Service Design & Transition Manager

Claranet

1mo ago

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

AI generated summary

You need strong IT Services knowledge, experience in service design/transition, ITIL understanding, excellent communication skills, and a service-oriented mindset.
You will manage service design and transition activities, collaborate with teams, facilitate workshops, document processes, and ensure seamless product onboarding and customer support.

Requirements

Passionate about IT Services industry, Managed Services, and has strong technical, commercial and market knowledge.
Flexible approach to customer environments.
Learn and adapt quickly to changing situations.
Self-motivated and able to work under pressure.
Able to remove barriers in a collaborative way.
You will have the knowledge and experience to carry out complex tasks related to service design and transition competently, confidently and consistently
Experience in a service design and transition role mid-large sized corporate environment designing managed services in a technology product portfolio.
Service Management Tool Design & Specification experience.
Experience in the implementation of high-level structures to enable and guide the design and development of integrated services that meet business needs.
Have a service orientated mindset that focuses on how people, process and technology operate together to create value for our customers
Experience of service design and transition advocacy across a variety of internal departments
Experience of triaging any proposed propositions prior to any high-level solution activity to assess service operations engagements.
Experience of facilitating solution sizing and impact assessments across service operations capturing all resource, training, and associated risks.
Can communicate and collaborate with internal and external stakeholders across all levels of an organisation to get requirements and align with frameworks
Knowledge of Early Life Support (ELS) definition including entry and exit criteria and the periodic review sessions post “Go Live”.
Experience of hosting large stakeholder calls, such as “Go/No Go” approach review calls, to gain a fixed outcome
Service orientated mindset that focuses on how people, process and technology operate together to create value for our customers.
Understands Service Strategy, Service Design, Service Transition, Service Operations and Continual Improvement processes (ITIL)
Experience of managing customer projects into service operational delivery through defined transition frameworks.
Can document service designs and present the design to defined stakeholders as part of review and approve cycles.
Experience in transition lessons learnt activity and feeding back to the wider project team post acceptance into service confirmation.
Experience of working with continual improvement to ensure any improvement initiatives are captured, documented and ownership assigned prior to lifecycle completion.
Can research and generate new ideas using varying resources such as customers, market insight and partners.
Strong written and oral communication skills including service documentation, presentation skills and attention to detail.
Can analyse data and create information that supports product and business decisions to evolve the managed service transition framework.
Proven ability creating and delivering effective and persuasive presentations to customer and internal senior stakeholders.
Managed Service Design and Transition experience
Managed Service Implementation background.

Responsibilities

Manage service design and transition activity regarding the delivery of a technology product portfolio, vendor onboarding and customer product transition through the Customer Experience and Managed Service – Service Design and Transition (CX & MS SD&T) framework and lifecycle
Keep up to date with regards to the Claranet UK’s portfolio product sets and work with the portfolio team to define service designs and transition any trial customers into business-as-usual support and ensure CX & Managed Service are aware of any new or changed products
Work with Claranet UK Sales pipelines to ensure CX & Managed Service engagement takes place at the start of any solution design activity.
Be a Service Design and Transition advocate across Claranet UK and its customer base.
Manage multiple workshop activities to triage proposed propositions, sizing and impact assessments, acceptance criteria definition RAID log management and progression, Early Life Support (ELS) definition, approach and periodic reviews, lessons learnt and Continual Improvement working with the defined stakeholder group across Sales, Solution Architecture and Project Management.
Work with Solution Architecture to ensure managed service designs are included in Statements of Works and CX & Managed Services costs and impacts are accounted for through sizing activities and fed into cost models.
Engage with the Claranet UK customer (when required) to confirm customer “Non-Functional” requirements in-line with business agreed parameters of service.
Work with project management to align the CX & Managed Service - Service Design and Transition framework to the Project Delivery Framework to enable a collaborative approach to managed service implementation.
Host and document outputs of workshops to define, develop and manage any required service rehearsals of the defined service support models with internal and external stakeholders.
Define, develop, and document Service Design Packs and overview to defined stakeholders as part of review and approve cycles.
Communicate and influence each proposition delivery to create a team environment and a joined-up view of desired outcomes to support the best service results for the customer.
Work with the Head of Department - Service Design and Transition to continually improve the process, its artefacts, and its profile.
Work with the wider CX & Managed Services team to develop toolsets and processes.
Complete all required documentation to the agreed standard and continually keep all workload trackers up to date weekly to ensure all stakeholders have access to the latest information.
Attend the Managed Service Operations Delivery board to present and request any stage gate progression approvals and raise RISKS for awareness of the CX & Managed Service Senior Management team and CX & Managed Service Director.
Ensure that all Claranet UK services can be managed and supported in accordance with the product/defined support model documentation.
Teams to collaborate with
Solution Architecture - to size and impact assess propositions to feed into statements of work cost models prior to customer sign off.
Project Management - to ensure a collaborative approach to new/changed service onboarding and framework alignment.
Product Portfolio Teams – ensure that all products have aligned service support models for sales enablement.
Legal & Compliance – to discuss all contractual agreements regarding support Vendors and customer contracts.
Technology Practices – collaborate to identify new opportunities for service innovation and change.
Customer Success and Growth – Understand the sales pipeline of work and ensure collaboration on any customer engagements where required.
Customer Experience and Managed Services – ensure that customers receive the support they need, and to resolve any issues that arise.

