Senior Service Transition Manager

Birmingham, England, United Kingdom

12/2/2024

Role Introduction

An opportunity has arisen to join our team as a Senior Service Transition Manager, where you'll take the lead in orchestrating the smooth transition of IT services for a high-profile client into our existing portfolio of managed services.

In this exciting key role, you will oversee every aspect of service transition— from planning to deployment working closely with our project managers — ensuring a flawless go-live with exceptional service delivery from day one.

As a trusted partner to the client, you'll collaborate with cross-functional teams, manage stakeholder expectations, and become a vital part of the client’s team, driving success and elevating the relationship.

What You Will Do

Service Transition Leadership

• Act as the lead for service transition initiatives, overseeing the entire process from initiation to completion, ensuring alignment with OneAdvanced and client goals.
• Develop and execute detailed transition plans, including timelines to feed into master project plan and risk mitigation strategies.
• Ensure that all operational readiness activities, including testing, training, and documentation, are completed before go-live.
  
  
  

Client Relationship Management

• Serve as the main point of contact for the client regarding all service transition-related matters.
• Be an integrated member of the customers organisation and have a place around the table in appropriate management systems.
• Build and maintain strong relationships with key stakeholders, ensuring continuous communication and alignment.
• Manage escalations effectively and provide proactive solutions to address client concerns during transition and Early Life Support.
  
  
  

Transition Planning and Governance

• Ensure adherence to OneAdvanced Project Framework
• Monitor progress, report on status, and manage any changes in scope specific to transition, as they may appear during deployment.
  
  
  

Risk and Issue Management

• Identify, assess, and manage risks associated with service transition activities, implementing contingency plans where necessary working with the associated project manager of the client and OneAdvanced.
• Proactively address issues as they arise, ensuring minimal impact on service delivery and project due dates.
• Track, report, and resolve incidents or challenges during the transition phase.
  
  
  

Service Acceptance and Handover

• Ensure the service meets agreed acceptance criteria before it is handed over to operations.
• Work closely with the operations team to ensure a seamless handover, including knowledge transfer and support documentation.
• Facilitate early life support reviews to assess performance, procedures, operating and competence manuals are fit for purpose.
  
  
  

Cross-functional Collaboration

• Collaborate with various teams, including project management, operations, technical teams, and vendors, to ensure all components of the service transition are aligned.
• Lead regular meetings with stakeholders to review progress, risks, and next steps on all topics relating to the service transition internally to the client.
  
  
  

Performance Monitoring and Reporting

• Track key performance indicators (KPIs) related to the service transition, ensuring the project meets quality and performance standards.
• Prepare detailed reports and presentations for both internal leadership and client stakeholders, providing insights into the transition progress and post-transition service performance.
  
  
  

What You Will Have

• Minimum of 3 years of experience in IT service management or service transition, with at least 5 years in a client-facing or leadership role.
• Proven experience in managing IT service transitions.
• A strong ability to lead discussions and gain agreement on the method of implementing the solution for the customer by setting their expectations at the correct level
• Ability to travel across the UK as required
• Strong organisation skills (time management, administration etc.)
• ITIL / SIAM Certification a distinct advantage.
  
  
  

What We Do For You

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace
  
  
  

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success
  
  
  

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets
  
  
  

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self
  
  
  

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger
  
  
  

Who We Are

OneAdvanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here