The OpportunityThe
Service Transition Manager in
Operational Readiness operates between Service Design and Service Operations to ensure an effective, efficient and safe transition of new or modified services and processes into the operational environment. This particular role is dedicated to
Service Transition for Mergers & Acquisitions, a key pillar in WSP's growth strategy.This role is part of the newly formed Enterprise IT Service Management Organisation, reporting into the Practice Director (Transition).
What you'll do:Responsibilities of this role include (but are not limited to):
- Create awareness and ensure engagement between the IT Project Management Office (M&A) and the Front Line Services Hub organisations, this includes IT Partners and other 3rd parties working as part of the Hub operation.
- Work within the processes and operating procedures defined.
- Ensure support and operational teams, including 3rd party suppliers and IT partners, can seamlessly support any new or changed services through effective training, documented knowledge transfer etc.
- Work with the Enterprise ITSM Asset & Configuration Management team to ensure that the CMDB is updated to accurately reflect additions via M&A.
- Ensure the Service Catalogue is maintained through 'the project' to reflect any changes to existing services (descriptions, SLAs etc.) and to make sure that any new or retired services are also added/archived.
- Work with IT Project Management Office (M&A) and Front Line Services Operational teams to ensure that identified 'project' risks and issues are clearly assessed, addressed and/or accepted before Change Enablement to protect the live environment and to prevent business impact.
- Work with Front Line Services operational teams and regional Business Partners to set correct expectations on the performance and use of new or changed services.
- Ensure Lessons Learned are captured for continuous improvement of the Service Transition process and standard operating procedures.
- Contribute to other continual service improvement activities by providing inputs based on experience and observations and through feedback.
- Support transitional activities as required as operations are internalized.
About YouRequired- A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
- Solid knowledge and experience of ServiceNow.
- Proven supervision skills.
- Enthusiasm and dedication to drive continual improvement and, or change.
- Excellent analytical and communication (both verbal and written) skills.
- Experience of working to (and exceeding) Service Level Agreements.
- Process and detail-orientated with a methodical and planned approach to achieving goals.
- Ability to quickly gain the confidence of the business and the trust of colleagues through building efficient working relationships and by exhibiting excellent communication, negotiation and influencing skills.
- Achieve desired outcomes and engender a collaborative approach with project delivery teams and IT partners/suppliers through effective engagement and communication.
- Be comfortable with challenging (for the right reasons) and where necessary pushing back.
- Act as an advocate for the IT Organization both externally and internally.
Preferred- Bachelor's degree in Information Technology or a related field.
About WSPWSP is one of the world's leading engineering professional services firms, bringing together approximately 6,000 talented people across 15 offices in Australia. We are technical experts who design and provide strategic advice on sustainable solutions and engineer projects that will help societies grow for lifetimes to come.At WSP, we want you to embrace your curiosity and work in a culture that celebrates different perspectives. With access to global scale and reach, you'll connect with the brightest minds in the field to make the best work of your life.We want here to be a place where you'll always find new ways to grow - where you'll design your path and do what truly matters to you.We believe that in imagining a better future for us all, you'll imagine a better future for you.To find out more about our commitment to the health and well-being of our people, and the programs we've designed to help you thrive click here: .Think this could be the opportunity for you? Apply now to begin your journey with WSP.Imagine a better future for us all - and a better future for you.WSP. With us, you can.
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