Senior Service Transition Lead

Job Description

Senior Service Transition Analyst 6-month contract, extension likelyWarwick/Remote workingMy client is an international electricity and gas company and one of the largest investor-owned Energy companies in the world. They play a vital role in delivering gas and electricity to many millions of people across Great Britain and North-Eastern US in anefficient, reliable, and safe manner. Required to transition multiple projects into production ensuring that the requirements to support are commensurate with business requirements and priorities. This includes ensuring that the new and changed services have a fully developed end to end supportstructure, including Processes, SLAs, KPIs, Disaster Recovery and Business Continuity. The successful candidate will have previous experience in service transition, and a strong understanding of multiple platforms and solutions, together with the experienceof working with multiple support partners.Role Responsibilities Ensure new and changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer etc. commensurate with business requirements and priorities.* Complete the Service Transition templates on behalf of projects for review and approval from Service owners/CSM following the Service Transition process/policy* Seamless transition into the live environment, working with both projects and service owners to ensure the ELS warranty period meets the criteria to exit* Act as a single point of contact that ensures effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework.* Programme/Project representation at the Service Transition Board (STB) providing inputs into the STB process.* Engage all relevant I&O Stakeholders for each project and onboarding SMC ITIL processes* Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production.* Ensure that appropriate resourcing, training, tooling, support and documentation is delivered to I&O and eco Partners with a formal project and service sign-off from all key stakeholders.* Ensure that any BAU documentation has been updated to reflect any new/changed services* Represent I&O at project meetings to define and implement service acceptance criteria for both new and changing services.* 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.* Define and deliver the end-to-end support model with all key stakeholders across multiple delivery organization* Active involvement in Early Life Support activities and governance.* Continued service transition improvement, working in conjunction with I&O, Solution Delivery, and eco Partners.* Continuous service improvements initiatives to be applied across the lifecycle* Work closely with the test function within the project to ensure testing effectively demonstrates the operability of the service* Working with Solution architect at the design stage and challenging the non-functional requirements and ensuring the project is fit for both utility and warranty purposes. * Process and Procedure experience (development and implementation)* Manage the delivery of the ITSM platform and associated integrations to on-board the new managed service delivery partnerKnowledge, Experience & Technical Know How (in order of importance): Strong Service Transition Management experience within various industries * Experience of delivering/transitioning services into production and the after-care support. * Strong Service Level and Service Design experience * Experience of IT Service management in an ITIL framework * Experience of managing multiple internal and external stakeholders. * Excellent written and verbal communication skills. * Stakeholder management and influencing skills covering colleagues, partners / vendors and project sponsors. * Relevant experience of end-to-end Project lifecycle* Experience of implementing ITSM platforms within an ITOM framework* ServiceNow experience helpful but not essential* Experience of managing a multi-vendor software delivery programme* Strong experience in using project management tools such as MSP and experience of using delivery KPIs as a progress tracking tool* Utilities experience highly beneficial. Core Skills:* IT Service Management, IT Service Delivery, Systems Design, Software project management* Change Management, Project management and Performance Excellence * Qualifications Required: Qualifications could come from a variety of sources, e.g., a degree in computing, science, or mathematics, ISEB, British Computing Society or certification from commercial organisations such as Microsoft, Oracle etc relevant to solution architecture * Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work * Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate * Holding a Prince 2 or PMI certification will also be beneficialBehavioural Capabilities Excellent team player, ideally with experience of working in global teams with matrix reporting and deliverables. * Strong influencing skills * Excellent communication, both verbal and written English, allied to strong presentation and workshop facilitation skills including communicating technical solutions.Please note - If you do not hear from us within 48 hours of your application, please assume you have been unsuccessful on this occasion.

Keyskills :
ServiceNowTransition managementITOM frameworks