Senior Associate Service Transition Specialist

Key Responsibilities:

• Implements, runs, governs and controls transition projects from inception through to completion.
• Manages client relationships and establishes positive relationships and constant communications with all internal stakeholders during a service transition project.
• Plans and facilitates engagement sessions with stakeholders in a service transition project.
• Manages and mitigates service transition risks.
• Manages client and internal escalations as per the standard escalation processes.
• Reports on transition execution against the contracted planning and identify any major issues.
• Ensures handover for service execution and operational readiness validation has been successful.
• Supports new services through an Early-life-support model as required.
• Ensures that all service transition-planning projects meet objectives and timing. Handover risk register to service operations team.
• Manages thorough validation and testing of services provisioned as part of the transition.
• To coordinate testing, validation and maintain automation workflow.
• Facilitating integrations between ITSM (Service NOW) and other IT systems by gathering data, preparing configurations and assisting in troubleshooting.
• Collaborationwith Stakeholders to capture requirements and provide input to developers for enhancement.
• Performs any other related task as required.

Knowledge and Attributes:

• Developing understanding of the organization's services portfolio and capabilities.
• Developing track record of medium to complex Services Transition Management delivery within an IT environment
• Developing knowledge of Project and Transition Management governance, frameworks and methodology.
• Excellent ability to communicate.
• Ability to interpret, deconstruct and contribute to contractual collateral.
• Excellent organization skills.
• Displays ability to construct plans and schedules within a framework.
• Displays ability to look ahead and mitigate potential issues before they arise.
• Developing business and commercial acumen.
• Displays ability to think tactically with an understanding of the operations of a service delivery and operations business.
• Awareness of ITIL or IT Service Management practices is an advantage.
• General understanding of enterprise IT (Servers, networking, cloud, security services, Virtualization)
• Familiarity with IT Support Tools and Ticketing System (ServiceNow)

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or related field.
• Recognized Project Management certification (PMP, PRINCE2) preferred.
• ITIL certification preferred.

Required experience:

• Moderate level of experience within Service Transitioning / Project management.
• Moderate level of experience in applying, managing and executing transition management approaches and applicable methodologies.
• Moderate level of demonstrated track record of completing successful transitions into a multi-tier delivery organization.
• Moderate level of experience in managing stakeholder relationships, including clients and vendors.