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Job details

Location: London, Watford

Capability: Technology & Engineering

Experience Level: Manager

Type: Full Time

Service Line: EWT Service Ops

Contract type: Permanent

Job description

The Job Description:

The role is responsible for the oversight and management of all IT Application services, including safe delivery of new, transition and performance of existing applications. They are tasked with ensuring that the impact of any change is fully understood and approved by the Business and Service Operations for implementation at an agreed date and time.

The Service Transition Manager role is part of a team that provides support for the Change, Release, Incident and Problem Management processes. They are there to fully understand Business needs and co-ordinate with / support the outsource supplier when introducing changes.

Key Responsibilities

• They will also support the applications lead in owning and managing the relationship with the business/clients meet their needs.
• Transition Manager is responsible for the planning and coordination of changes, between Services Operations, the Business and the supplier to minimise the likelihood of any disruption or degradation of service during the lifecycle of the change.
• Build and maintain close relationships with the Business, to understand their goals, strategies, issues, and constraints and be seen as a trusted advisor on how best to introduce and support their technology services
• Responsible for working with the Business, Service Operations and Service management to maintain and create cost effective support solutions for their services, based on Costs and Benefits.
• Provide support options, with full transparency on costs to the business, based on usage, to support the business and clients in deciding the appropriate support solution for their needs
• Work with the Business to develop an effective release window calendar, to enable Service Operations to manage the necessary maintenance and upgrade of the IT estate, whilst minimising the impact to the Business.
• Work with the Business, Clients and Service Operations to agree an emergency release window where required
• To be a point of escalation for Clients or Business to support them in ensuring successful delivery of their services.
• Support the suppliers in developing, defining, and agreeing support packages with the Business, Clients and other suppliers.
• Compile and present regular Service review reports Change and Release Management information to (operational reporting, global KPI’s, service reporting) to support senior management decision making and timely interventions working in conjunction with KPMG SIAM team
• Define the Service Transition strategy and process and ensure all internal and supplier teams (on-shore and off-shore) follow the Service Transition processes and strategies, using all appropriate standards and guidelines
• Ensure Service Transition processes support all development process in the appropriate way (e.g. Waterfall, Agile, DevOps etc.)
• Identify and work with suppliers to implement any improvement opportunities for the Change and Release Management processes, including how they dovetail with the other Service Management processes and the Business
• Drive adoption of common development/support services for mature solutions with KPMG customers
• Owns the transition process, develops the organisation's strategies and approach
• Monitor’s supplier project quality outputs to minimise operational service issues
• Actively engages with supplier Transition managers to ensure common understanding and awareness of service transition quality plans and processes
• Agrees the service acceptance criteria with KPMG project/programme managers and Business representatives
• Work closely with CDO Office PMO, EUC and IT Platforms leads, to understand future demand and pipeline of work and ensure readiness of supplier teams in terms of skills, size, locations etc
• Understanding quality of services provided by the department (QA)
• Support with managing existing suppliers, selecting and on-boarding new suppliers (Vendor Management)

Essential

• Proven experience within a similar role as a Service Transition Manager, in a multi technology environment with extensive previous senior Service Transition and/or project management experience
• Proven understanding of change management processes in a fully change managed environment (ITIL)
• Excellent interpersonal skills, ability to negotiate and influence wide range of stakeholders
• Experience in transitioning large scale projects covering multiple internal teams and vendors, from development into support
• Experience in designing end-to-end service and support models
• ITIL v3 certified
• Must have excellent ITIL Service Transition process knowledge and experience
• Bachelor's degree required, preferably in Information Systems, Information Technology, Computer Science, Engineering, or Business Administration. Advanced degree preferred.
• Technology experience specifically within knowledge, change and release management
• Experience within a multi-vendor team structure
• Ability to work effectively across all levels of the organisation, leading by example to develop and maintain effective working relationships with a range of partners, delivery teams and stakeholders
• Demonstratable people management skills with the ability to inspire and motivate team members and other colleagues to meet deliverables and adhere to agreed processes and ways of working
• Ensures compliance of the business services impacted by the change
• Understands policy, principles and approach
• Applies understanding and knowledge in project or programme activities
• Develops experience in the use of key change management tools and processes
• Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members Demonstrable experience of delivering business change – including matrix management of project/ work stream teams
• Previous exposure to service readiness, introduction or transition management roles
• Able to demonstrate an excellent customer service focussed approach
• Evidence of an understanding of new technologies and their support issues, in particular Cloud based and/or SAP
• Established interpersonal skills, initiative, communication, negotiating, influencing and team working
• Demonstrable experience of managing own workload, against a backdrop of external deadlines
• Demonstrable ability to build and maintain strong interpersonal relationships

Desirable

• Hold the ITIL Certificate in IT Service Transition
• Experience of a PRINCE2 Project Delivery environment
• Exceptional communication skills, both written and verbal
• Professional presentation with strong people skills with all levels across the firm
• Able to gain credibility with senior staff and the trust of all staff
• Degree level education although significant experience and track record with tertiary qualification

KPMG Overview:

KPMG in the UK is part of a global network of firms that offers Audit, Legal, Tax and Advisory services. Through the talent of over 16,000 colleagues, we bring our creativity, insight and experience to solve our clients’ and communities’ biggest problems. We’ve been doing this for more than 150 years.

We aim to be universally recognised as a place for great people to do their best work. A firm known for our collaborative and inclusive culture, using technology to empower and equip our people to deliver outstanding work with real flexibility – through inspiring workspaces, innovative ways to collaborate and hybrid ways of working.

With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our mission is simple: To support the UK in a connected world. It guides everything we do, underpinned by our values: Courage, Integrity, Excellence, Together and For Better.

Why Technology & Engineering at KPMG?

Technology is at the heart of what we do and part of the very DNA of our business. That’s why we’ve invested in a single powerful team of connected technologists. 1,500 specialists, creating a step change in the way we work. Broader, deeper expertise, which is delivered to our clients faster than ever. Our connected solutions stretch across a range of specialisms too. From technology transformation, cyber and risk management through to security operations, data and analytics, automation, powered apps and Cloud. This is an opportunity to join a team that combines the entrepreneurial spirit and imagination of a start-up with the resources only a global network can provide. We’re committed to simplified structures and are investing in workplace tools that enable us to collaborate and innovate whether you’re working at home, in our office or at client sites.