Position Summary:
The post holder will work within the Service Design and Transition (SD&T) Team and work across all business programmes to provide the SD&T functions to Digital and Technology Services (DTS).
The role sits in Live Operations and will report directly into the DTS Service Design and Transition Lead, the post holder will work in a growing team, made up of a mix of contracted resources and civil servants. They will work to build out the function to align with the departments Target Operating Model as well as participate in the overall transition planning and coordination of resources to ensure services are successfully transitioned into live with an effective end-to-end ITSM support structure across services which are aligned to business and operational needs.
Key Responsibilities:
- You will facilitate the use of the SD&T process for Digital and Technology Services, this involves working between different programmes and departments with varying working agreements and service levels to embed standards and controls across service design and transition ensuring standards are maintained assuring service support quality
- Provide liaison and coordination between projects, suppliers, service support and live service teams to support the DTS Product
- Managers maintaining the service, managing a small team of SD&T resources as allocated to the projects
- Responsible for ensuring identified risks & issues are escalated and managed
- Ensure services being transitioned meet the agreed criteria’s before accepting services into live working with Heads of Service to ensure agreement for acceptance in to Live.
- You will be involved in a variety of transition activities across programmes and within the directorate to understand the varying levels of complexities in each area to deliver a fully supported service
- Represent DTS and provide expert input and support to various governance boards which are attended by senior stakeholders including Directors, this includes the HMCTS Transition Authority and the Service Design Authority.
- Actively seek out opportunities for shift left and continuous improvement
- Build and maintain a good working relationship with project teams and other key stakeholders and ensure conformity to SD&T processes and procedures
- Identify gaps in support structure and creatively seek the best way to put formal structures in place with agreed SLAs
- Provide direction on high impact, complex change requests, ensuring that design and transition policies, procedures and processes are applied as part of the transition work
- Ensure best practice standards are built into service transition process
- Responsible for the planning and coordination of resources alongside the Demand Management team to ensure services are transitioned into ITSM Service Operations and that any changes to live service support functions or service retirements are controlled
- Prioritise and deconflict transition activities for DTS using organisational priorities, acting as escalation point for Service Transition management activities
Required Education & Experience:
- Firm understanding of ITIL framework with relevant qualifications
- You will have strong communication and relationship building skills and a highly collaborative team player approach as well as the ability to interact with senior stakeholders and manage feedback from multiple stakeholder groups.
- You will participate and share ideas to enable advanced planning in building in strategies to standardise and automate, and to encourage shift left activities. You will challenge the status quo and provide ideas, thinking outside the box whilst understanding industry standards and what it takes to deliver a quality service.
- Strong experience and understanding of the digital agenda within the public sector
- Have experience of working in Service Transition to a high standard in a fast-paced environment
- Strong stakeholder management skills
- Demonstrate ability of working collaboratively across functions and building relationships
- Ability to communicate at technical and senior levels and through multiple formats
- You will be motivated by the opportunity of working in a unique public service environment, and for a department that directly delivers services to the public in one of the largest transformation and reform programmes in government.
- You will be someone who takes pride in representing operations and enjoy the challenge of promoting work in the Service Design and Transition space.
- Experience of working within an agile and waterfall environment
- You will have great analytical skills and attention to detail, as well as the ability to work to demanding deadlines whilst ensuring quality.