The posting
Functional overview
Inchcape has begun to deploy the DDCs to support global, regional, and local IT services. As part of the DDC strategy, Service Transition is accountable for ensuring that all services delivered into the live DDC environment, occur in a planned, controlled, and timely manner, such that the services can be sustainably operated and perform as defined and designed.
Service Transition Manager’s primary focus is to:
- Protect the services in production - To provide DDC readiness for newly introduced or changed IT Services
- Support the Deployments - Using an integrated approach with Projects, aligned to project delivery objectives and phases
- Sustainable Quality - To drive functional and service quality to minimize stabilization period post go-live
- Knowledge Management - Using a process based and predictable approach, internal core team to retain knowledge and protect the service design, resource pool to flex to demand from projects.
Duties and responsibilities
- Utilizing the Service Transition Process to manage and co-ordinate the introduction of new and modified services
- Ensuring adherence to the Service Transition approach across global, regional, and local IT systems
- Delivering Service Transition Projects and Programmes in line with recognised best practice methodology to meet Operational requirements (managing risk, governance, quality assurance, issue resolution, reporting) for services supported by DDC
- Ensure delivery of service supporting documentation, producing, and validating support material that meets the service transition standards
- Developing Service Transition plans, ensuring deliverables and milestones are met
- Ensure that the Service can be managed, operated, and supported in accordance with the requirements and constraints specified within the service design
- Responsible for summarised reporting across all projects where Service Transition is being undertaken
- Providing appropriate co-ordination and integration support during end-to-end post Go-Live support process
- Maintain awareness of international standards relating to service transition and of industry best practise
- Providing leadership, advice, and guidance on all aspects of Service Transition including planning and execution
- Provide support to project and BAU resources on issue and risk mitigations and serve as an escalation point
- Establish and maintain the integrity of all identified service assets and configurations as they evolve through the service transition stages
- Providing pro-active Service Transition management within the boundaries provided
Minimum competencies
- Demonstrate the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team
- Demonstrate ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically dispersed teams and 3rd party vendors of IT services to drive exceptional customer service and high performance
- Ability to build strong relationships with business stakeholders, including senior managers and 3rd party vendor executives and to influence and be persuasive
- Strong interpersonal, collaboration and communication skills
- International orientation – prepared to travel internationally (preferable) is able to work effectively in an international context
- Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
- Strong planning and managing delivery to plan as well as good organising skills
- Pro-active with high levels of energy, tenacity and enthusiasm to deliver results
- Exceptional focus on quality and strong attention to detail
- Broad knowledge of change management processes
- Knowledge of Service Planning & Support process
- Knowledge of KM process
- Knowledge of Service Validation, Testing & Evaluation processes
- Knowledge of configuration and asset management processes
- Ability to understand and set service level requirements
- Understanding of priorities and organisational constraints
- Ability to accurately document and report on service transition activity
- Knowledge of cost and budgeting within a service transition environment
- Broad understanding of Inchcape operating methodologies and frameworks (ITIL, TOGAF, SAFe, Gateway, etc.)
- Identify and involve all the relevant key decision makers and contributors at the appropriate level, from start to finish, to get them on board.
- Look to integrate people from other parts of the business early on to get their opinions and a broader bu
