Milestone Technologies, Inc.

  • Service Transition Manager Consultant

    Job ID
    2018-6169
    # of Openings
    1
    Category
    IT/Engineering
    Hire Type
    Regular Full-Time
    Job Category
    Help Desk / Call Center
  • Overview

    SERVICE TRANSITION MANAGER - End User Services

     

    The Service Transition Manager is responsible for Coordination of the delivery of services into key clients.  The STM plays a vital role in creating long term healthy client relationships, acting as a bridge between the client and our operational delivery teams.  The key responsibilities include governance across all areas of the service delivery process and continual service improvement and customer satisfaction.

    As part of Business Operations function, ensuring the effective end user support across all domains. We are looking for the right person to be part of Service Transition team that builds Service Management models and manages the delivery of projects into operational support.

    Scope:

    • Reporting to the Director, End User Services you will be accountable for the quality of delivery and successful transfer to Operations for new and changed services in line with ITIL best practice.
    • You will liaise between service owners, project managers, solution architects, operations teams, and our partners / supplier communicating between all key stakeholders to ensure the smooth and successful implementation of new services, executed to high quality standards.
    • You will ensure Service Management procedures are established and documented that align with ITILv3 best practice, and provide the capability to measure, and maintain performance of the service post launch to promote continual improvement.
    • Liaising with internal technical subject matter experts and business owners of key platforms and processes you will ensure end to end Service Assurance requirements are met.

     

    Responsibilities

    Responsibilities:

    • Ensure new Services have a fully developed end to end support structure, including Processes, CSFs, SLAs, KPIs, KRIs, SLAs and OLAs.
    • Act as a gate keeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services introduced via the business project life-cycle.
    • Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practice.
    • Ensure that appropriate life-cycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders.
    • Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services.
    • Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the SRP.
    • Ensure that any new 3rd party contracts (Agencies) contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
    • Accountable for contractual start dates, reporting and billing accuracy during first bill cycle.  Service Delivery Managers will take over billing once operational.
    • Define and deliver the end to end support model with all key stakeholders across multiple delivery organizations.
    • Ensure all operational support material is completed to a high standard by all relevant Design and Service Transition functions.
    • Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
    • Ensure an effective set of performance metrics and service levels are delivered for new services.
    • Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes.
    • Identify and manage Operational risks to ensure a successful transition to service.
    • Provide Governance of the SRP, and Sign Off for all key project stages and artifacts.

    Qualifications

    Experience:

     

    Must Have:

    • Degree, Technical/Science preferable
    • Previous Service Transition experience - IT Services 
    • Service Design experience ideally - Defining Ops requirements
    • IT Enterprise environment experience
    • Previous service management experience

    Nice to Have:

    ITIL Qualification (Intermediate certificate desirable)

    ITIL V3

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