POSITION SUMMARY

The Service Design and Transition Manager is responsible for the design and transition of new or changed managed services via the defined CX and Managed Service – Service Design and Transition framework. They will manage all aspects of managed service design and facilitate the implementation of that within Customer Operations and for our customers.

ROLE MISSION

At Claranet our community of support teams pride themselves on ensuring our customers get the most out of our varied product portfolio and to help their business to do amazing things. Through a culture of collaboration, learning and opportunity, we nurture a vibrant and dynamic community of service and technology experts, executing all facets of our operation with consistency, pride, and efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage service design and transition activity regarding the delivery of a technology product portfolio, vendor onboarding and customer product transition through the Customer Experience and Managed Service – Service Design and Transition (CX & MS SD&T) framework and lifecycle
• Keep up to date with regards to the Claranet UK’s portfolio product sets and work with the portfolio team to define service designs and transition any trial customers into business-as-usual support and ensure CX & Managed Service are aware of any new or changed products
• Work with Claranet UK Sales pipelines to ensure CX & Managed Service engagement takes place at the start of any solution design activity.
• Be a Service Design and Transition advocate across Claranet UK and its customer base.
• Manage multiple workshop activities to triage proposed propositions, sizing and impact assessments, acceptance criteria definition RAID log management and progression, Early Life Support (ELS) definition, approach and periodic reviews, lessons learnt and Continual Improvement working with the defined stakeholder group across Sales, Solution Architecture and Project Management.
• Work with Solution Architecture to ensure managed service designs are included in Statements of Works and CX & Managed Services costs and impacts are accounted for through sizing activities and fed into cost models.
• Engage with the Claranet UK customer (when required) to confirm customer “Non-Functional” requirements in-line with business agreed parameters of service.
• Work with project management to align the CX & Managed Service - Service Design and Transition framework to the Project Delivery Framework to enable a collaborative approach to managed service implementation.
• Host and document outputs of workshops to define, develop and manage any required service rehearsals of the defined service support models with internal and external stakeholders.
• Define, develop, and document Service Design Packs and overview to defined stakeholders as part of review and approve cycles.
• Communicate and influence each proposition delivery to create a team environment and a joined-up view of desired outcomes to support the best service results for the customer.
• Work with the Head of Department - Service Design and Transition to continually improve the process, its artefacts, and its profile.
• Work with the wider CX & Managed Services team to develop toolsets and processes.
• Complete all required documentation to the agreed standard and continually keep all workload trackers up to date weekly to ensure all stakeholders have access to the latest information.
• Attend the Managed Service Operations Delivery board to present and request any stage gate progression approvals and raise RISKS for awareness of the CX & Managed Service Senior Management team and CX & Managed Service Director.
• Ensure that all Claranet UK services can be managed and supported in accordance with the product/defined support model documentation.