Role Description

Service Transition Manager at IT Lab, London

Company Background
IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.
We are a dynamic and fast-growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.
Following the completion of a significant equity investment in June 2016, our strategy is to continue to deliver significant growth, both organically and through acquisition, evolving our proposition and positioning to reach a broader target audience.
We are now looking for an experienced Service Transition Manager to join our Business Systems and Process Team based in London.

The Role
Reporting to the Director of Business Systems and Process, the Service Transition Manager is responsible for ensuring the successful transition of new or changed services from sale, through the project phase and into normal service support, ensuring the relevant IT Lab support teams are fully equipped to deliver services according to SLA. They will also own the comprehensive end to end Service Transition Process as well as ensuring there is continuous review and improvement to the process.
The Service Transition Manager will define and drive to completion all aspects of a service solution related to the transition of that Service, liaising with all required Internal Teams, Suppliers and being a key member of the customer facing team through the post sales process and into business as usual support. They will work closely, and build key relationships within, Project Management, Business Development, Account Management, Service Delivery Management, DevOps, Business Analysis, Managed Services and Support Service teams. as well as Suppliers and Customer contacts to ensure that all Service Transition elements of a service solution are documented, approved, tested and delivered.

Duties and Responsibilities:

Process & People:
• Establish a Service Transition team within the Business Systems and Process department
• Drives a standardised, consistent and repeatable approach for both newly sold Services and Services with significant change to move from post sales project phase to acceptance by the relevant Managed Services or Support Services Teams (as well as other internal terms involved in support of the Services)
• Continuously review and improve the existing Service Transition Process (and associated sub-process and work instructions) that encompasses all the requirements for a service transition and acceptance and ensure these processes are embedded within the processes and working practices of all other relevant internal teams
• Develops and manages post go-live/post Transition ‘Hypercare’/ ‘Early life support’ process in conjunction with relevant support teams
• Liaises with DevOps, Business Analysis, Business Intelligence, PMO and other relevant internal teams to ensure operational standards i.e. Release Management, Service Support Process (ITIL aligned); and delivers in line with expectation and to a standard approach

Transition Projects:
• Prioritises project workload to ensure focus is correct and maintains a forward view of Service Transition Capacity, working with the Director of Business Systems to plan for growth required in the team
• Develops and maintains key business relationships through project and process work
• Works with internal support teams and Project Managers to ensure customer SLA adherence following Service Transition and that any outstanding defects/snags or changes are highlighted and agreed
• Manages resource planning/booking for Service Transition Projects ensuring project teams include relevant internal team members to own the delivery of Service Transition for individual elements of the project
• Highlights and manages resource issues to ensure there is no impact to customer committed go-live dates associated with the transition
• Creates and owns a full project plan for each transition project, providing relevant reporting on status of the project as agreed at project initiation (projects may be agile, waterfall or a mix)

This list is not exhaustive and subject to continual review.

Background, Experience and Skills

This role requires a strong background in Service Transition, ideally in a Managed Services environment, and a technical understanding, with the ability to interact with customers at all levels of seniority in order to understand and deliver against their expectations.

The ideal candidate should have/be:
• Demonstrable Service Transition experience across a number of IT projects, ideally in a Managed Services or Vendor environment
• Excellent understanding and experience of Service Operations and Project Management principles
• Experience in developing, improving and implementing ITIL aligned Process and Procedures (specifically Service Design and Transition)
• Experience of fast paced delivery environments with competing priorities
• Vendor Management experience, ideally with experience in transitioning services from incumbent suppliers to a new service provider
• Previous supplier/vendor side or managed services experience
• Understanding of Software Development Lifecycle would be an advantage
• Project Management certification an advantage (Prince2/PMI etc.…)
• Minimum ITIL practitioner/intermediate certification
• Experience of operating at a senior level with Stakeholders at Director and CxO level.
• Excellent verbal and written communication

Package and Logistics
• Competitive Salary dependent on experience
• 22 days’ annual leave
• Offices located in Russell Square – Great Central London location
• Pension, healthcare, discounted gym membership (a whole array of benefits)
• 40 hours a week during standard business hours (Monday – Friday, 9am – 6pm)

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.