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Head of Service Transition

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JD Sports Fashion

22d ago

  • Job
    Full-time
    Expert Level
  • IT & Cybersecurity
    Business, Operations & Strategy

AI generated summary

  • You need 10+ years in IT service management, 5+ in leadership, strong ITIL and CMDB knowledge, great communication skills, and experience in strategy and service transition management.
  • You will manage change processes, ensure smooth service transitions, oversee release management, maintain the CMDB, report on performance metrics, and lead the service transition team.

Requirements

  • Proven leadership abilities with experience in mentoring, coaching, and developing high-performing teams.
  • Strong strategic thinking and planning skills to drive continuous improvement and foster a culture of excellence.
  • Excellent communication and interpersonal skills to build strong relationships with technical and business stakeholders.
  • Effective collaboration skills to work with various IT and business leaders, ensuring alignment of service transition activities with organisational goals.
  • In-depth knowledge of ITIL processes and best practices, particularly in service transition areas such as change enablement, release management, and configuration management.
  • Strong understanding of Configuration Management Database (CMDB) and its role in service management.
  • Proficiency in knowledge management frameworks and service reporting tools.
  • Experience in managing the end-to-end lifecycle of IT services, from development to operations.
  • Experience in managing third-party provider contracts, including negotiating terms, monitoring performance, and ensuring compliance with SLAs and KPIs.
  • Minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role overseeing service transition activities.
  • Experience in the retail industry or a similar fast-paced environment is a plus.
  • Practical experience in developing and implementing strategies for change management, release management, knowledge management, CMDB, configuration management, and service reporting.
  • Demonstrated ability to manage the planning, coordination, and execution of service transition activities, ensuring they meet quality standards and are delivered on time and within budget.
  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Relevant certifications (e.g., ITIL Expert, ITIL Service Transition, PMP) are highly desirable.

Responsibilities

  • Develop and implement change management strategies to ensure smooth and controlled transitions of services.
  • Oversee the change enablement process, ensuring changes are reviewed, approved, and implemented with minimal disruption.
  • Collaborate with stakeholders to assess the impact of changes and ensure readiness for implementation.
  • Plan and manage the release of new services and updates, ensuring coordination across teams and adherence to schedules.
  • Develop release policies and procedures, ensuring alignment with organisational goals and compliance requirements.
  • Oversee the deployment of releases, ensuring successful implementation and addressing any issues that arise.
  • Establish and maintain a knowledge management framework to capture, store, and share information across the organisation.
  • Ensure knowledge resources are up-to-date, accessible, and effectively utilised by IT and business teams.
  • Promote a culture of continuous learning and improvement through effective knowledge sharing practices.
  • Oversee the management and maintenance of the Configuration Management Database (CMDB).
  • Ensure the accuracy and completeness of configuration data, supporting effective service management and decision-making.
  • Develop and enforce configuration management policies and procedures, ensuring compliance with industry standards.
  • Develop and maintain service reporting frameworks to provide insights into service performance and compliance.
  • Produce regular reports on key performance indicators (KPIs), service level agreements (SLAs), and other metrics.
  • Present findings to senior management and stakeholders, providing recommendations for improvement.
  • Oversee the management of third-party provider contracts responsible for the execution layer of service transition activities.
  • Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) as outlined in the contracts.
  • Lead negotiations for contract renewals and amendments, securing favourable terms and conditions.
  • Monitor vendor performance and manage relationships to ensure high-quality service delivery.
  • Ensure third-party providers are integrated seamlessly into the organisation's workflows and align with the overall strategic vision.
  • Lead and develop a high-performing service transition team, fostering a culture of excellence and continuous improvement.
  • Collaborate with other IT and business leaders to ensure alignment of service transition activities with organisational goals.
  • Act as a point of escalation for service transition issues, ensuring timely resolution and effective communication.

FAQs

What is the job title for this position?

The job title for this position is Head of Service Transition.

Where is the job located?

The job is located at BL9 8RR.

What are the working hours for this position?

The working hours for this position are 40 hours per week, Monday to Friday.

What experience is required for this role?

A minimum of 10 years of experience in IT service management, with at least 5 years in a leadership role overseeing service transition activities is required.

Is experience in the retail industry necessary?

While not mandatory, experience in the retail industry or a similar fast-paced environment is considered a plus.

What educational background is preferred for the Head of Service Transition role?

A Bachelor's degree in information technology, Computer Science, or a related field is preferred.

Are there any certifications that are highly desirable for this position?

Yes, relevant certifications such as ITIL Expert, ITIL Service Transition, or PMP are highly desirable.

What skills are important for this position?

Important skills include leadership and management, technical expertise in ITIL processes, contract and vendor management, and experience in service management.

What are the main responsibilities of the Head of Service Transition?

Key responsibilities include developing change management strategies, overseeing release management, maintaining a knowledge management framework, managing the CMDB, service reporting, managing contracts with third-party providers, and leading a high-performing team.

What benefits does the company offer?

Benefits include an incremental holiday allowance, staff discounts, a bike discount scheme, discounted gym membership, personal development opportunities, and access to apprenticeships and accredited qualifications.

How can I apply for this position?

You can apply for this position by pressing the Apply Now button.

What should I do if I don't hear back about my application?

If you don't hear back within two weeks of your application, please consider your application to have been unsuccessful on this occasion.

Will there be an opportunity for a first-stage meeting after applying?

Yes, applications that meet the skills criteria will be contacted for a first-stage meeting with the talent team. Shortlisted candidates will then be invited to interview with the hiring manager.

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JD Sports Fashion

Retail & Consumer Goods
Industry
10,001+
Employees

Mission & Purpose

JD Sports is a prominent UK-based retail company specialising in sportswear, athletic footwear, and related accessories. Their ultimate mission is to provide customers with a comprehensive range of top-quality sportswear brands, sneakers, and sports-related fashion items. JD Sports' purpose revolves around enabling individuals to pursue an active and healthy lifestyle by offering them the latest and most stylish sportswear options, catering to their athletic and fashion needs.