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Service Transition Manager

Permanent @Garniche Jobs UK in IT
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Job Detail

  • Job ID 239472

Job Description

Roke is a world-class technology and engineering consultancy. Roke delivers advanced research, development services and products to high profile customers who come to Roke with varied and challenging problems to solve.   

The Service organisation within the NS Business Unit is organised into Service Lines, and we follow a process framework based on ITIL practices.  Our focus is on operating and governing the delivery of services to our customers to the right quality, cost, and performance.  The Transition Manager plays a critical role in governing the progression of projects from development and delivery into “operational service”, ensuring all requirements are met, quality gates are defined and followed, and handover to live operation is completed on time, on budget, and to the agreed standards. 

We are a friendly and flexible team with a culture of ‘time, trust and freedom’. The role may give the opportunity to work on client site, from the office, in shared workspaces or from home as necessary. We pride ourselves on listening to each other’s aspirations and accommodating wherever possible. 

Primary Job Purpose 
To drive the successful transition of products, services and solutions from capability development stage into operational service 
Manage the end-of-life or end-of-contract exit process. 
Support delivery of service offerings provided by Roke to customers 
Assisting Project and Service Delivery Managers with planning and executing effective onboarding (and offboarding) of customers and Services under Roke’s service management.  

Key Responsibilities 
Plan and oversee the transfer of information necessary for the support, operation and acceptance of Services/solutions deployed into operational service 
Produce and maintain documentation including operational readiness certification, support documentation and acceptance checklists 
Ensure each service transition is planned and executed to schedule, budget and scope 
Protect the ability of the organisation to deliver high quality, robust service by  stipulating and validating the readiness for service operation prior to handover, and managing effective action plans to manage risk in transitions 
Build transition plans that include the support model and change management approach, including supplier management 
Co-ordinate implementation activities, provide team leadership, including information flow to and from operations during project work 
Co-ordinate routine installations and de-installations of items of hardware and/or software 
Monitor the effectiveness of installations and ensures that appropriate recommendations for change are made 
Liaise with business and partners on release scheduling and communication of progress 
Promote awareness of transition planning and support process and strategy 
Always fully comply with Roke’s policies and procedures  
Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business  

Managing People 
The role does not have direct people management responsibilities, however the job holder should be able to support development of Service teams in a matrix organisation with the ability to: 
Empower employees to take responsibility, delegate where appropriate, and provide task direction and regular feedback 

Person Specification:  
Education and Qualifications 

ITIL V3 or V4 Foundation (minimum)   
ITIL v4 Managing Professional (desirable) 
Appropriate Project Management qualifications (e.g. APM, PMI, Prince2) 
Relevant degree and/or experience required 
Knowledge, Skills & Experience 
Product and/or Service Transition and Transformation Management  
Proven track record of transition and transformation of complex IT service solutions. 
(Preferred) APM PMQ qualified or equivalent or be actively pursuing qualification. Detailed-level experience managing projects or leading teams on larger projects (ideally related to transitioning application software, hardware, or solutions into operational service) 
Personal Attributes, Values and Competencies     
Excellent communications skills both written and verbal 

Security  
Due to the nature of this position, we require you to have SC and ideally DV clearance, or willingness to undertake clearance. (Therefore you should be a British Citizen and have resided in the UK for the last 5 years for SC and 10 years for DV.) 

We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive. We can accommodate flexible working arrangements, and support a diverse work-force and those with additional needs