DQ Group are looking for a Service Design and Transition Manager. In this position you will successfully shape and assure the delivery of opportunities and demand into our service desk

In addition, DQGroup are embarking on an internal transition by consolidating our services systems into a single ITSM. This creates a fantastic opportunity for the successful applicant to shape the design, integration and administration of our new ServiceNow system going forward.

DQGroup are a Managed Service Provider, delivering IT projects, maintenance support and shared service desk. Working closely with account managers, service desk and the demand management team, you will have key involvement in managing and continually improving our service strategy. With a focus on value creation, you will work with key stakeholders to take customer service opportunities through service design, service transition into service operation.

The role takes responsibility for defining every element of the proposed opportunity to produce a mutually agreed Service Level Pack. This will be used to govern the support activities, responsibilities, risk management, workflows and deliver value over the complete lifecycle.

Key Activities:

– Responsible for defining the 24x7x365 service requirements including SLAs, Non-functional requirements and perform gap analysis between standard support models and the requirements

– Responsible for creating the service design & transition documentation to document the end-to-end service, reflecting the requirements and how they will be met

– Work with Service Management Tool integrators to administrate the system, and to create workflows, reporting and billing output

– Reporting and analysis to benchmark our performance against SLA’s and to investigate improvement opportunities.

– Audit, create and designs service processes

– Managing the appropriate gated review stages and reporting on the readiness status and plans.

– Managing the Governance framework, support levels, documentation, and security risks.

– Management of processes and timelines

– Interfacing with customer stakeholders, suppliers and internal support teams

Desirable Key Skills:

Any candidate who applies should have experience and understanding of managing the following activities – Acceptance Criteria, Business/IT Readiness, Impact Assessments, Knowledge Transfers / Training, Managing Testing activity including UAT / ORT, Warranty and Early Life Support and you also should have ITIL qualifications, inc being prepared to demonstrate these

– Minimum ITIL Certification foundation V4

– Experience of Service Now

– Project management Prince /Agile / Scrum master

– Strong Service Desk roots in a busy multi faceted environment

– Ideally 3+ years in Design or solely Transition positions.

– Excellent communication skills

– Excellent writing skills

– Attention to detail

Please apply in the first instance to [email protected]


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