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Project Service Transition Analyst II-US
Ref No.: 18-19126
Location: Waltham, Massachusetts
Project Service Transition Analyst II
Waltham, MA
12 Months


Job Purpose:

Required to transition multiple projects into production ensuring that the requirements to support are commensurate with business requirements and priorities. This includes ensuring that the new and changed services have a fully developed end to end support structure, including Processes, SLAs, KPIs, Disaster Recovery and Business Continuity. The successful candidate will have previous experience in service transition, and a strong understanding of multiple platforms and solutions, together with the experience of working with multiple support partners.

Knowledge, Experience & Technical Know How (in order of importance):

- Strong Service Transition Management experience within various industries
- Experience of delivering/transitioning services into production and the after-care support.
- Strong Service Level and Service Design experience
- Experience of IT Service management in an ITIL framework
- Experience of managing multiple internal and external stakeholders.
- Excellent written and verbal communication skills.
- Stakeholder management and influencing skills covering colleagues, partners / vendors and project sponsors.
- Relevant experience of end to end Project lifecycle
- Utilities experience highly beneficial.

Core Skills:
- IT Service Management,IT Service Delivery, Systems Design
- Change Management,Project management and Performance Excellence

Qualifications Required:
- Qualifications could come from a variety of sources, e.g. a degree in computing, science or mathematics, ISEB, British Computing Society or certification from commercial organisations such as Microsoft, Oracle etc relevant to solution architecture
- Knowledge of new and emerging technologies and industry best practice for Service Delivery within multiple programmes of work
- Experience of ITIL Service Delivery and Service Management best practice with a minimum of ITIL Foundation certificate
- Holding a Prince 2 or PMI certification will also be beneficial.Excellent team player, ideally with experience of working in global teams with matrix reporting and deliverables.
- Strong influencing skills
- Excellent communication, both verbal and written English, allied to strong presentation and workshop facilitation skills including communicating technical solutions

Job Dimensions:
- No direct reports. Works closely with Service owners, project and programme management teams while reporting to I&O for Line Management and Solution Delivery for work allocation and time utilization.

Stakeholders / Main Interfaces:
- Reports to I&O, Service Transition Manager for line management, work allocation and time utilization
- Reports to Service Transition Manager for Service Transition Process, Policy, Standards and Objectives
- I&O and Service Transition stakeholders
- Programme leads, Service owners, CSM, Project Managers and Business Analysts
- Solution Architects Capability Leads for the capabilities impacting the programme
- Internal architects and SA best practice and standards role.
- Senior I&O Managers, line managers and operational staff
- IS partners and Suppliers
- Business Relationship Management (BRM)
- Strategy and EA
- Digital Risk and Security
- I&O and Management; CNI Service Delivery and Management (where appropriate)
- Technical Services
- Business Solutions Application Support

Role Responsibilities
- Ensure new and changed Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, resources, support models, DR, business continuity, knowledge transfer etc. commensurate with business requirements and priorities.
- Complete the Service Transition templates on behalf of projects for review and approval from Service owners/CSM following the Service Transition process/policy
- Seamless transition in to the live environment, working with both projects and service owners to ensure the ELS warranty period meets the criteria to exit
- Act as a single point of contact that ensures effective transition into production in compliance with the Service Transition Process for all new/changed services introduced via the IS Solution Delivery Framework.
- Programme/Project representation at the Service Transition Board (STB) providing inputs into the STB process.
- Engage all relevant I&O Stakeholders for each project and onboarding SMC ITIL processes
- Provide Service Transition deliverables, which are updated and maintained throughout the life of the project in preparation for handover to production.
- Ensure that appropriate resourcing, training, tooling, support and documentation is delivered to I&O and eco Partners with a formal project and service sign-off from all key stakeholders.
- Ensure that any BAU documentation has been updated to reflect any new/changed services
- Represent I&O at project meetings to define and implement service acceptance criteria for both new and changing services.
- Ensure that any new 3rd party contracts contain an agreed support schedule which aligns with the proposed support model and is backed up with SLAs managed through regular service reviews.
- Define and deliver the end to end support model with all key stakeholders across multiple delivery organization
- Active involvement in Early Life Support activities and governance.
- Continued service transition improvement, working in conjunction with I&O, Solution Delivery, and eco Partners.
- Continuous service improvements initiatives to be applied across the lifecycle
- Work closely with the test function within the project to ensure testing effectively demonstrates the operability of the service
- Working with Solution architect at the design stage and challenging the non-functional requirements and ensuring the project is fit for both utility and warranty purposes.
- Process and Procedure experience (development and implementation)

Key Performance Indicators for the role:
- Demonstrates how the service transition maximises business value and minimises RTB.
- Key Stakeholder Satisfaction (Service Transition, I&O and Programme Delivery)