Service Transition Manager

Role summary/purpose of job

The Service Transition Manager is responsible for the management and coordination of all Service Design and Transition activities, processes, systems, and functions to deliver assigned projects from idea to live delivery.

The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.

This role reports into the service management and then Technology Services function that is responsible for the delivery of IT services to the firm.

• Help shape the process and governance around the Service Design and Transition framework.

• Contribute to the Service Design & Transition continuous improvement plan, ensuring that improvement opportunities are formally registered and delivered against agreed timescales.

• Working closely with Key Project Stakeholders including Product & Service Owners suggesting, collating and validating IT Service to deliver business outcomes.

• Producing Service Design Packages which clearly and accurately define service definition, Service Criticality, Support Model, Underpinning Contracts, Support Hours, Staffing and Supplier Management Processes.

• Working with Architects, Product Owners, Service and Engineers to understand the changes required to technically implement solutions.

• Deliver Service Transition Activities in line with recognised best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.

• Interface with 3rd party suppliers, involving agreement, planning, timelines and quality of deliverables.

• Produce detailed Service Transition plans to manage risks, issues and dependencies.

• Adhere to relevant escalation processes to elevate resource issues, support issues, delayed project phases, missed deadlines and other planning issues.

• Ensure commercial project milestones are agreed and published and that invoices are raised with reference to these dates and/or on completion of deliverables.

• Ensure the Service Design is mapped out with consideration to the existing operating model to determine any gaps and changes / additions which may be required.

• Ensure products and services delivered within Service Transition are within time and budget constraints and meet the required level of quality.

• Monitor the project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented.

• Produce support models and all required documentation for project delivery in line with the process.

• Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction.

• Own the end the to end delivery of Service Design and Transition activities for projects.

• Ensure effective warranty and early life management for project deliveries to Live Service.

• Forward thinking and detailed and passionate Service Management professional

• Process improvement skills

• Experience of Customer Insight practices e.g. Voice of the Customer

• Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research

• Experience of assimilating fact-based evidence and recommendation into effective output

• Excellent analytical, problem solving and influencing skills

• Major Incident Management experience

• Experience in holding supplier/service reviews with external vendors

• Strong ITIL Experience (Foundation level minimum ) and Service Management principle understanding

• Applies structured thinking and logical reasoning

• Collaborative, professional, accountable and trustworthy

• Passion for customer excellence

• Ability to translate analysis into insights

• Fosters strong…