IT Service Design Transition Lead

• This is just the start so dream big 
• Flexible / Hybrid ways of working 
• Location: Sydney / Melbourne/ Brisbane

The role of the IT Service Design & Transition Lead is to ensure all new services are transitioned into an operational technology service portfolio. The requirements should be fully visible to all the project managers product owners and operational/delivery teams. Full management of the Service Transition lifecycle is to take place working with stakeholders from Project Inception through to Early Life Support post the launch of a new service. Facilitate adherence to service management principles across all Service Transition activities to ensure compliance and ongoing quality. Working as a critical business partner you will ensure strong engagement across all key internal and external stakeholders is managed efficiently. The role will work with the other members of the team in defining and establishing the required support models processes and metrics for a range of new technology capabilities.

Sound good Read on.

Here is a taster of what you can expect in this role:

• The IT Service Design & Transition Lead will lead the Service Design and Transition Practice  and will take responsibility for the service transition process within the project management methodology and BAU change initiatives.  Reporting to the Senior Manager Service Management you will liaise closely with project teams service owners and service delivery managers infrastructure teams operation support teams and change management.

• Promoting and coaching delivery orientated application and project teams on the value of Service Design and risks that the process avoids/mitigates in particular ensuring the endtoend design of services (people processes products partners) not just IT components.

• Ensuring all stakeholders including IT system developers vendors and impacted EGL operators participate effectively in service management processes particularly change management and incident management.

• Establish the following but not limited to for any new capabilities delivered by the programme:

  • Service Definition

  • Support Models which align OS strategy

  • SLAs & OLAs are clearly defined

  • Governance Models which align with the project & support divisions

  • Operational Support cost model & budgets for the new service

  • Ensure Service Design is embedded within the delivery of new capabilities as part of the project delivery team

  • Service teams set up within the Service Management toolset

  • Knowledge Transfer between the meaningful project & service teams

  • Work with Procurement to ensure all agreements between the relevant service partners are appropriate and fit for purpose to ensure efficient business delivery.

  • Ensure successful transition of services into BAU teams

• Liaise between business owners project managers design & development teams operations teams and partners/suppliers communicating between all key stakeholders to ensure the smooth and successful transition of new services executed to high quality standards.

• Responsible for ensuring project adherence to the Service Design & Transition process within delivery teams

• Act as a gatekeeper function that ensures effective Transfer to Operations in compliance with the Service Readiness Process (SRP) for all new services

• Provide fully documented services which are updated and maintained throughout the life of the service and are aligned to System Operations service management principles

• Responsible for creating and leading the Service Design Assessments Support Plans and Service Acceptance Criteria

• Ensure new Services (support models) continue to evolve in line with any changes of the BAU organisations and expansion of the scope of the new technology capabilities

• Define and deliver the end to end support model with all key stakeholders across multiple delivery and support teams

• Ensure operational training requirements and any other nonfunctional requirements are defined and delivered against the agreed Service Acceptance Criteria

• Proactively identify potential risks and escalate these to the line manager. Contribute to the development of risk management plans establishment of risk controls and performance of risk mitigation activities.

• Provide reporting to Senior Managers regarding the risks/issues for individual Service Transition engagements

Qualifications :

Now lets talk about you: 

• Minimum 5 years experience in Service Design and Transition

• Experience in working on complex pieces of work / programs / transformations for businesscritical systems at the enterprise level

• Relevant experience in IT Service Management working in a complex IT enterprise environment which includes offshore outsourced IT engagements (ITL4TM Certification)

• Extensive knowledge of Cloud technologies Infrastructure Technologies Information Integration Platform and Software technologies

• Working knowledge of DevOps and Agile Methodologies

• Experience of delivering service within a multiteam complex business environment

• Significant experience with leading stakeholder engagement with ability to provide subject matter expertise

• Significant experience of working within a multivendor environment and complex infrastructure 

• Experience implementing and running Service Management processes and functions in  complex organisations with multisourced delivery models

• Service management tools and service consumption patterns

• Communication and influencing skills to obtain adoption of Service Design principles where conflicting priorities exist (i.e. the adoption of Service Design in projects focused on timeframes and delivering technology solutions)

• Customer

• Excellent stakeholder management skills and will be a strong influencer and negotiator

• Maintain good relationships with key customers suppliers of products and services

• Take responsibility for delivering high quality customerfocused services

• Understand customer perspectives and ensure responsiveness to their needs

• Identify customer service needs and implement solutions

The benefits are good too! 

• We offer flexible working in every sense
• An exclusive discount card for BWS Dan Murphys Woolworths BIG W and other Endeavour Group brands including our ALH pubs
• Monthly meetingfree days 
• Your health and wellbeing is your most important asset and as one of our valued team members its our first priority. You will have a range of free services to help you live well and support your physical mental and financial wellbeing
• Endeavour Group is full of opportunities use our dedicated learning and development options to grow an idea yourself and your career. This is just the start so dream big.

At Endeavour we value being a workplace where everyones welcome if you meet a number of the requirements (and not all) we encourage you to apply.

Additional Information :

We are together creators

With a portfolio that includes Dan Murphys BWS ALH Hotels Pinnacle Drinks and more Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun create more opportunities and score a lot more goals. Were serious about creating a safe inclusive and fun place to rock up to where equal opportunity is key and flexibility is part of how we roll.  

Were all about creating a more sociable future for our customers and each other. If this job excites you and youre closeenough on the requirements reach out wed love to hear from you.

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

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