Service Transition Manager London, England
Job description
Who we are
The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.
Your mission
Within The Workshop, the IT Services Group is at the heart of the value chain for MSP. Our team which consists of Product, Core Engineering, IT Services, Support and Architecture are a tight knit operating unit where excellence is the standard.
The Service Management function is a fresh addition to the IT Services group with the mission of guaranteeing that the IT services provided align with the needs and expectations of the business and its customers. The department is responsible for Service Management within the organisation which includes Service Design, Service Transition, Service Assurance, Service Governance and Risk management, all aimed at providing optimal service delivery.
In this role, you will have the opportunity to build the service transition function from the ground up. This includes assessing and evaluating the current processes and designing and implementing necessary changes to ensure they align with ITIL best practices and are fit for purpose. Your responsibilities will also include leading and managing change enablement and service catalogue.
Reporting to the Head of Service Management, the successful candidate will have a proven track record of building service transition functions from the ground up, knowledge of ITIL best practices and service transition processes, experience in managing service transition activities for a global technology company, strong leadership and project management skills, excellent communication and interpersonal skills, problem-solving and analytical skills, and the ability to work in a fast-paced and dynamic environment.
This is an exciting opportunity for a highly motivated and experienced professional to help shape and lead the service transition function within a global technology company.
What you'll do
- Build and lead the service transition function from the ground up, assess and evaluate current processes, and design and implement necessary changes to ensure they align with ITIL best practices and are fit for purpose, which includes but is not limited to:
- Plan, manage & coordinate Service Transition
- Quality Control (Service Readiness / Service acceptance)
- Service Pipeline management & monitoring (including EOL)
- Design and implement the service transition framework in collaboration with the other business functions
- Lead and manage the Change enablement practice in collaboration with the Change manager.
- Lead and manage the service catalogue practice
- Liaising with both internal and external stakeholders
- Ensuring that all release plans/polices are in place for all agreed services
- Take accountability for the transition of new and/or changed services into BAU
- Provide oversight and direction to cross-functional teams involved in the transition of services into production.
- Own service transition processes and ensure these are communicated and followed throughout the IT function.
- Support the delivery of key requirements through the Service Transition team by providing ongoing support and expertise
- Ensure all Service Design and end to end support models are reviewed and implemented for any changed or new services
- Ensure all process comply within internal security and technology standards.
- Develop and maintain relationships with key stakeholders, including customers, vendors, and other teams.
What you'll bring
- Previous experience in building the service transition practice from the ground up
- Minimum of five years’ experience working in an IT service environment within a complex and diverse organisation, with 3 years being at a service transition role.
- Have demonstrable experience and aptitude in working in a matrix organisation where effective and robust negotiating and influencing skills are used successfully while maintaining good working relationships with members of that organisation
- People Management experience
- Experience of working for a managed services provider an advantage
- ITIL certification an advantage
- Strong negotiation skills
- Extensive team work experience and ability to effectively lead, engage and motivate other Inventors towards a common goal
- Experience of Project Management and proven ability of managing all the types of work and workloads required to successfully deliver a high performing service
- Experience in Risk Management, Service Improvement and Stakeholder Management
- Experience delivering services in a challenging organisational environment and influencing change
- Good response under pressure and ability to quickly react to changes and to adapt strategies and priorities accordingly
- Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels and careful attention to detail
- Excellent communication and interpersonal skills and the ability to work in a fast-paced and dynamic environment
- Excellent analysis and problem-solving skills.
- A great passion for technology that compels you to always keep an eye on new technologies, platforms, techniques, languages and innovation in general
What's in it for you
- Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
- Attractive salary and customisable benefits package
- Flexible working hours and ways of working
- Contemporary and accessible office environments with a range of workplace perks
- Six weeks’ paid leave for every four years of service
- Relocation package for you and your family including soft-landing package services to help you settle in (applicable in Spain, if you are moving from a different city/country)
- Being part of a team with a forward-looking, international mindset and agile working practices
- A friendly, inclusive and multicultural environment (we are made up of over 35 nationalities, speaking almost 30 languages)
- Wellbeing programmes, learning and personal growth opportunities
- A range of employee events throughout the year, including team building activities, Learning Labs, Hackathons and Designathons
- Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing
