Service Design and Transition Manager

About the Role

As the Service Design and Transition Manager, you will work closely with Service Design and Transition Lead and have the following key responsibilities :

• Provide input to our Managed Service Design and Transition Strategy
• Help to develop robust and repeatable templated Service Design, Transition & Acceptance processes
• Aligning Service Design and Transition to business processes

To create a set of artefacts that can be repeatedly used across multiple clients to ensure a high level of quality and consistency are achieved for Service Discovery, Design and Transition.

• Service Discovery:
  Current Support – capturing and understanding the ‘as is’ maturity assessment – where appropriate / needed conducting a service support maturity assessment
• Service Design:
  Service Design Package Define Service Support Scope – Scope of the services to be supported including the application and infrastructure
  
  Define Service Support Model Agree Service Level Agreements Define Service Process Model Agree Support Runbook content
  
  Agree toolset needed to provide support and monitor
  
  Define
  
  Roles and Responsibilities Define Managed Service reports and reviews
  
  Define Service Transition Plan Define the Security approach
  
  Agree third party integration
• Service Transition:
  Build the Service Transition plan Follow and report on Service Transition Timelines Agree Service Transition milestonecreate and maintain Service Acceptance Criteria Create the required support processes
  
  Setup and configure the toolset
  
  Establish the monitoring and alerting tools
  
  Define Tech handover approach
  
  Environment handover and timescales
  
  Handover to the SDMs

Provide support and mentoring to those who join the Service Design and Transition function.

Support the raising awareness of BJSS (Managed Services) both internally and externally by being involved in both internal and external events and other forms of communication for example townhalls, conferences, meet ups, Spotlight.

• Support Recruitment
• Learning & Development
• Academy Support
• Events & Marketing
• Business Development, Bids & Pre-sales
• To provide Service Management and Managed Service consultancy for perspective client engagements
• To work with the wider business and support the early involvement of Managed Service in client conversations
• Flexibility to work in a Service Delivery Manager operational role across a number of Managed Service engagements, varying in specialism and discipline, as per client and project demands

We’d love to hear from you if :

• You lead by example.
• You can take responsibility and have a mind-set for continuous improvement.
• You have strong interpersonal skills and can listen to others.
• You have good presentation skills both written and verbal.
• You can inspire and motivate team members.
• You can provide effective feedback.
• You can mentor and guide team members.

Overall, you are ambitious, enthusiastic, and looking to help grow BJSS while maintaining the positive working culture that we have established in Managed Service.

• Deep and wide experience of ITIL service process architecture, service design, service transition and implementation in large-scale service management organisations
• Experienced in Service Operations across a range of Managed Services engagements
• End-to-end and appropriate Managed Services architecture and design that meets the customer’s needs including creation and delivery of presentations and supporting bid material
• Track record in delivering Continuous Service Improvements
• Experience with a wide range of service management toolsets
• Wide ranging experience of Design and Implementing new service structures

• Flexible benefits allowance – you choose how to spend your allowance (additional pension contributions, healthcare, dental and more)
• Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24 / 7 GP services, mental health support, and other
• Life Assurance (4 x annual salary)
• 25 days annual leave plus bank holidays
• Hybrid working - Our…