Service Transition Lead - 39.00 hours

We are embarking on initiatives to enhance technical capability that will revolutionise our pet care customer experience. We are now recruiting a Service Transition Lead operating within the Group IT Service Delivery function who will ensure the successful integration of services into technical support and business usage.

Our Service Transition Leads are key stakeholders in the management of business and technical change, having responsibility to represent the perspectives of operational service delivery by ensuring service quality and readiness assurance in the Delivery of the ‘to-be’ Services, that ensure we have capability to successfully support new services internally or through partners to support our Business’s strategic growth.

Aligned to Pets at Home’s Change Delivery Lifecycle, this Service Transition Lead will facilitate all aspects of service design & readiness, from the stage where a project is owned fully by a project team, working closely with Business representatives, Projects teams, Service Owners, and Service Delivery support teams through transition and build of the service, before successfully landing into Service Delivery.

This particularly role will be the face of Service Delivery, working closely with the onsite support team, Support Office services in Handforth and the Project and Business Stakeholders to manage Work-off Plans from previous deployments as well as the successful transition of new projects or developments.

Key Responsibilities:

• To partner the Project stakeholders across IT and Business teams to ensure delivery of service governance, design and support model documentation, and the build of those services is aligned with Pets at Home ITSM policy & ITIL standards for successful ‘live’ operation and support of a new service in BAU.
• To provide service governance oversee the readiness of new services for BAU operation to effectively support our colleague technical resources are available and resources have been correctly provisioned in line with release timescales.
• Manage the Work-off Plan for already implemented services, ensuring that defects are successfully managed into service, communications across the business are robust and support teams are informed and ready to support the improved services
• Manage the early life support of new in-life services through to handover into BAU support. Ensure that any workaround for known defects are well-document and well understood across both service delivery and all business stakeholders
• Provide advice and guidance and support to teams, and support error investigation and recovery.
• Participate in Daily Stand-ups driving action on defect management, communications, planning and knowledge.
• Apply Service Transition principles and mentor staff across IT to continually improve the Service Transition capability.

About You

• ITIL4 foundation certificate
• Confident use of the productivity tools, Microsoft Office, email and familiarly of modern IT Service Management tooling; such as Service Now, Ivanti Heat
• Well-developed presentation and influencing skills, capable of making the case for and achieving effective service transition deliverables in project environments,
• Proven track record of successfully managing their own work and that of others where required, including the ability to plan, prioritise and organise work to meet tight deadlines,
• Can work independently while fostering good working relationships across teams, as well as contributing to the Service Delivery team environment,
• Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels,
• Experience of creating and maintaining project plans,
• Excellent analysis and problem-solving skills,
• Commercially aware; can provide a service lens to commercial service agreements.
• Minimum five years’ working in service environment where ITIL service management principles and processes are implemented,
• Service Transition experience building support for both Agile & DevOps Application delivery environments

Desirable

• Project Delivery experience in a retail environment
• Experience of Retail & Distribution Centre Software/Support
• Technical background to understand the different architectures of the core systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantage,
• Minimum of two years’ experience as IT Service Manager or Transition Lead within a complex and diverse organisation