Culture & Careers

Service Transition Manager

Description

Although this role has been advertised as Content + Cloud, please note that you would be employed by Mirus, one of the group’s companies.

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 Mirus support teams are fully equipped to deliver services according to SLA.

You will also own the comprehensive end to end Onboarding Process as well as ensuring there is continuous review and improvement to the process.

They 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.

You will work with project managers and internal teams across Mirus as well as Suppliers and Customer contacts to ensure that all Service Transition elements of a service solution are documented, approved, tested and delivered. They will work closely, and build key relationships within, Business Development, Account Management, Service Delivery Management, Service Operations, Reporting and Business Support teams.

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.Process & People:

  • Establish a Service Transition team within the Mirus Professional Services Team
  • 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 Mirus Service Desk Teams
  • 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 Service Desk Teams
  • Liaises with Service Operations, Reporting, 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

Projects Transition:

  • Prioritises customer experience taking a project being delivered to the client by Professional Services to the Mirus Service Desks
  • Ensuring that all associated documentation is completed within Mirus Documentation Tool (IT Glue)
  • Works with Service Desk Management Teams to ensure all teams have the relevant skills and knowledge to be able to support the delivered solution.
  • Manages resource to ensure that all relevant team members are available and present for all Project Handovers
  • Track success of projects handover to BAU through ticket volumes and assisting with early life support.

Requirements

Minimum of 2 years Service Transition experience across a number of IT projects, ideally in a Managed Services environment

  • Excellent understanding and experience of Project Management principles
  • 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
  • Project Management certification an advantage

We are looking for a

  • Motivated Self-Starter
  • Excellent communication, organization and planning skills
  • Strong analytical and problem-solving skills
  • Effective time management skills
  • Personal effectiveness, confidence and resilience, with an ability to influence at all levels of the organization and within the customer and supplier/vendor organizations
  • Ability to drive continuous improvement
  • Customer focused
  • Excellent business writing, presentation and facilitation skills
  • Flexible and assertive