Service Design & Transition Analyst (ITIL)
£500 a day (Inside IR35)
Hybrid (3 days onsite in Manchester or Milton Keynes)
3-4 Months
Service Design & Transition Analyst required to manage the Service Design & Transition element of Projects & Programs introducing new or changed Services into live operation and retiring old services. Matching the non functional requirements with theITSS Operating model and the Service Catalogue.
Key Accountabilities
Be the single point of contact for the project on matters regarding support.
Advise the project and support stakeholders of any deviations from technology and support strategy, standards and policies.
Translate the non-functional requirements into a practical support model.
Facilitate the delivery of all agreed Service Acceptance Criteria including operational expenditure budget
Create and publish agreed service artefacts such as (but not confined to) Service Definition, Service Level Agreement and Service Catalogue entry.
Chair any necessary meetings between the project and support stakeholders (internal and external) and provide regular progress updates to all support stakeholders.
Communicate any risks and issues affecting the support organisation to the Project Manager and log them in the risk register.
Manage the Early Life Support period and facilitate a graceful handover to the operational support owners.
Job Skills, Experience and Qualifications
Proven experience in Service Management
This role is aligned to the ITIL framework, therefore ITIL v3 Foundation
ITIL v3 qualified to Service Design & Transition Lifecycle/Capabilities (Intermediate Level) or equivalent experience
Good stakeholder management skills and experience
Good understanding & experience of using service management tools
Demonstrates a good working knowledge of management structures and reporting procedure
Understanding of risk management
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