Itsm Operations Support

The European Bank for Reconstruction and Development (“the EBRD” or “the Bank”) is undergoing significant transformation with a large portfolio of IT led initiatives across its Infrastructure and Application estate. The Service Design and Transition team are a key component of these activities.

A requirement has been identified for a Service Transition Analyst to:

- Produce Service Transition artefacts for projects making significant changes to existing services or delivering new services.Manage completion of Service Acceptance Criteria and warranty periods for new services.The Service Transition Analyst will be a key member of project teams, working closely with other areas of IT and the business as required. Line-management will be into the functional owner, (Principal, Acceptance into Service) and the successful applicant will be expected to represent the interests of the Acceptance into Service function/team within the programmes and projects they are working on. The Service Transition Analyst will generally report to the Service Design Lead for the respective project/initiative they are engaged on.

**Scope of Responsibilities**
- Create and manage knowledge transfer plans;
- Create and manage completion of SACs and governance documents;
- Warranty/ELS management;
- Hold the Project to account to ensure that the project plans for and carries out activities required to manage the risk to service of migration or upgrade activities;
- Documentation, management and communication of project risks
- Contribute to and deliver improvements to the Service Transition process where this aligns with the requirements of the project;
- Production of Service Transition process deliverables required for projects to pass through PMO Stage Gates;
- Manage the transition of services to BAU/Operations via a Go/No Go processEscalating as required where risks or issues manifest during an engagement**Deliverables**
- Service Acceptance Criteria documentation and high-level summaries to indicate readiness for service
- Warranty and Early Life Support documentation where requiredProject Risks to service of migration or upgrade activities are assigned to owners and logged with IT Risk**Implementation Arrangements**

“The Bank shall not seek to exercise any direction, control, or supervision over the Consultant’s working methods in the provision of services. Within the scope of services, the Consultant shall complete their work in adherence to relevant Bank policies, process and standards”

**Expected Skills and Experience**

**Essential**
- Ability to work across and manage multiple work streams concurrently
- Experience of working to Agile principles and as part of Agile teams
- Good working understanding of ITSM processes across the lifecycle as well as change management concepts, project quality and risk management concepts
- Experience of working in an organisation that is undergoing a significant technology or process transformation
- Attention to detail and able to deliver high quality, concise written and verbal output
- Ability to collate and summarise numerous data sources and present it to key stakeholder and respective Service Design Lead. In particular the ability to assess and articulate risk
- Ability to work independently and quickly get to grips with a complex, fast-moving projects
- Strong stakeholder management skills
- Pragmatism and problem solving
- A team player with a positive and constructive attitude towards work and colleagues
- Experience of carrying out Service Transition activitiesExperience of working with system integrators and managed services**Desirable**
- ITIL V3/V4 qualifications

**Location**
- For HQ based staff there is an expectation that the Service Transition Analyst will attend the office 50% as part of a hybrid working arrangement