Lead Service Transition Manager

at  Home Office

JOB SUMMARY

The first duty of Government is to protect the public. Since 1782, the Home Office has led work to keep the country safe from those who seek to do it harm.
The Home Office covers three systems: Homeland Security, Public Safety and Borders, and Immigration and Citizenship. These systems work collaboratively to deliver our cross-cutting priorities, whilst providing increasingly efficient and secure services for the public.
Digital Data and Technology (DDaT) enables the Home Office to keep citizens safe and the country secure, as well as at the front line of making the Home Office a modern and capable department at a time of unprecedented global change.

Working in service transition, you will be part of a team who is accountable for ensuring that any designs for new or changed IT services:

• are supported by the required resources necessary to operate and manage the service
• deliver required levels of availability, reliability and performance
• adhere to relevant industry, government and Home Office standards
• are robust and affordable
• are comprehensive and forward looking

Building on extensive experience in the area, you will apply control and rigour to the implementation of IT services, supporting the continued availability and effectiveness of IT Services. You will play a key role liaising with senior management and other teams with a view of the bridge between projects/programmes and the operation/support of the ongoing services.
You will contribute to the definition of standards for service transition and continual improvement.
Through excellent stakeholder management skills, you will be expected to leverage people, processes, suppliers and tooling in both day-to-day and longer term goals whilst understanding the user experience and end-to-end impact of technology within the business. You will be managing teams and coaching junior members of the team to enable upskill them in service transition.

JOB DESCRIPTION

As a Lead Transition Service Manager, your main day to day responsibilities will be to:

• Enable the process to transition projects to live service in a safe and structured manner, engaging with project teams and Enterprise Services teams to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
• Ensure and assure that the required people, processes, suppliers and tools are in place to accept new services.
• Drive work forward to meet delivery deadlines, without compromising quality of delivered service.
• Make recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.
• Work collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.
• Drive the transition process, including prioritisation, risk management and dependency activities to ensure effective transition.
• Onboard the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming.

Due to the requirements of the role, the successful candidates will be required to work full-time (37 hours per week).

QUALIFICATIONS

ITIL v3 or v4 Foundation qualifications are essential for this role.
(Additional ITIL modules are desirable).
(ITIL v3 Expert or ITIL v4 Managing Professional is desirable).

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• Methods and Tools (METL) – level 3
• Project Management (PRMG) – level 3
• Business Situation Analysis (BUSA) – level 4
• Service Acceptance (SEAC) – level 4
• Technology Service Management (ITMG) – level 4
• Stakeholder Relationship Management (RLMT) – level 4

Benefits
Alongside your salary of £60,300, Home Office contributes £17,468 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working in service transition, you will be part of a team who is accountable for ensuring that any designs for new or changed IT services:

• are supported by the required resources necessary to operate and manage the service
• deliver required levels of availability, reliability and performance
• adhere to relevant industry, government and Home Office standards
• are robust and affordable
• are comprehensive and forward lookin

As a Lead Transition Service Manager, your main day to day responsibilities will be to:

• Enable the process to transition projects to live service in a safe and structured manner, engaging with project teams and Enterprise Services teams to ensure a standard set of transition gateways are met and that a consistent set of Service Operations requirements are incorporated into service designs.
• Ensure and assure that the required people, processes, suppliers and tools are in place to accept new services.
• Drive work forward to meet delivery deadlines, without compromising quality of delivered service.
• Make recommendations on rollout approaches, acceptance planning, handover requirements, quality assurance activities and early-life support.
• Work collaboratively by establishing and maintaining strong relationships with project teams, Service Management and third-party suppliers to solve problems and overcome obstacles.
• Drive the transition process, including prioritisation, risk management and dependency activities to ensure effective transition.
• Onboard the new service on to the Home Office ServiceNow ITSM tooling working effectively with project teams, the Service Architect, support teams, technical teams and commercial teams to ensure that all parties have a thorough understanding of the service that they are providing or consuming