Summary: As a Service Design & Transition Manager, your primary objective will be to achieve IT Operational Readiness by designing and implementing an appropriate Operating Model to run and maintain transformed IT services for your assigned portfolio of projects.
You will work closely with both IT Delivery and IT Operations stakeholders to manage a controlled transition and handover of the transformed IT services from project teams to operational teams.
You will ensure that all aspects of People, Process and Tooling are considered for building an integrated run operating model that works coherently to achieve business objectives.
Key responsibilities & deliverables: Developing and implementing an Operational Readiness plan Defining Operating Model Strategy- including as-is op model impact analysis and defining the to-be People, Process and Tooling strategy.
Conducting training needs analysis for impacted teams and creating a training plan Creating a detailed Operating Model Design- including team design, RACI, process workflows, SLAs/ KPIs, tooling architecture, etc.
Provide assurance that the technical solution incorporates the agreed non-functional requirements to ensure ongoing operational sustainability.
Estimating incremental run costs and confirming opex budgets.
Build the designed operating model- including resource recruitment & onboarding, training & knowledge transfer, managed service provider sourcing & contracting, creating runbooks & SOPs, tooling implementation/ configuration, etc.
Test the built operating model- including Operational Acceptance Testing/ Non-Functional Testing planning and execution.
Manage the Go-Live of the operating model through cut-over planning and execution.
Required Skills & Experience: Strong experience and background in IT Service Management & IT Operations with an understanding of a broad range of IT Service Management Practices and Operational Support Models.
Proven experience in achieving Operational Readiness by managing a team of diverse resources in a matrix management model through a structured operational readiness plan.
Experience of designing and implementing run operating models across the domains of People, Process and Tools to successfully transition IT Services from Project Delivery into IT Operations.
Experience of leading workshops with a diverse set of stakeholders with an objective of producing specific deliverables and/or achieving specific outcomes.
Broad understanding of IT Service Management and IT Ops tooling such as ServiceNow, AppDynamics, Sensu, Grafana, etc.
Broad understanding of Cloud technologies across IaaS/ PaaS/SaaS Working knowledge of industry standard tools such as MS Visio, MS Project, MS Office, Jira and Confluence.
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