Service Transition Manager

Synopsis

Responsible for the IT Service Transition activities relating to the cutover of Etihad’s Passenger Services System (PSS). Leveraging existing Service Transition processes, build strong relationships with Product Owners and Service Management & IT Operations stakeholders to ensure the acceptance criteria is achieved in a timely manner whilst ensuring risks and issues are managed effectively.  Produce and manage the service transition plan and communicate progress in line with the required program cadence. Ensures all service related artifacts are updated or retired as products are phased in and out.

Accountabilities

• •    Single point of contact for the PSS program in matters relating to service transition of IT systems, services, and processes.
  •    Produce and maintain the transition plan and associated status Key Performance Indictors (KPIs) and dashboards
  •    Communicate progress against the transition plan in line with the required program cadence (e.g., daily stand-ups, PI planning, retrospectives)
  •    Responsible for project compliance aligning with the Project Management Office (PMO) requirements and to ensure operational governance.
  •    Maintain the risk and issues register relating to the service transition activities ensuring the timely treatment of those items and escalation when necessary.
  •    Ensures product owners are aware of their service transition responsibilities by leveraging existing Service Management & IT Operations processes and procedures.
  •    Ensure the IT change management function is aligned across service transition activities
  •    Proactively manage the product owners deliverables providing the required support required and assist in the removal of impediments to ensure the materials provided are appropriate and are of the required quality 
  •    Forecast demand such that there is sufficient capacity by the required stakeholders within the required timescales to complete service acceptance prior to deployment
  •    Manage and monitor the deployment of new services ensuring corrective action is taken where necessary
  •    Ensure artifacts related to ongoing Service Management & IT Operations artifacts are updated as required (e.g. Service Catalogue, Configuration Management DB, Knowledge Base)
  •    Manage the integration aspects relating to the ITSM tooling between Etihad and PSS provider, removing the need for manual overhead and ensuring processes are optimised.

Education & Experience

• 5+ years of service management experience across Service Design, Service Transition and Service Operation roles
• Demonstrable experience in the management of large service transition implementations
• Qualified knowledge of ITSM tooling and ITIL processes (v3 and v4)
• Effective stakeholder management across multiple value streams and product owners and other internal teams
• Excellent verbal and written skills (English)
• Proven experience in the practical use of Microsoft Tooling; Project, PowerPoint & Visio
• Solid understanding of networks, infrastructure and application technologies and their applicability to the services provided
• Experience of working within SAFe or similar agile practise.
• Beneficial – Bachelor’s degree in Computer Science, Information Systems, or equivalent