Job Title: Service Design & Transition Manger
Location: Dataquest Heathrow, Yiewsley
Salary: Competitive depending on experience
Job Type: Full Time, Permanent
DQ Group are a leading Managed Service Provider, delivering IT projects, maintenance support and shared service desk.
We believe in creating an environment in which our people can thrive; we encourage everyone to maintain a healthy work/life balance, and we believe strongly in investing in our employees’ future. We look for ambitious, driven and hardworking people to join our team.
About the role?
We are looking for a Service Design and Transition Manager who will work closely with account managers, service desk and the demand management team, and will have key involvement in managing and continually improving our service strategy. With a focus on value creation, the manager will work with key stakeholders to take customer service opportunities through service design, service transition into service operation. In this position you will successfully shape and assure the delivery of opportunities and demand into our service desk.
The role takes responsibility for defining every element of the proposed opportunity to produce a mutually agreed Service Level Pack. This will be used to govern the support activities, responsibilities, risk management, workflows and deliver value over the complete lifecycle. This role is based at Heathrow with some travel to our head office in London and customer sites.
DQ Group are embarking on an internal transition by consolidating our services systems into a single ITSM. This creates a fantastic opportunity for the successful applicant to also shape the design, integration and administration of our new ServiceNow system going forward.
Key Responsibilities:
- Responsible for defining the 24x7x365 service requirements including SLAs, Non-functional requirements and perform gap analysis between standard support models and the requirements
- Responsible for creating the service design & transition documentation to document the end-to-end service, reflecting the requirements and how they will be met
- Work with Service Management Tool integrators to administrate the system, and to create workflows, reporting and billing output
- Reporting and analysis to benchmark our performance against SLA’s and to investigate improvement opportunities
- Audit, create and designs service processes
- Managing the appropriate gated review stages and reporting on the readiness status and plans
- Managing the Governance framework, support levels, documentation, and security risks
- Management of processes and timelines
- Interfacing with customer stakeholders, suppliers and internal support teams
About you:
Essential
You must have experience and understanding of managing the following activities:
- Acceptance Criteria
- Business/IT Readiness
- Impact Assessments
- Knowledge Transfers / Training
- Managing Testing activity including UAT / ORT
- Warranty and Early Life Support
You must also have ITIL qualifications, incl. being prepared to demonstrate:
- Minimum ITIL Certification Intermediate expert or master
- Experience of Service Now
- Excellent communication skills
- Excellent writing skills
- Attention to detail
Desirable:
- Project management Prince /Agile / Scrum master
- Strong Service Desk roots in a busy multi faceted environment
- Ideally 2+ years in Design or solely Transition positions
If this role sounds like a fit for you, please hit the APPLY button to submit your application.
Candidates with experience of: Service Delivery Manager, IT Product Manager, IT Service Management, ITSM, Senior Service Delivery Coordinator, Senior Helpdesk Engineer, IT Product Design Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, IT Lead will also be considered for this role.
