Head of Service Design & Transition - Telecoms

Great opportunity to work for a leading telecoms company, this high profile role will be reporting into the Head of Service Management and the Head of Service Design & Transition will be accountable for the operational service design and transition activities and deliverables.

The operations Service Design & Transition team is the gatekeeper of all changes into a live environment and it is a critical function ensuring quality of delivery and return on investment is met.

The role entails the leadership and management of a team of 30+ experienced Design Architects, Transition Managers and Transition Planning & Support Analysts. These teams are focused on ensuring the effective and efficient delivery of change into the network and IT operations.

Scope

To provide services that enhance the business, the Service Design and Transition function needs to actively engage in the solution definition process of technical deliveries of IT and network strategy. This ensures that when products are transitioned into live service, they are ready and fit for purpose.

The role ensures that the operational framework for effective Service Design & Transition is effective and continually improves as the business grows and develops.

Engaging up front in projects to ensure the services provided to the customers are great and deliver as expected first time.

Responsibilities

Accountable for Operations Service Design & Transition activities on all network and IT deliveries.

Lead, manage and develop the Service Design, Transition & Support teams building a one team approach across the function.

Leadership within the wider Service Management function, delivering to a clear vision within a defined strategy for achieving positive outcomes.

Ensuring all functional and non-functional requirements, resources and capabilities needed have been captured and fully documented in readiness for service transition.

Ensuring the Service Design function defines the end to end service flows to deliver a positive customer experience. Setting the standards for effective and proactive monitoring aligned to best practice (ITIL, COBIT etc.).

Responsible for the completion of Service Transition milestones by holding project delivery teams to account for process adherence and quality.

Responsible for embedding best practice Service Design/Architecture practice in evaluation of technology deliverables to meet the business needs.

Knowledge and experience Essential:

• Extensive experience in managing service design and transition activities in a large and complex environment.
• Strong background in service hierarchy, service design and implementation on high availability systems.
• +10 years leading cultural and technical transformation in operational teams.
• Experience in the applying best practice principles (ITIL & COBIT) within a diverse and challenging technology environment.
• Excellent communication and stakeholder management skills - working closely with several teams to ensure buy-in and adoption of Service Design & Transition principles.
• Flexibility in a rapidly changing and developing environment.

Desirable

• ITIL/COBIT qualified.
• Thorough understanding of the principles of service management and experience in complex and diverse service focused organisations.
• Experience of working in the telecommunications industry.

Please send your details or contact Amanda Cager - amanda.cager@projectpeople.com - 01189 285550.

Project People is acting as an Employment Business in relation to this vacancy.