Service Design & Transition Manager at Domestic & General, Remote+Wimbledon, 6 Months, £Contract Day Rate

  • Contract Spy
  • Remote (Wimbledon, London, UK)
  • Nov 19, 2020
6 Months or more

Contract Description

About the job

Location: HOMEWORKING but must be based within commutable distance to our Head Office in Wimbledon


Contract Type: Contract/ day rate - 6 months


Hours: Full time (35 hours per week)


Domestic & General’s purpose is to keep our customer’s world running by delivering an essential service that never lets them down. We are on an exciting journey, transforming our business in line with the Group’s Strategy outlined in an ambitious five-year plan.


We have an exciting opportunity for a Service Design & Transition Manager to join our Technology & Change department.


Reporting into the Head Of Service Design & Transition the SD&T Manager is Responsible for ensuring that all proposed new and changes to services are designed and transitioned to agreed service acceptance criteria aligned to availability, stability, security and capacity requirements.


You will be assigned to our Information Security and Infrastructure portfolios and will be working with Design Managers, Architects, Project Managers and IT Technicians as well as numerous other interactions within the business. You will be exposed to the full project lifecycle however your focus will be on ensuring that all necessary service teams are ready to support the new/amended services.

An information Security Roadmap has been approved, containing projects such as Multi Factor Authentication, Secure external file transfer. The infrastructure portfolio contains many end of life upgrade projects as well a cloud migrations.




About The Role:


  • Review of high level designs, detailed designs, and support contracts
  • Conducting Service impact assessments
  • Defining Service Design Criteria
  • Assurance of test activities including UAT and OAT.
  • Delivering key project and status updates to stakeholders
  • Manage the acceptance/introduction/release of projects into a live environment.
  • Development of Service Transition collateral.
  • Manage the early-life support process.
  • Challenge stakeholders and influence decisions at the appropriate level
  • Running knowledge transfer workshops.
  • Seek and drive efficiency improvements within the IT Delivery framework


**Please note that initially, the role will be based working from home but will move to a hybrid model of home and office-based working in the future.


About You:


To be successful in this role, you will have:


  • Comprehensive knowledge of Service Design & Transition Management processes and standards.
  • Strong, influential leader and team player with great interpersonal skills.
  • High level understanding of a breadth of technology stacks (IBM, Wintel, Java, Enterprise Service Bus), Cloudbased systems, Information Security) and how these fit together
  • Exposure to various delivery methodologies (waterfall, agile, etc)
  • Good understanding of Service Management and Operations
  • It would be advantageous to have a qualification in ITIL Foundation, ITIL v3 Practitioner, ITIL v3 Expert, BCS Specialist Certificates or ITIL Intermediate (one or more of: Service Offerings & Agreements, Service Design, Service Transition)
  • Experience of working in a challenging environment where tact, diplomacy, excellent relationship management and communication skills are critical to positively influence relationships with a wide range of stakeholders.
  • Ability to understand complex technical designs and influence outcomes to fit defined service acceptance criteria.
  • Previous experience of liaising with, and mediating between, numerous senior stakeholders.
  • Good project management skills. Ability to plan, organize, and direct teams in line with changing priorities.
  • Ability to identify and raise risks and issues in a timely manner in accordance with a risk management framework.
  • Ability to influence key stakeholders as well as wider teams and peers
  • Insurance experience is desirable


Note that the Service Design and Transition Manager will sometimes be required to work outside of normal hours on a periodic basis, in order to support and manage the transition of new services and releases.