Job Details

  • Title: Project Service Transition Analyst
  • Code: RCI-RID-05106
  • Location: Waltham Massachusetts (MA) 02451
  • Posted Date: 07/11/2019
  • Duration: 12 Months
  • Status: Open
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  Job Description

Job Purpose:

Required to transition multiple projects into production ensuring that the requirements to support are commensurate with business requirements and priorities. This includes ensuring that the new and changed services have a fully developed end to end support structure, including Processes, SLAs, KPIs, Disaster Recovery and Business Continuity. TheĀ successful candidate will have previous experience in service transition, and a strong understanding of multiple platforms and solutions, together with the experience of working with multiple support partners.

Knowledge, Experience & Technical Know How (in order of importance):

  • Strong Service Transition Management experience within various industries
  • Experience of delivering/transitioning services into production and the after-care support.
  • Strong Service Level and Service Design experience
  • Experience of IT Service management in an ITIL framework
  • Experience of managing multiple internal and external stakeholders.
  • Excellent written and verbal communication skills.
  • Stakeholder management and influencing skills covering colleagues, partners / vendors and project sponsors.
  • Relevant experience of end to end Project lifecycle
  • Utilities experience highly beneficial.

Core Skills:

  • IT Service Management, IT Service Delivery, Systems Design
  • Change Management, Project management and Performance Excellence

Qualifications Required:

  • Qualifications could come from a variety of sources, e.g. a degree in computing, science or mathematics, ISEB, British Computing Society or certification from commercial organizations such as Microsoft, Oracle etc. relevant to solution architecture
  • Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work
  • Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate
  • Holding a Prince 2 or PMI certification will also be beneficial.
  • Excellent team player, ideally with experience of working in global teams with matrix reporting and deliverables.
  • Strong influencing skills
  • Excellent communication, both verbal and written English, allied to strong presentation and workshop facilitation skills including communicating technical solutions

Role Responsibilities

  • Ensure new and changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer etc. commensurate with business requirements and priorities.
  • Complete the Service Transition templates on behalf of projects for review and approval from Service owners/CSM following the Service Transition process/policy
  • Seamless transition in to the live environment, working with both projects and service owners to ensure the ELS warranty period meets the criteria to exit
  • Act as a single point of contact that ensures effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework.
  • Programme/Project representation at the Service Transition Board (STB) providing inputs into the STB process.
  • Engage all relevant I&O Stakeholders for each project and onboarding SMC ITIL processes
  • Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production.
  • Ensure that appropriate resourcing, training, tooling, support and documentation is delivered to I&O and eco Partners with a formal project and service sign-off from all key stakeholders.
  • Ensure that any BAU documentation has been updated to reflect any new/changed services
  • Represent I&O at project meetings to define and implement service acceptance criteria for both new and changing services.
  • Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
  • Define and deliver the end to end support model with all key stakeholders across multiple delivery organization
  • Active involvement in Early Life Support activities and governance.
  • Continued service transition improvement, working in conjunction with I&O, Solution Delivery, and eco Partners.
  • Continuous service improvements initiatives to be applied across the lifecycle
  • Work closely with the test function within the project to ensure testing effectively demonstrates the operability of the service
  • Working with Solution architect at the design stage and challenging the non-functional requirements and ensuring the project is fit for both utility and warranty purposes.
  • Process and Procedure experience (development and implementation)

Key Performance Indicators for the role:

  • Demonstrates how the service transition maximizes business value and minimizes RTB.
  • Key Stakeholder Satisfaction (Service Transition, I&O and Programme Delivery)