Service Transition Manager

Job Description

Service Transition Manager - 12 month FTCGlasgow£31,000 - £38,000Our VisionDeliver outstanding digital products and services to its customers and stakeholders and will respond effectively, quickly and flexibly to the demands of ministers and policymakers at the Department for Education and the devolved administrations.Job DetailsThe Technology Group are accountable for delivering digital services that meet the needs of our customers, users and key stakeholders. Alongside supporting internal business platforms, and utilities our services will underpin our 4 core business outcomes:1. Apply: Allow our customers to apply for financial support via online platforms2. Assess: Provide our users with the ability to process applications, easily and promptly3. Pay: Ensure that payments go out successfully on the required dates4. Repay: Supply our users and customers facilities to make payments when necessaryJob Purpose:To ensure that all necessary service transition activities are undertaken, the relevant IT departments are engaged as required and the necessary artefacts are created.Operating at a tactical level, this role will feed directly into the TG services strategy, helping shape the future of service delivery and identify initiatives for this area which support the vision of the overall IT departmentKey responsibilities: *Responsibility for the operational running of the Service Transition function, ensuring analysts are suitably skilled and apportioned work.*Manage risks associated with delivery and sign off controls that are in place for service management processes*Implement controls and governance to safeguard Transition management processes, including developing mitigating actions in the event non-adherence is identified *Implement KPI & CSF metrics for Service Transition teams*Arrange escalation points for Service Transition activities*Ensure QA procedures are followed to report on breaches, drive improvements and maintain standards necessary for regular compliance audits*Work closely with key stakeholders to influence business operations and provide optimum operational output*Manage inputs into the creation and content of SLAs & OLAs*Chair regular meetings with direct reports & stakeholders*Deliver best practice standards across all disciplines. This includes working knowledge of ITIL, Agile, LEAN, Waterfall and DevOps methodologies.*Create detailed SMART objectives that align with delivering strategy, ensuring that direct reports complete this action with operational staff *Follow the relevant HR processes to manage and optimise team performance*Feed into the strategy at a tactical level helping to create and implement a roadmap ensuring that CI is undertaken to deliver efficiency*Ensure the strategies are rolled out and understood by direct reports and filtered to all staff.*Create, administer and distribute the relevant management information reports for trend analysis and planning purposes*Drive continuous service improvement initiatives to deliver a more effective, consistent service to match business needs and demonstrate efficiencies delivered, waste reduction and cost benefit where applicable*Deliver presentations when necessary to senior management, to promote initiatives or deliver updates on serviceSkills, Knowledge and Experience:*ITIL qualified (with particular emphasis on Service Transition)*Experience of workflow creation*Demonstrable understanding of SIAM principles*Experience in delivery of COTS products as well as bespoke applications*Experienced in multiple deployment and testing methodologies*Good communication skills (chairing meetings, negotiation, handling difficult situations)*Exceptional knowledge of Project lifecycle*Confidant working with internally supported systems and managed service solutions*Proven record in continual service improvement*Ability to manage multiple disciplines and demands at once*Strong people skills*Ability to work under pressure and manage conflicting demands/interests*Demonstrate and encourage leadership skills and experienceCertes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.