Transition/Program Master

Overview (Summary of role):

The Service Transition Manager act as a conduit between IT and/or Business project teams, and the in-life Service Operations teams. The purpose of the Transition team is to oversee the transition of new and changed services into the live environment and to pick up any post transition activities such as decommissioning, and to assure the appropriate level of operational service is in place from that point.

This position reports up to the PMO organisation. Transition & Environments is responsible for the transition activities of IT services - and specifically includes IT Release Management, Test Environments Management, Change Management and Service Transition.

The Service Transition Manager post is responsible for acting as the work stream lead for the transition of services, ensuring that relevant transition criteria are agreed, managed and delivered for specified services prior to their live implementation as well as identifying and managing any identified risks

Responsibilities

• Ensuring that transitions are planned and carried out in a timely manner and within budget.
• Keeping all parties involved with the transition updated on its progress.
• Spotting any transition-related issues and creating effective solutions to resolve them swiftly.
• Providing company-wide guidance during unplanned changes, such as a shift in strategic directions/decisions.
• Leading and facilitating Service Transition work-streams where required.
• Developing and agreeing Transition acceptance criteria for services, and governing the delivery against them and/or managing the associated risk(s).
• Matrix management of transition work stream teams - coordinating and monitoring resources and actions as necessary.
• Establishing and operating transition governance controls - in order to identify and manage areas of shortfall or risk and working towards mitigating these.
• Working with Support and Service Delivery teams in order to develop and mature the Transition processes, and embedding these into methodologies used to deliver change.
• Acting as the Service Management lead for new services during their warranty period - providing continuity between project and run-state stages.
• Owning the delivery of knowledge transfer activities - to ensure appropriate levels of knowledge for new services to key operational teams are in place.
• Working with project teams to ensure key operational teams are equipped with the necessary skills, knowledge, tools and documentation to support new or changed services.
• Continually improving the Service Transition processes and ensuring the improvements are embedded into day to day activities.
• Providing support to other Transition teams to ensure continuity of service is maintained onpriority activities.

Requirements / Qualification

• Bachelor's degree in computer science, finance, or a similar field.
• At least 3 years experience in transition management.
• At least 5 years experience in project and program management.
• Formal ITIL v4 qualification (Foundation Certification). Practitioner is a bonus.
• Demonstrable experience of working within an ITIL Service Management framework.
• Expertise in project/program management, as well as transition documentation, tools, and templates.
• Experience of managing service transitions/projects following recognised project methodologies (e.g. PRINCE2 / APM / PMI /Agile / Waterfall).
• Demonstrable experience of delivering business change - including matrix management of project/ work stream teams.
• Previous exposure to service readiness, introduction or transition management roles.
• Able to demonstrate an excellent customer service focused approach.
• Evidence of an understanding of new technologies and their support issues, in particular Cloud based and/or Cybersecurity.
• Established interpersonal skills, initiative, communication, negotiating, influencing and team working.
• Demonstrable experience of managing own workload, against a backdrop of external deadline.
• Demonstrable ability to build and maintain strong interpersonal relationships.
• Strong analytical skills.
• Excellent managerial skills.