.
Experience of working to (and exceeding) Service Level Agreements.

Ability to quickly gain the confidence of the business and trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.

Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.

Bachelor's degree in Information Technology or a related field.