Service Transition Manager

SERVICE TRANSITION MANAGER - LEADING TELECOMS ORGANISATION

My client is undergoing a period of significant transformation in the provision and management of IT and Network services. This has established the need to expand the Business Operations function, ensuring the effective end to end support across IT Infrastructure, IT Applications, Enterprise Intelligence, Core and Radio Network, 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 with our partners and suppliers.

Scope:

Reporting to the Lead Service Transition Manager you will be accountable to the Director of Business Operations 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 business owners, project managers, design teams, 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.

Be part of the Service Operations function which is responsible for end to end Service Management processes in collaboration with multiple partners and suppliers, across various disciplines including Network and IT Operations.

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:

• Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, WLAs and BSS monitoring commensurate with business requirements and priorities.
• 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 lifecycle.
• Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practice.
• Ensure effective decommissioning of services that are deemed `end of life` - to confirm the remove of all operational facilities, and redundant equipment, whilst ensuring any operational dependencies are effectively managed
• Ensure that appropriate lifecycle 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 contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
• Interface with the Project Support Office to ensure adequate Service Transition and Back Office Operations Team coverage across all relevant work requests.
• Define and deliver the end to end support model with all key stakeholders across multiple delivery organisations
• 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 Operations risks to ensure a successful transition to service.
• Provide Governance of the SRP, and Sign Off for all key project stages and artefacts.

Experience:

Must Have:

Education to degree level (Technical/Science preferable) or equivalent Telecommunications / IT industry experience.

Previous Service Transition experience - IT Services and ideally Core network services

Service design experience ideally - Defining Ops requirements

Network Operational environment experience

Mobile/telco background

Previous management experience

Nice to Have:

ITIL Qualification (Intermediate certificate desirable)

Agile

Familiarity with 3G and 4G Networks

To apply for this position please send an updated CV to chris.small@projectpeople.com

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