IT Service Delivery & Transition Manager

Salary: Salary up to 60k

Job Purpose

The Service Delivery & Transition Manager will be responsible for working with project managers to ensure the planned, documented and cost-effective transition of a number of projects into BAU service.

You will be required to work closely with both the project team and BAU service teams in order to understand the current support models used across the technology stack and to design an end-to-end service model ensuring the continuity of service and success for newly integrated products and services.

A significant part of this role will be working on the service design and transition. You will need to be from an ITIL-based Service Delivery background, be process-driven and skilled at creating process documentation.

With a good understanding of ITIL practices, you will be able to support the ongoing delivery of the policy, processes and continual improvement of these across the Technology division.

Principal Accountabilities

Whilst we have a number of applications that we support currently both in-house and via external suppliers, we are looking to increase the maturity of our service portfolio. This role will involve fully immersing yourself in our current support mechanisms and being able to understand the art of the possible for our support teams. You will need to be an excellent communicator who can work with stakeholders at all levels and negotiate roles and responsibilities for your proposed service design. In addition, you will be responsible for producing the service design artefacts to be used by our teams.

The Service Delivery part of the role will be assisting the Service value stream with process support across Incident, Problem and Change to achieve KPI’s across the Technology Division.

You will be responsible for designing the service solutions/artefacts for:

1. New or Changed IT Service / Systems and Existing Service Reviews
2. Integrations (both identification of required integrations and the service design for support of these integrations)
3. Monitoring/availability
4. SLA/KPI
5. Backups
6. Environments/tenants/instances
7. Configuration management
8. Release testing
9. Release management
10. Access control
11. Out of hours support
12. Service Desk configuration and integration to ensure incidents and requests can be raised
13. ITSM tooling experience
14. Change management (both internal and 3rd party)
15. Service Catalogue / Knowledge Management
16. Business continuity/disaster recovery/archiving/data retention
17. Transition/warranty plan

Person Requirements – Qualifications, Experience & Competencies

Knowledge & Experience

• Experience in IT service design and support workflows (either via Architecture or Service Delivery disciplines)
• Experience with in-house, 3rd party and hybrid support models
• Excellent understanding of ITIL framework
• Experience of project delivery
• Proven experience of working to deadlines and managing and prioritising workload
• Experience end user compute
• Advantageous experience across Service Disciplines (Change management / Problem management / Continuous Service Improvement / Major Incident Management / Service Desk)

Skills & Behaviours

• Excellent communications and diplomacy skills across multi-level stakeholders with the ability to persuade and influence
• Able to deliver to deadlines and budgets
• Excellent organisational skills
• Strong commercial acumen
• Ability to quickly grasp concepts and understand consequence
• Able to build strong working relationships

Stagecoach workplace culture is one where everyone can be themselves and where all the differences our people bring to the business are celebrated. We welcome applications from all, irrespective of background, gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation or age.

Location: Stagecoach Shared Service Centre One Exchange, 20 Railway Road Stockport SK1 3SW