Service Design and Transition Manager
- Recruiter
- Project Recruit
- Location
- Brighton
- Salary
- Competitive
- Posted
- 15 Jun 2021
- Closes
- 18 Jun 2021
- Sectors
- Engineering, Design
- Contract Type
- Contract
- Hours
- Full Time
Service Design and Transition Manager
Our client, a leading global supplier for IT services, requires an experienced Service Design and Transition Manager to be based in their client's office in Hove. You can work remotely until covid abates.
This is a 6-8 month temporary contract, to start on 15th June 2021.
The right candidate must have 3 years + solid Service Design/Transition experience.
You would be working from the Hove offices 3 days per week and working remotely from home in the UK 2 days per week.
Key responsibilities:
Enhance service delivery in line with business requirements and SLAs, developing and maintaining IT Service Operations Portfolio and Service Catalogue. Ensuring IT Service Operations have an effective Continuous Service Improvement process/culture. Providing oversight/governance of all IT Service Operations processes and procedures.
Supervisory/Managerial responsibilities:
- People Management: Manage, motivate and develop employees at all levels, in a manner that is consistent with the company's policies and procedures including the Partnership Agreement, to maximise the performance of the area
- Quality Service Design: Develop and evolve the Service Portfolio and Service Catalogue in line with ongoing and future business needs. Ensuring service life cycle best practice principles are Embedded across IT Service Operations function, including - Service Design and Service transition. Ensuring all required communication, training and documentation is established across all affected teams.
- Stakeholder & Supplier Management: Engagement with business stakeholders/Customers, inter-group suppliers and robust/effective management of 3rd parties. Working with the Group Finance IT Management team, establish Service Portfolio requirements, SLAs and KPIs. Manage the full supplier relationship life cycle including selection, contract, Service reviews, Service remediation and procurement support as needed. Manage the Customer/stakeholder service reporting and engagement process. Ensuring timely and clear communication in line with communication and escalation procedures.
- Continuity: Lead on Continuous Service Improvement initiatives and co-ordinate the development of proposal, projects and enhancement to the IT Service Operations service portfolio.
- Planning Plan and manage BAU workloads to ensure adequate coverage and relevant skill sets are available. Co-ordinate with all IT Service Operations team leads on Audit and Risk activities, ensuring preparation and presentation of relevant documentation.
- Governance & Compliance: Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by audit and the Regulatory Bodies are carried out to the standards required.
- Process: Establish and maintain ongoing documentation and training manuals to ensure continuity of key processes. Working with service and operations team to produce effective and meaningful Service reporting, identifying Service improvement opportunities.
- TCF: Ensure support processes and changes align with L&G's commitment to Treating Customers Fairly (TCF)
Key Skills/Experience
- Qualifications: ITIL or similar preferred
- Exposure to cloud technologies knowledge
- IT security, GDPR
- Excellent understanding of the SDLC
- IT and Financial Control Frameworks
- IT Design and Transition SME
- Experience in a Service Delivery management role in banking, finance or other regulated environment
- Experience in developing and manage a multi skilled technical team in a customer focused financial services environment.
- Experience in service design and transition
- Supplier and Contract Management
- Good understanding of security; and technical architecture principles.
- Experience in a ITIL based service management environment and developing and embedding best practice processes and IT controls
- Experience of managing 3rd party service providers
- Experience of managing key Customer relationships
- Experience in planning and responding to audits
- Confident self-starter
- Excellent communication to engage strongly with stakeholders