FAQs

What is the location for the Service Design & Transition Manager position?

The position is located at the Gloucester Office.

What is the employment type for this role?

The employment type is Full-Time.

What qualifications are preferred for this role?

Experience in a service design and transition role within mid to large-sized corporate environments and knowledge of ITIL processes is preferred.

What are the primary responsibilities of the Service Design & Transition Manager?

The primary responsibilities include managing service design and transition activities, engaging with stakeholders, and ensuring that managed services are efficiently designed and transitioned into operational services.

Is experience in managing service implementations required for this role?

Yes, experience in Managed Service Design and Transition as well as Managed Service Implementation is required.

What competencies are crucial for success in this role?

Critical competencies include strong technical and commercial knowledge, a service-oriented mindset, effective communication skills, and the ability to manage multiple stakeholder engagements.

What types of teams would the Service Design & Transition Manager collaborate with?

The Manager will collaborate with teams such as Solution Architecture, Project Management, Product Portfolio Teams, Legal & Compliance, Technology Practices, and Customer Success and Growth.

Does Claranet offer benefits to employees?

Yes, Claranet offers an extensive benefits package, including a matching contribution pension scheme, healthcare, insurance, dental, and discounted gyms.

What is the company culture like at Claranet?

Claranet prides itself on a collaborative, inclusive culture and actively supports local charities and employee fundraising efforts.

How important is continual improvement in the role of a Service Design & Transition Manager?

Continual improvement is very important, as the Manager will work with the Head of Department to improve processes, artefacts, and overall performance continuously.

Claranet

Experts in modernising, securing and running critical applications, data and infrastructure

Technology

Industry

1001-5000

Employees

1996

Founded Year

Mission & Purpose

Claranet modernise and run critical applications and infrastructure. We simplify the management of IT services so our customers can concentrate on what they do best. By working with us our customers gain access to a wide range of managed services, professional services, and training across Cloud, Networks, Managed Cyber Security, and Workplace communication and collaboration technologies. Founded in 1996, Claranet has evolved from a pioneering ISP (Internet Service Provider) into a leading technology services provider with global reach. The company has annualised revenues of circa £440 / €600 / $600 million, over 10,000 customers, and more than 3,000 employees. This international success is driven by local service, out of local offices, using a mixture of local and international infrastructure, including public clouds. Claranet was positioned for the second year running in Gartner’s Magic Quadrant for Data Centre Outsourcing and Hybrid Infrastructure Managed Services, Europe, introduced in 2018. This follows Claranet’s inclusion as a ‘Leader’ in the Magic Quadrant for Managed Hybrid Cloud Hosting, Europe for five years running, 2013-2017. The company is also the only technology provider in the UK to appear as a Leader across ISG Provider Lens™ reports for both public cloud and cyber security.