Service Transition Manager

Overview

The Service Excellence, Design and Transition Department sets the standards for service design, transition, and delivery for Bell. The Transition Manager engages throughout the pre-sales stage through to delivery / service commencement or decommission to ensure all services are designed, configured, and transitioned utilising a standard approach and acceptance criteria.

The Transition Manager is experienced in the design, transition and delivery of services and supports the practices and suppliers (where applicable) and internal Bell support functions in the onboarding of services to ensure a positive customer experience and an efficient ongoing delivery of the service.

Responsibilities

The Service Transition Manager is responsible for:

Service Design:

• Supporting the Service Excellence Director in the development of standard service descriptions and components, service levels and support processes to aid the development of RFPs and commercial proposals and agreements
• Work with pre-sales and sales department and customers and vendors (where applicable) to develop proposal, RFP responses and create Statement of Works prior to business approval

Service Transition:

• Design and implementation of the service in accordance with the Bell Service Transition processes
• Act as the focal point of contact and working with all impacted departments to ensure support readiness
• Reporting progress to key stakeholders in a timely manner highlighting service and financial progress, dependencies, and risks
• Ensuring all commercials, support and financial documentation is in place for the continued successful delivery of the service in accordance with the agreed processes, policies, and artefacts

Service Readiness:

• Development of service readiness plans, testing completion and test result production
• Obtain sign off from Service Delivery Managers, practice leads and support teams prior to service commencement
• Obtain Go / No Go approval from the customer and Bell practices

Continuous Service Improvement:

• Capture service improvements throughout the transition of services and ensure a templated plan is handed over to the service owner at the end of the transition
• Ensure lessons learned are documented throughout the transition and shared with the relevant internal teams for resolution and are recorded in the ITSM tools
• Support the continuous improvement of Bell’s internal processes and service delivery

Qualifications

• Minimum of 5 years’ service transition experience, managing service transitions, plans, and multiple onboarding technical teams
• Experience within a service delivery / operations capacity
• Ability to translate contracts to align with service requirements and processes
• Strong relationship management skills that aid successful knowledge transfer and service readiness
• ITIL4 Foundation Level
• Excellent planning and forecasting skills and ability to manage risks
• Prior experience in working for a managed service provider is desired but not essential
• Communication (written and verbal), presentation, facilitation, and administration skills
• Process orientated with experience in developing and implementing processes
• Ability to deal with high pressure to ensure positive outcomes
• Flexible approach to assignment of tasks and the ability to adapt to meet changing business needs
• Self-motivated
• The ability to communicate in a clear and concise manner to all levels in a variety of different mediums