Service Transition Manager

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Natilik is a Global Technology Solutions Partner. Our mission continues to be two-fold; growing a brand that is seen as the industry’s ‘Confident Guide’ sat between the vendors who make technology, and our clients who want to use it to help deliver the outcomes most important to them. We offer products, services, platforms, applications, and expertise to help. We also want to continue to build a business that we can be proud of, with a focus on five stakeholders: clients, people, partners, communities, and shareholders;

putting our people at the heart of everything we do. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients and people can rely on.

Integral to the success of any Managed Service is the correct transition of clients in to and out of support, as well as the continuous development of organisational service offerings. The purpose of this role is to plan and manage service changes efficiently and effectively. This includes the transition of new clients and services into support as well as supporting the establishment of new services for existing clients.

A Service Transition Manager will ensure that all services are implemented in a standard and efficient manner and that they deliver value to Natilik’s clients. They will own the onboarding of new clients in to Natilik from a service standpoint, working in parallel with Natilik project teams to establish and document service processes that guarantee a successful engagement between Natilik and our clients support teams.

A Service Transition Manager owns Natilik’s Service Transition proposition; ensuring that Natilik services are implemented to an agreed standard following ITIL best practices, are supportable, consistent and deliver the intended value to our clients. The Service Transition Manager will be responsible for:

• Owning all processes for Service Transition, ensuring they are continually implemented, monitored and developed.
• Managing risks relating to new, changed or retired services.
• Successfully deploying new services into existing and new client environments.
• Successfully transitioning new clients into existing and new support environments.
• Engaging external, third party and/or internal support teams at the right stages of a project to ensure a successful handover to service operations.
• Setting correct expectations internally and externally on the performance and use of new or changed services.
• Understanding the role of service transition in ongoing service lifecycle for Natilik’s clients.
• Responsible for articulating the service solution to Service and Project Management colleagues.
• Meeting annual Service Transition revenue targets YoY (to be defined by Natilik Leader) to support the growth of Natilik and the Service Transition practice.

• Maintaining consistent high levels of customers satisfaction (90% NPS above).
• Achieving billable-days target on a monthly/quarterly basis (15 pcm).
• Delivering service transition within budget to maintain contribution levels.
• Driving innovation/process improvement internally, over and above client-facing activity, helping create templates and process refinement.

• Develop and maintain Service Transition plans that outline the strategy, goals, and objectives of the sold managed services. Make sure that all deliverables of the plan are achieved in good time and ensue client satisfaction.
• Ensure that sold managed services are properly accepted by clients, and that clients’ expectations are managed throughout the acceptance process resulting in a positive NPS score.
• Understand client change management and other business processes to ensure that services are properly aligned, authorised, documented and implemented.
• Problem Solving & Decision Making

• Demonstrable experience building and maintaining relationships with a diverse set of internal and external…