Service Transition Manager (Mid - Senior Level)

Purpose of the Role:

The role of the Service Transition and Change Leader is to coordinate and deliver changes related to all technology within the business including hardware, communications equipment and software, system software and live application software. To ensure that standardised methods and procedures are used to enable the efficient and prompt handling of change and to ensure that the change process supports the needs of the business. The role is also responsible for accountability of IT assets and configurations within the organisation and its services, and to provide accurate information on configurations and their documentation to support all other Service Management processes.

Role Dimensions:

• Reports to Global Head of IT Operations.
• Close liaison with other IT functional managers and teams.
• Required to work during the UK time zone and occasional out of hours (late nights / weekends).
• The post holder is responsible for the ITIL V3 Transition Management - (Change, Release, Configuration & Knowledge Management processes).
• Line management of one Knowledge management resource.
• The post holder will be a senior member of the IT Operations Team.
• Daily contact with managers across the organisation, and responsible for building and maintaining excellent relationships with internal clients.

Principal Accountabilities:

• Develop, manage and communicate the Change Management process and supporting procedures.
• Develop, manage and communicate the Configuration Management process and supporting procedures.
• Raise the profile of ITIL best practice and promote the benefits of Change & Configuration Management.
• Take a lead role in ensuring the successful achievement of agreed IT service levels across ERM Inc.
• Responsible for the management of Change, Release, Configuration and Knowledge Management processes and documentation.
• Receive, record, categorise and distribute Requests for Change and arrange for authorisation or rejection within agreed timescales and at appropriate levels of authority.
• Document comprehensive impact assessments from customers, support teams and suppliers that facilitate informed approval or rejection of changes.
• Arrange and chair regular and emergency Change Advisory Board meetings.
• Manage and distribute the Forward Schedule of Change and ensure all parties receive the maximum period of notice of any downtime.
• Keep all RFC records up to date in the Service Management Toolset and review status of all records on a regular basis.
• Review all implemented RFCs to ensure that objectives have been met and instigate investigation into any failures or back-out implementations.
• Build relationships with the technical teams and Service Group owners that ensures full, relevant and accurate information is shared to the benefit of all stakeholders.
• Ensure that a suitable deputy has enough knowledge and information to manage the process in the Service Transition and Change Leader s absence.
• Provide regular and accurate management reporting.
• Manage the knowledge management processes in line with good practice to support the ITIL framework supported by the IT Knowledge Management and Service Analyst.

Knowledge, Skills and Experience:

• ITIL Practitioner qualification preferred.
• Report writing and analysis
• Experience of working within an ISO 27001 Security Standard Certified environment.
• Change Configuration & Release Management experience
• Experience of running Knowledge Management
• Experienced in documenting and revising processes and procedures
• Comfortable working alone as a single post with sole responsibility for a process and its effectiveness
• Project leader or management skills

Personal Attributes:

• Ability to communicate and interact successfully with a diverse community and to develop and maintain positive professional relationships with colleagues and community members.
• Attention to detail.
• Ability to research and report on problems, solutions, products and vendors.
• Creative thinking and problem solving.
• Experience preparing for and chairing meetings
• Confidence to contribute at meetings with attendees of varied business cultures and with different priorities
• Ability to capture and communicate the context of a situation
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working both independently and in a team-oriented, collaborative environment
• Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
• Demonstrated ability to operate effectively and display a professional demeanour during periods of high stress (such as company-wide technology incidents or outages which result in high call volume).