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Talent Acquisition- HR APPS & SI-TAG (UK & Europe) at HCL Technologies
HCLTech is a global technology company, home to more than 220,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8 billion.
A requirement has been identified for a Service Design & Transition Lead to lead Service Design & Transition activities across a number of projects
The Service Design & Transition Lead will be a key member of the programme/project team, working closely with other areas of IT and the business as required. Line-management will be into the process owner, (Principal, Service Design & Transition) and the successful applicant will be expected to represent the Service Design & Transition function/team within the projects they are working on, as well as liaising with other areas of IT including operational teams and Service Management.
The successful candidate will be given a broad remit to deliver, with autonomy to shape the role while meeting high-level objectives and managing key stakeholders.
Objectives:
* Lead Service Design and Transition activities across IT projects and programmes, as directed;
* Produce Service Design and Transition deliverables as required;
* Manage stakeholders, communicate operational readiness and lead Go Live governance to ensure that there are no surprises;
* Identify, assess and communicate risks and ensure they are managed;
* Contribute to the improvement of the SD&T and associated process
Scope of Responsibilities
* Balance the needs and expectations of project and operational stakeholders to ensure safe and successful design, implementation and transition of new and changed IT services;
* Lead Service Design and Transition activities and engagement for one or more projects;
* Specify requirements, design and document IT services to ensure they deliver against user and business expectations;
* Create and manage completion of SACs and governance documents;
* Warranty/ELS definition and implementation;
* Identify service risks and work with senior stakeholders to ensure they are understood and managed;
* Govern and communicate readiness for Go Live
* Contribute to and deliver improvements to the end-to-end Service Design & transition process where this aligns with the requirements of the project;
* Carry out and document service impact assessments;
* Define, agree and document Service Approach depending on the requirements of the project;
* Produce Service Design & Transition process deliverables required for projects to pass through PMO Stage Gates;
* Service Design documentation, signed off by appropriate stakeholders
* Service Acceptance Criteria documentation
* Warranty and Early Life Support documentation where required
* Service Risks assigned to owners and logged with IT Risk
* Operational processes
* Draft Work Orders for submission to Commercial and Vendor Management team
* Service Impact Assessment
Expected Skills and Experience
* Deep and broad experience of leading the Service Design & Transition process and production of associated artefacts across a variety of technology areas and project methodologies;
* A practical understanding of ITIL and experience of applying it in a maturing environment, as well as project quality and risk management concepts;
* Experience of RFPs and supplier selection processes including defining service requirements and SLAs
* An understanding of how Service Design & Transition process is affected when adopting a set of different Project and Service Methodologies e.g. Agile, Scrum, DevOps & ITIL;
* Strong understanding of project lifecycle and governance and ability to map Service Design & Transition activities and deliverables against it;
* Ability to manage conflict and negotiate successful outcomes;
* Ability to build and maintain effective relationships with suppliers and internal customers;
* Experience of working in an organisation that is undergoing a significant technology or process transformation
* Experience of creating and documenting new operational processes
* Attention to detail and able to deliver high quality written and verbal output
* Ability to collate and summarise numerous data sources and present it to senior leadership in a way that facilitates decision-making. In particular the ability to assess and articulate risk
* Ability to work independently and quickly get to grips with a complex, fast-moving programme.
* Willing and able to use initiative in order to adapt approach to the particular needs of the project;
* Proven experience of delivering Service Design Packages across multiple delivery teams and 3rd parties
* Experience of working with system integrators and managed services
* Pragmatism and a flexible approach to problem solving
* A team player with a positive and constructive attitude towards work and colleagues
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
IT Services and IT Consulting
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