Service Design and Transition Manager

About Us

We’re an award-winning innovative tech consultancy - a team of creative problem solvers. Since 1993 we’ve been finding better, more sustainable ways to solve complex technology problems for some of the world’s leading organisations and delivered solutions that millions of people use every day. 

In the last 30 years we won several awards, including a prestigious Queen’s Award for Enterprise in the Innovation category for our Enterprise Agile delivery approach.  

Operating from 26 locations across the world, we bring together teams of creative experts with diverse backgrounds and experiences, who enjoy working and learning in our collaborative and open culture and are committed to world-class delivery.  

We want to continue to grow our team with people just like you! 

About the Role

As the Service Design and Transition Manager, you will work closely with the Service Design and Transition Lead and have the following key responsibilities:

Thought Leadership

• Provide input to our Managed Service Design and Transition Strategy
• Help to develop robust and repeatable templated Service Design, Transition & Acceptance processes
• Aligning Service Design and Transition to business processes

Objectives

To create a set of artefacts that can be repeatedly used across multiple clients to ensure a high level of quality and consistency are achieved for Service Discovery, Design and Transition.

Service Discovery

• Current Support – capturing and understanding the ‘as is’
• Maturity assessment – where appropriate/needed conducting a service support maturity assessment

Service Design

• Service Design Package
• Define Service Support Scope – Scope of the services to be supported including the application and infrastructure
• Define Service Support Model
• Agree Service Level Agreements
• Define Service Process Model
• Agree Support Runbook content
• Agree toolset needed to provide support and monitor
• Define Roles and Responsibilities
• Define Managed Service reports and reviews
• Define Service Transition Plan
• Define the Security approach
• Agree third party integration

Service Transition

• Build the Service Transition plan
• Follow and report on Service Transition Timelines
• Agree Service Transition milestone
• Create and maintain Service Acceptance Criteria
• Create the required support processes
• Setup and configure the toolset
• Establish the monitoring and alerting tools
• Define Tech handover approach
• Environment handover and timescales
• Handover to the SDMs 

People Management

• Provide support and mentoring to those who join the Service Design and Transition function. 

Raising awareness of BJSS (Managed Services)

• Support the raising awareness of BJSS (Managed Services) both internally and externally by being involved in both internal and external events and other forms of communication for example townhalls, conferences, meet ups, Spotlight.

Collective Management Responsibilities

• Support Recruitment
• Learning & Development
• Academy Support
• Events & Marketing
• Business Development, Bids & Pre-sales
• To provide Service Management and Managed Service consultancy for perspective client engagements
• To work with the wider business and support the early involvement of Managed Service in client conversations
• Flexibility to work in a Service Delivery Manager operational role across a number of Managed Service engagements, varying in specialism and discipline, as per client and project demands

About You

We’d love to hear from you if:

• You lead by example.
• You can take responsibility and have a mind-set for continuous improvement.
• You have strong interpersonal skills and can listen to others.
• You have good presentation skills both written and verbal.
• You can inspire and motivate team members.
• You can provide effective feedback.
• You can mentor and guide team members.

Overall, you are ambitious, enthusiastic, and looking to help grow BJSS while maintaining the positive working culture that we have established in Managed Service.

Experience

• Deep and wide experience of ITIL service process architecture, service design, service transition and implementation in large-scale service management organisations
• Experienced in Service Operations across a range of Managed Services engagements
• End-to-end and appropriate Managed Services architecture and design that meets the customer’s needs including creation and delivery of presentations and supporting bid material
• Track record in delivering Continuous Service Improvements
• Experience with a wide range of service management toolsets
• Wide ranging experience of Design and Implementing new service structures

Some of the Perks

• Flexible benefits allowance – you choose how to spend your allowance (additional pension contributions, healthcare, dental and more) 
• Industry leading health and wellbeing plan - we partner with several wellbeing support functions to cater to each individual's need, including 24/7 GP services, mental health support, and other 
• Life Assurance (4 x annual salary) 
• 25 days annual leave plus bank holidays 
• Hybrid working - Our roles are not fully remote as we take pride in the tight knit communities we have created at our local offices. But we offer plenty of flexibility and you can split your time between the office, client site and WFH
• Discounts – we have preferred rates from dozens of retail, lifestyle, and utility brands
• An industry-leading referral scheme with no limits on the number of referrals 
• Flexible holiday buy/sell option
• Electric vehicle scheme
• Training opportunities and incentives – we support professional certifications across engineering and non-engineering roles, including unlimited access to O’Reilly
• Giving back – the ability to get involved nationally and regionally with partnerships to get people from diverse backgrounds into tech
• You will become part of a squad with people from different areas within the business who will help you grow at BJSS
• We have a busy social calendar that you can choose to join– quarterly town halls/squad nights out/weekends away with families included/office get togethers
• GymFlex gym membership programme