Transition Manager – (Ref:110)
End to end support structure, including Processes, SLAs, KPIs, WLAs and BSS monitoring commensurate with business requirements and priorities.
Provide fully documented services, which are updated and maintained throughout the life of the service and are aligned to ITILv3 best practice.
Ensure that appropriate lifecycle resourcing, training, tooling, support and documentation is delivered with a formal project sign-off from all key stakeholders.
Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services.
Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the SRP.
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.
Interface with the Project Support Office to ensure adequate Service Transition and Back Office Operations Team coverage across all relevant work requests.
Understand end to end support model with all key stakeholders across multiple delivery organizations
Ensure all operational support material is completed to a high standard by all relevant Design and Service Transition functions.
Ensure training requirements and any other non-functional requirements are defined and delivered against the agreed Service Acceptance Criteria.
Ensure an effective set of performance metrics and service levels are delivered for new services.
Provide Governance of the SRP, and Sign Off for all key project stages and artifacts