Beschreibung
TätigkeitenbeschreibungFor one of our international clients we are looking for an experienced Service Transition Manager (m/f).
Reporting directly to the Business & Process Change Manager the Service Transition Manager will perform 2 key activities:
* Working closely with the Architecture Workstream to design new Services, including “Hybrid IT” services aligned to the client's Infrastructure & Service Delivery Target Operating Model
* Managing all Service Transition activity within the Data Centre and Virtual Desktop Infrastructure Technical Delivery streams ensuring all IT Services are seamless transferred from each Source Market to the Transformation Platform
* Working as a Service Transition Manager you will be a key player in bridging the gap between the project and operational teams
WHAT YOU WILL BE DOING:
* Reporting to the Business and Process Change Workstream Leader to own and manage the Service Discovery and Transition Plan for each Source Market
* Working closely with the Architecture Team, designing detailed processes and procedures to deliver the Transformation Service Architecture, enabling a Common Service Catalogue
* Working closely with the Technical Delivery streams, collate the necessary information regarding in scope services to inform the Service Transition tasks required as part of the migration
* Create Service Maps and RACI matrices to describe the current and future service support models requirements
* Using the Service Discovery information (including service maps and RACI matrices) create a Service Transition project plan for each source market
* Where necessary assist local source market Commercial and Service Managers to collate the RFS requirements of current third party suppliers in support of the migration plan
* Provide day to day management of the project tasks and schedule
* Produce necessary project initiation and Service Transition documentation
* Agree, establish and manage the Service Transition project governance
* Attend the weekly Migration Board Meetings and represent Service Transition
* Create and manage the Service Transition RAID log
* Perform timely escalations as required on behalf of Service Transition
* Create and distribute regular project reports
* Manage the expectations and migration communications within the users and service delivery support teams within each source market to ensure they understand how the change affects them and current processes are updated
* Manage the Service Acceptance of the newly migrated Services working with the Source Market Service Owners and Delivery Teams using local processes where required:
- Manage Service Acceptance Checklists
- Represent Service Transition at each migration go / no go meeting
- Ensure Continuity during the early life support period following go live for an agreed period of time
- Provide day to day management of the project and support the source market teams to ensure NGI deliverables are on time
- Work with the Source Market Commercial Supplier Managers to agree the change in contract scope for migrating services
- Work with third party suppliers to ensure all aspects of Service are considered and planned for as part of the migration planning
The Service Transition Manager should be able to demonstrate the following experience and skills:
* 5+ years’ experience working in IT Service Management
* Previous experience of managing large multi-supplier service transition projects
* Holder of an ITIL qualification, (preferably ITIL version 3 Expert, minimum Foundation)
* Good understanding of project management tools and techniques including planning, risk and issue management, ideally PRINCE2 qualified.
* A proactive and flexible individual, capable of managing deliverables on time and working with senior stakeholders within large change programmes
* Ability to work on own initiative and manage workload accordingly
* Good written, presentation and verbal communication skills
* Confident and not afraid to escalate issues when required
* Problem-solving and analytical
* Strong English Language Skills
Fähigkeiten (Must have)
Englisch, ITIL
Fähigkeiten (Nice to have)
Deutsch, Französisch, PRINCE2, Spanisch