Service Transition Manager 

About Us

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. To achieve the priorities and enablers defined for IT Services in support of the business strategy, IT is undertaking a global transformation program. This role is part of the newly formed Enterprise IT Service Management Organisation, reporting into the Practice Manager, Operational Readiness.

Position Summary

The Service Transition Manager in Operational Readiness operates between Service Design and Service Operations to ensure effective, efficient and safe transition of new or modified services and processes into the operational environment.

Job Responsibilities:

Responsibilities of this role include (but are not limited to):

• Create awareness and ensure engagement between the IT Project Management Office and the Front Line Services Hub organisations, this includes IT Partners and other 3rd parties working as part of the Hub operation.

• Work within the processes and operating procedures defined.

• Ensure support and operational teams, including 3rd party suppliers and IT partners, can seamlessly support any new or changed services through effective training, documented knowledge transfer etc.

• Work with the Enterprise ITSM Asset & Configuration Management team to ensure that the CMDB is updated to accurately reflect additions or changes.

• Ensure the Service Catalogue is maintained through ‘the project’ to reflect any changes to existing services (descriptions, SLAs etc.) and to make sure that any new or retired services are also added/archived.

• Work with IT Project Management Office and Front Line Services Operational teams to ensure that identified ‘project’ risks and issues are clearly assessed, addressed and/or accepted before Change Enablement to protect the live environment and to prevent business impact.

• Work with Front Line Services operational teams and regional Business Partners to set correct expectations on the performance and use of new or changed services.

• Ensure Lessons Learned are captured for continuous improvement of the Service Transition process and standard operating procedures.

• Contribute to other continual service improvement activities by providing inputs based on experience and observations and through feedback.

• Support transitional activities as required as operations are internalized.

Skills and Qualifications:

• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

• Solid knowledge and experience of ServiceNow.

• Enthusiasm and dedication to drive continual improvement and, or change.

• Excellent analytical and communication (both verbal and written) skills.

• Experience of working to (and exceeding) Service Level Agreements.

• Process and detail orientated with a methodical and planned approach to achieving goals.

• Ability to quickly gain the confidence of the business and trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.

• Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.

• Be comfortable with challenging (for the right reasons) and where necessary pushing back.

• Act as an advocate for the IT Organization both externally and internally.

What sets you apart

• Bachelor’s degree in Information Technology or a related field.