The Service Transition Manager is responsible for the management and coordination of all Service Design and Transition activities, processes, systems, and functions to deliver assigned projects from idea to live delivery in Manchester. The role reports into the service management and then Technology Services function that is responsible for the delivery of IT services to the firm.
Requirements
- Knowledge & Experience: Forward thinking and detailed and passionate Service Management professional
- Process improvement skills
- Experience of Customer Insight practices e.g. Voice of the Customer
- Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research
- Experience of assimilating fact-based evidence and recommendation into effective output
- Excellent analytical, problem solving and influencing skills
- Major Incident Management experience
- Experience in holding supplier/service reviews with external vendors
- Strong ITIL Experience (Foundation level minimum ) and Service Management principle understanding
- Technical & People Skills: Applies structured thinking and logical reasoning
- Collaborative, professional, accountable and trustworthy
- Passion for customer excellence
- Ability to translate analysis into insights
- Fosters strong connections and works in collaboration with other teams & departments
- Knowledge of systems and relevant software applications (ITSM toolsets – ideally ServiceNow)
- Service Management process and lifecycle management - previous experience with Service Management communication and interaction channels.
- Knowledge of modern approaches to Service Management, including automation.
- Proven skills in matrix management
- Highly dynamic approach to task management
- Able to present at all levels, able to communicate technical findings to non-technical audience in an engaging manner
- Ensuring stakeholders and contributors are involved across the change management process, gaining sign off at regular touchpoints
- Excellent communication skills, written and verbal.
- Empathetic - Views from a customer perspective
- Ability to influence outside of specific area of management, demonstrating the value and encouraging collaboration
- Can generate solutions from complex problems
- Excellent facilitation ability
- Sound commercial acumen
- Decisive and calm in a crisis
- Inclusion: Freshfields is an equal opportunities employer and all applications received by the firm will be considered on the basis of their merit alone. We welcome applications from all suitably qualified individuals regardless of background.
