Service Design Manager

1 week ago

bangalore, India Zensar Technologies Full time

Job Location -Pune/Bangalore/Hyderabad

Work Model- Hybrid



Job purpose:

To manage the transition of new services and changes into live operations in a controlled and risk-assessed manner

To support projects in preparing new/changing services for implementation, and for effective handover into service operation with associated service products

To work with service delivery teams (project / programs), operations and multiple vendors to ensure they are prepared to receive new/changing services into service operation and minimise disruption to the business

The role covers working to ensure new and (minor \ major) changing services are transitioned into the business with minimal disruption and impact to service delivery. Working in an ITIL environment particularly in Service Design and Transition processes and roles, along with Service Transition lifecycle, principles, processes, functions and activities.

Key Responsibilities

Ensures early engagement with project teams, so that they understand and plan for what is required to transition the service into the live environment

Manages the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support team

Undertake service design activities for projects with an impact to the service organisation, support team capabilities, structures, or capacity

Apply industry best practice and experience to develop and tailor the service design and transition activities on per project basis

Accountable for the production of Service Models, SLAs, Warranty, Service Definition and cost models.

Support the creation of RFP responses and quotations for the service design and transition activities and ongoing operational support.

Develop and manage service transition plans and status updates for the activities and deliverables required

Responsible for the co-ordination of transition activities internal technical resource, 3rd party suppliers, account team members and client stakeholders

Develop appropriate service and support models for the level of change planned and budgeted for within agreed delivery schedule

Provide Single Point of Contact to the project for delivering service transition activities and adhere to relevant escalation process

Define appropriate level of service acceptance criteria and maintain responsibility for ensuring criteria is met before Go Live

Deliver Service Transition activities within time and budget constraints, meeting the required level of quality and other key performance indicators

Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction

Knowledge, Expertise and Qualifications

Demonstrable work experience in an IT service management \delivery organization

Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of new \ changing services and application development

Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution

Practical knowledge and application of ITIL service management processes

Experience of working in outsourced service provision

Customer focused with a passion and drive for customer satisfaction and delivering business value

Ability to communicate in a clear and concise manner to all levels

Comfortable to challenge and be challenged and manage conflict

Commercial focus and awareness

Desirable qualification in ITL v3 or ITIL 4 foundation

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